Auto assignment of conversations

Service Hub Tickets & Conversations
1

Hi :waving_hand:

Currently we have a chattflow that is managed by the customer agent. The handoff protocol we have is to assign conversations to a specific user/team, and we choose the user/team manually.

Can we do that automatically through a workflow? The reason is that each one of the team handles the chat for 1 day, and the next day will be handled by someone else, and so on.

Appreciate the help.

2

Hi @AAbu-Farha,

Yes, this is possible, see these two recent product updates:

  • Rotate Record to Owner action in Conversation-based Workflows: HubSpot Login and Sign in - “We’re extending the existing Rotate Owner action to work in conversation-based workflows. The Rotate record to owner action automatically moves a conversation to another inbox and assigns it to the right person or team based on who has access to that inbox. It brings a structured, automated handoff experience—similar to Rotate Owner for CRM objects—to conversations, while fully respecting inbox permissions.”
  • Assign Conversation Owner Update — New “No Owner” Option: HubSpot Login and Sign in - “We’ve enhanced the existing Assign conversation owner workflow action with a new option: No owner. This allows teams to automatically clear ownership on a conversation as part of a workflow—making it easy to return work to a shared view or reset ownership based on custom logic.”

Best regards!