How to Create a Bot in Hubspot Chatflows

Setting up a chatbot in Hubspot helps you capture leads, qualify visitors, and support customers automatically on your website or in your inbox conversations. This step-by-step guide walks you through creating, customizing, and launching a bot using the built-in chatflows tool.

Prerequisites and access in Hubspot

Before building a bot, make sure your Hubspot account has the right tools and permissions.

Required tools and permissions

• Access to Conversations > Chatflows in your account
• Connected inbox or live chat channel, depending on your use case
• Permissions to edit conversations settings and channels

Chatflows for bots work with:

• Website live chat
• Facebook Messenger (where supported)
• Embedded website widgets

Where to find chatflows in Hubspot

1. In your Hubspot account, go to Conversations > Chatflows.
2. Choose whether you want a website or Messenger chatflow, depending on your available channels.

Starting a new Hubspot bot chatflow

Once you are in the chatflows tool, you can start with a template or build from scratch.

Choose channel and bot type

1. Click Create chatflow.
2. Select the channel where the bot will appear, such as Website or another supported option.
3. Pick a bot template that fits your goal, for example:
   • Qualify leads
   • Book meetings
   • Support customers
   • Knowledge base help
4. Alternatively, start with a from scratch bot if you want full control over each action.

Configuring basic Hubspot bot settings

After choosing a template, configure the core chatflow settings that define where and how the bot appears.

Targeting rules

Targeting rules tell the bot when to appear and to whom. In Hubspot chatflows you can set targeting based on:

• Website URLs (specific pages, full site, or URL patterns)
• Visitor information such as country or language
• Device type (desktop, tablet, mobile)
• Session behavior, like number of page views

Use narrow targeting for highly focused campaigns (for example, a pricing-page bot) and broader targeting for general support.

Display and language settings

Next, define how the bot looks and communicates.

• Select the chat display style that matches your site’s branding.
• Choose the language the bot will use for system messages and default texts.
• Configure the chat heading and initial welcome text that visitors see before interacting with the bot.

Designing your Hubspot bot conversation

The main value of a Hubspot bot comes from its conversation logic. You design this using actions within the chatflow editor.

Understanding bot actions in Hubspot

Common actions you can use in a bot chatflow include:

• Send a message – Show a text message to the visitor.
• Ask a question – Collect information using quick replies, text fields, or multiple-choice options.
• Offer knowledge base search – Suggest relevant articles from your knowledge base.
• Book a meeting – Let visitors schedule time with a sales or service team member.
• Set a property value – Store a visitor’s answer directly in a contact property.
• Branch logic – Route the conversation based on conditions such as yes/no answers, property values, or page context.
• Hand off to agent – Transfer the conversation to a live user or team.

Building the conversation flow

1. Start from the initial welcome message in the editor.
2. Add an Ask a question action to gather key details such as email, topic, or intent.
3. For each possible reply, create branches using If/then logic, guiding visitors to the next message or action.
4. Insert actions to set contact properties so data collected by the bot is saved automatically in your CRM.
5. Include a fallback path in case the visitor’s response does not match expected options.

Keep the flow simple and direct. Short questions and concise answer options improve completion rates and visitor satisfaction.

Routing and handoff in Hubspot chatflows

Many conversations require human assistance. Configure routing and live handoff inside your Hubspot bot to avoid dead ends.

Assign conversations to teams or users

• Use the Assign to action to route chats to a specific user or team.
• Route based on criteria such as topic, lifecycle stage, or page.
• Make sure your team members are set to Available in the conversations inbox when they can accept live chats.

Using office hours and availability

You can configure behavior based on business hours.

• During open hours, the bot can hand off to a live agent when requested.
• Outside office hours, you can send a message explaining response times and collect details for follow-up.

Testing your Hubspot bot before publishing

Before making your chatflow live, run tests to ensure every branch works and data is captured correctly.

Preview and simulate conversations

1. In the chatflow editor, use the Preview function.
2. Walk through each major path as if you were a visitor.
3. Test all quick replies, buttons, and open text responses.
4. Confirm that properties are being set correctly in sample contacts.

Check contact records and properties

After a test conversation:

• Open the test contact record in your CRM.
• Verify that properties such as email, topic, and qualification details are populated.
• Check associated tickets, tasks, or deals if your bot is set up to create them.

Publishing and monitoring your Hubspot bot

Once you are satisfied with testing, you can publish the chatflow and monitor its performance.

Publish the chatflow

1. In the chatflow editor, toggle the chatflow to On or click Publish (depending on your interface).
2. Confirm that your website or channel widget is correctly installed.
3. Visit a targeted page to verify that the bot appears and behaves as expected.

Measure performance in Hubspot

Use chatflow analytics to refine your bot over time. Track metrics such as:

• Number of conversations started
• Completion rate for key paths
• Drop-off points in the conversation
• Leads or meetings generated
• Tickets or support requests resolved

Regularly reviewing these metrics helps you identify where to simplify questions, adjust targeting, or improve messages.

Best practices for effective Hubspot bots

To get the most value from your chatbot, follow these guidelines when building and iterating your chatflows.

Keep messages short and clear

• Use concise questions and avoid long paragraphs of text.
• Offer clear multiple-choice replies when possible.
• Set expectations about what the bot can and cannot do.

Align bots with your lifecycle strategy

• Use qualification bots on high-intent pages such as pricing.
• Use support bots on knowledge base or help pages.
• Configure different chatflows per segment, audience, or region as needed.

Maintain a smooth human handoff

• Offer an easy way for visitors to speak with a human when available.
• Include context from the bot conversation when passing to an agent.
• Use clear closing messages when agents are not online.

Additional Hubspot resources

To dive deeper into chatflows and bots, you can review the official documentation at this Hubspot knowledge base article. For strategic implementation support, analytics optimization, and advanced configuration around your broader marketing stack, you can also explore consulting options at Consultevo.

By following the steps above and continuously refining your flows, you can build reliable, high-converting bots inside Hubspot that improve customer experience and streamline your team’s workload.

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