Allow Sales Hub Users to Assign Conversations

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Status: Idea Submitted
BCawse
Submitted by Member | Diamond Partner on ‎Nov 17, 2025 3:35 AM

Hi All,

 

I wanted to share a frustrating change regarding the Conversations Inbox and Sales Hub. During the past few updates to HubSpot, the Conversations Inbox has been forgotten about, and users on Sales Seats have lost significant functionality.

 

In the past, customers with access to workflows could auto assign conversations or remove conversation owners using their own custom logic. However, as you can see from this knowledge base article, this function is now limited to Service Hub and Data Hub (?!) Professional and above: https://knowledge.hubspot.com/inbox/assign-a-conversation-owner-in-a-workflow

 

This is a significant regression, as this functionality was previously available to Sales Hub users. This change breaks established lead-routing workflows and forces teams to manually assign conversations, adding friction and slowing down response times.

 

I have two requests:

  1. Please restore this functionality. Allow users with Sales Hub seats to be assigned as conversation owners via workflows, just as Service Hub users can.

  2. Please clarify the roadmap for the Conversations Inbox. This change, along with social media conversations like Instagram being implemented for a "Social Inbox" in Marketing Hub, makes it feel like the conversations inbox is being neglected. Sales teams rely on this tool daily, and we (us and our customers) would appreciate seeing it get the same level of development and support as other HubSpot products like the Help Desk.

 

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1 Reply
WYip3
Member | Diamond Partner
Member | Diamond Partner
‎Dec 1, 2025 12:24 AM

We definitely need the ability to assign conversations to users who don't have a Service Hub seat! The conversations inbox is not even a "Service Hub" feature (the helpdesk is!) so it doesn't make sense to lock this ability to service hub users. We have sales enterprise seats for over 20 reps and they reply to incoming emails and chats in the conversations inbox and we need the ability to use workflows to auto assign conversations to our reps based on different rules.