Form submission creates Conversation

There is currently no connection between form collection and Conversation Inbox. Massive design oversight on their part.

 

I have multiple websites with embedded contact forms as entry points into my sales and marketing teams. Now my form submissions are simply emailed and are associated with the generic HubSpot email, requiring a couple steps to properly associate with the contact. This is really lame and an easy fix.

 

How it should work

1) Form submission creates contact (working)

2) Form submission shows up in Conversation Inbox as a new thread and associated with the contact that HubSpot just created.

3) Nice formating of form responses to create a clean customer-facing image.

 

To hack this process I forward the form reponse to my Inbox email. It shows up as an ugly HS form response email which is then in the reply I send to the customer. There is no way to customize subject and format to not show internal/hidden form data. 

 

Since there is no auto association, it isn't possible to do any filtering in conversations without doing all the manual steps listed above.

 

HubSpot updates
15 Replies
kheinrich
New Contributor

I agree. I was completely surprised to find that forms do not create new conversations. Until this gets addressed I will need to use a third-party form solution.

agperson
Occasional Contributor

This is very confusing for our support team.  Chats and emails go to one place, forms are handled a completely different way.  It would be very helpful and reasonable to have a way to connect a form to the Conversations Inbox so that form submissions appear as conversations and are easily responded to.  This is useful for us for our generic "talk to us" form, our quick support questions form that does not require a whole ticket workflow, and our landing page lead forms, which are triaged by our customer service team before being assigned to sales.

christianstene
New Contributor

+1 for this! Great idea

aleks-rosterit
New Member

+1. This seems like a no brainer. Can't believe a contact form (aka lead gen) doesn't automatically initiate a conversation..

Svenvanophem
New Contributor

+1! great idea!

BringerOD
New Contributor

+1

Pi
New Contributor

Yes!!! Absolutely right.

This should be such a basic function of a system.

 

The message input from a webform should go directly into the Conversations inbox (and the CRM data in the CRM system).

Now chat/email and webforms endup in different parts of the system. Weird and very inconvenient!

Remco1
New Contributor

Yes, agree!

lindaw
Occasional Contributor

Absolutely support this. Has there been any reply from the Hubspot team?

remygardien
Occasional Contributor

It's really lame that this is missing indeed, how can we have contact forms being handled in Conversations Inbox otherwise?