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HubSpot conversations: managing shared customer communications

HubSpot’s Conversations tools allow teams to manage customer communications from a shared inbox, bringing together messages from live chat, email, forms and chatbots in one central place.

This helps teams respond more efficiently, collaborate effectively and maintain visibility across customer interactions.

Team inboxes are typically used by Sales, Marketing and Service teams to help manage inbound communication consistently.

Team inboxes

A team inbox is a shared workspace where multiple users can view, assign and respond to conversations.

Key considerations

  • Inboxes should be structured by function, such as Sales, Support or Marketing
  • Clear ownership and assignment rules help reduce response delays
  • Access should be restricted to relevant users

Live chat

Live chat allows website visitors to start real-time conversations with your team.

Chats appear within the conversations inbox and can be assigned to individual users or teams.

Key considerations

  • Availability hours should reflect your team’s capacity
  • Live chat performance depends on staffing and response times
  • Chat activity can be associated with contact records in the CRM

Chatbots and automation

Chatbots can automate parts of the initial customer conversation.

They can be used to:

  • Qualify visitors
  • Route conversations to the appropriate team
  • Answer common questions
  • Create tickets or CRM records

Key considerations

  • Bots should complement rather than replace human interaction
  • Poorly designed bots can create friction for customers
  • Automation should be reviewed regularly to make sure it remains accurate

Connected email channels

Shared email addresses, such as sales@ or support@, can be connected to a team inbox so messages can be managed by the wider team and recorded in HubSpot.

Key considerations

  • Use shared addresses rather than personal inboxes for team-based communications
  • Ownership and responsibility for replies should be clearly defined
  • Conversations can be logged against CRM records where possible

HubSpot guide:
Conversations inbox overview

WhatsApp

HubSpot supports connecting WhatsApp Business accounts so messages can be managed from within the conversations inbox.

This can enable teams to:

  • Send and receive WhatsApp messages from HubSpot
  • View conversation history alongside other channels
  • Associate messages with CRM records
  • Route and assign conversations to teams

Key considerations

  • A WhatsApp Business account is required
  • WhatsApp has its own messaging rules and templates
  • Consent and opt-in requirements still apply

HubSpot guide:
Connect WhatsApp to the conversations inbox

Facebook Messenger

Facebook Messenger can be connected to HubSpot so customer messages from Facebook Pages appear within a shared inbox.

This can enable teams to:

  • Manage Messenger conversations in HubSpot
  • Assign conversations to users or teams
  • Log conversations against contacts where possible
  • Use automation and chatbots for Messenger

Key considerations

  • Admin access to the Facebook Page is required
  • Facebook platform rules and response windows apply
  • Messenger bots should be reviewed regularly

HubSpot guide:
Connect Facebook Messenger to the conversations inbox

Calling in HubSpot

HubSpot’s calling tools allow users to make and receive calls from the CRM, with calls logged as activities on relevant records.

This can provide:

  • Inbound and outbound calling, depending on your setup
  • Call logging and recordings
  • Call outcomes and notes stored in the CRM
  • Visibility across sales and service teams

Key considerations

  • Calling availability depends on subscription and region
  • Local regulations around call recording apply
  • Phone numbers and users must be configured correctly

Access, permissions and governance

Access to inboxes and conversation tools is controlled through HubSpot users, teams and permissions.

Key considerations

  • Limit inbox access to users who need it
  • Review permissions and inactive users regularly
  • Ensure conversation data handling aligns with your organisation’s privacy policies

What to remember

HubSpot Conversations brings multiple communication channels into shared team inboxes.

Clear inbox structure, ownership, permissions and automation help teams manage customer communications consistently while keeping interaction history visible within HubSpot.