HubSpot Shared Inbox

The HubSpot shared inbox is a single team inbox that pulls email, live chat, web forms, and channels like LINE into one place, with every conversation linked to the contact in the CRM. Your team picks up messages from one view, assigns owners, leaves internal notes, and replies, so nothing slips through and no one steps on each other’s responses.

What it does

One inbox for every customer conversation

Connect your channels once and your team works every message from a single, shared view.

Channels in one place

Team email, live chat, forms, Facebook Messenger, and LINE all land in the same inbox.

Assign and route

Hand a conversation to a teammate or let rules route it to the right owner automatically.

Comment internally

Tag a colleague with an @mention to ask a question without the customer seeing it.

Tied to the contact

Every reply logs to the contact timeline, so history and context travel with the person.

Status and filters

Mark threads open, waiting, or closed, and filter by owner, channel, or status.

Tickets on demand

Turn any message into a support ticket when an issue needs tracked follow up.

Collaboration

Reply as a team, not as scattered individuals

A shared inbox removes the guesswork of who is handling what. Your team sees the same view, takes ownership openly, and hands off without forwarding a single email.

Assign an owner so each conversation has one clear point of responsibility
Leave comments and @mention a teammate inside the thread, private to your team
See typing indicators so two people do not answer the same message
Save snippets and templates for the questions your team answers most

Shared inbox

LINENattaya K.Is the deluxe room free?

EmailJames L.Quote request

FacebookSiri P.Opening hours?

Hi, is the deluxe room free next weekend?

Yes, we have availability. Want me to hold it for you?

Yes please, that would be great.

Setup

How to set up the shared inbox

Open Inbox settingsIn HubSpot, go to the conversations inbox and create or open your team inbox.
Connect your channelsAdd a team email address, the live chat widget, a form, and connect LINE or Facebook Messenger so messages flow in.
Set access and routingChoose which users can see the inbox and set rules to assign new conversations to the right owner.
Add templates and statusesBuild a few snippets for common replies and agree on how your team uses open, waiting, and closed.
Test a real conversationSend a chat or LINE message yourself, confirm it lands, assign it, and reply to check the contact timeline updates.

Explore the rest of Service Hub

The shared inbox sits at the front of the service workflow, feeding tickets, routing, and reporting downstream.

FAQ

Common questions

What channels can connect to the HubSpot shared inbox?

You can connect a team email address, the HubSpot live chat widget, web forms, Facebook Messenger, and LINE. New messages from any of these land in the same inbox, and each one links to the matching contact in the CRM so the full history stays in one place.

Does the shared inbox support LINE for teams in Thailand and SEA?

Yes. LINE is a primary customer channel across Thailand and much of Southeast Asia, and it connects into the shared inbox alongside email and chat. Your team replies to LINE conversations from the same view they use for everything else, and the messages log to the contact record.

How does the team avoid two people replying to the same message?

Conversations can be assigned to a single owner, and the inbox shows typing indicators when a teammate is already in a thread. Combined with statuses like open and closed, this helps your team see who is handling what before anyone hits send.

Are internal comments visible to the customer?

No. Comments and @mentions inside a conversation are private to your team. You can ask a colleague a question or hand off context without the customer ever seeing it, then reply when you are ready.

Is the shared inbox part of Service Hub?

The shared conversations inbox is available across HubSpot and is a core part of the Service Hub workflow. Higher tiers add more routing rules, automation, and reporting, so the inbox can scale from a small team to a larger support operation.