Conditional conversation assignment

Service Hub Tickets & Conversations
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1

Hi Community,

Currently the auto assignment option in conversations assigns all of the incoming conversations in a specific inbox to the assigned user. I only want to assign a specific set of conversations to the user based on subject and description. Have anyone else encountered this issue?

I created a workflow to assign tickets but that doesnt apply for conversations and inbox.

2

Hi @YMontgomery84,

Thank you for reaching out to the Community!

I wanted to tag in a couple of subject matter experts to see if they have any advice:

Hi @danmoyle, @Jnix284, @Mike_Eastwood, do you have any ideas how to achive this in HubSpot? Thank you!

Cheers
Mia, Community Team

3

Thanks @MiaSrebrnjak , happy to help @YMontgomery84 !

The auto-assignment currently doesn’t have any conditional capabilities.

Here are two resources (HubSpot Admin HUG event recordings) you might find helpful:

1 - Conversation Inbox is one of HubSpot’s most powerful tools

2 - Capacity Limits and Skill-Based Routing in the Conversations Inbox

You’ll see in the second that what you are looking for is in the product roadmap :slightly_smiling_face:

4

+1 for @Jnix284’s solution here.