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The conversations inbox is a central location in your HubSpot account where messages from all of your connected channels will appear. You can view ongoing conversations, reply to messages, and create tickets to track customers' issues.
In Customer Service, Inbox is mostly used for our Live Chat Support System.
LIST OF CONVERSATION
In the left panel, view a list of all conversations in your selected view. The conversations are sorted based on the time the message was received, starting with the most recent message received.
The message preview includes the following details:
The name of the contact who started the conversation, as well as the number of participants included on the thread.
A forward or a reply indicator to help identify the conversations that you still need to reply to.
The email subject line, if applicable, and a preview of the message body.
The timestamp of when the conversations first started. If the conversation is less than 24 hours old, a relative timestamp will appear.
An icon to indicate which channel the conversation is from.
A preview of any comments included on the thread.
CHAT STATUS
In the top-left corner, click to toggle the switch on or off to change your chat availability status.
CHAT AVAILABILITY
Always tick the "You're available" box before responding to a message. Before starting your conversation with the contact, assign the open chat under your name.
When you're away, you will still appear available for any open chats that are currently assigned to you, but you'll appear away to new incoming visitors.
CHAT HANDLING UPDATE
Update as of July 17, 2025
It has been decided that moving forward, you are no longer allowed to assign your closed chats to your team lead, regardless of the CRT.
Please make sure all closed chats remain under your name.
No need to worry — CRT will be waived for this month, and we're aiming to capture more accurate data by having the chat handling correctly reflected under each agent.
CHAT MESSAGE UPDATE
Update as of September 12, 2025
Inspiring Vacations may collect sensitive data within chats in which customers must be aware the chats are recorded.
Moving forward, you will see the message ➡️
Once a customer sends their first message they have consented, in which the message will disappear. If the customer asks for the chat to be deleted, leaders must delete the correspondence.
Keywords: shared inbox, conversations inbox, hubspot inbox, customer messages, email threads, team inbox
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