How to Use Hubspot AI Assistants in the Conversations Inbox

The conversations inbox in Hubspot now includes powerful AI assistants that help your team draft, refine, and translate replies so you can respond faster while staying on-brand and accurate.

This step-by-step guide explains how to turn on AI tools, use them safely, and get the most value out of them in your shared inbox workflows.

What Are Hubspot AI Assistants in the Inbox?

AI assistants in the Hubspot conversations inbox are built-in tools that support your team while replying to emails, live chats, and other conversations.

Within each thread, you can ask the assistant to:

Draft a brand-new response from scratch.
Rewrite or improve an existing reply.
Change tone to be more formal or more friendly.
Summarize a long conversation so far.
Translate your message into another language.

These features are designed to boost productivity without replacing your team’s judgment. Every suggested reply can be edited before sending, so you always keep control of what goes to your contacts.

Important Privacy and Usage Notes for Hubspot AI

When you use AI assistants in Hubspot, your content is processed via third-party AI providers. To use the features responsibly, you should understand how data is handled and what to avoid.

How Hubspot AI Uses Your Data

Content from your prompts and generated replies can be sent to external AI models for processing.
Hubspot uses this data to provide, maintain, and improve AI features.
Hubspot AI is not designed to store or reuse your specific conversation text to train models beyond what is required to power the feature.

What You Should Avoid Sending to Hubspot AI

When working with AI assistants inside the conversations inbox, do not include:

Highly sensitive personal data (for example, government IDs, financial account numbers, or health records).
Confidential corporate secrets or regulated data.
Any information you are not allowed to share with third parties.

Your team should follow your internal security and compliance policies before using AI assistants in Hubspot.

How to Access Hubspot AI Assistants in the Conversations Inbox

You do not need to install a separate app to start using AI assistants. They are available directly in the reply editor of the conversations inbox.

Step 1: Open the Conversations Inbox

Sign in to your Hubspot account.
In the main navigation, go to Conversations > Inbox.
Select the inbox view where you handle email or chat conversations.
Click any conversation thread you want to respond to.

Once a thread is open, you will see the reply editor at the bottom of the screen.

Step 2: Find the Hubspot AI Assistant Controls

Inside the reply editor, look for AI-related icons or buttons. Depending on your current interface, you may see options such as:

A button labeled to generate or rewrite a reply.
Contextual prompts for drafting responses using AI.
Menu options that include summarize, shorten, expand, or change tone.

These controls allow you to instruct the Hubspot AI assistant to work with the content of the conversation and your draft.

Using Hubspot AI to Draft and Improve Replies

AI assistants can help speed up your inbox workflows by producing a first draft and then refining it to match your style and tone.

Step 3: Generate a New Reply with Hubspot AI

Open the conversation in your Hubspot inbox.
Click the button to draft or generate an AI response.
Provide a short prompt describing what you want to say, such as the goal of the reply or key points to include.
Wait a moment while the assistant generates a draft inside the reply editor.

The generated response will use the conversation context where possible, along with your prompt, to create a coherent message.

Step 4: Rewrite or Improve an Existing Response

Type your own reply in the editor or paste an existing draft.
Highlight or select the text you want to improve.
Choose an AI command such as rewrite, expand, shorten, or change tone.
Review the updated version that appears in the editor.

This is especially useful when you need to quickly polish language, fix clarity issues, or adapt your standard responses to a specific customer.

Step 5: Adjust Tone and Length with Hubspot AI

Hubspot AI assistants can modify the style of your content so it fits your brand voice and the context of the conversation.

Formal tone: Use this when replying to new prospects, stakeholders, or in escalated support cases.
Friendly tone: Use this for casual chats, ongoing customer relationships, or social-style conversations.
Shorten: Turn long messages into concise replies when customers need quick answers.
Expand: Add more detail or explanation when your first draft is too brief.

You can always combine these options, for example, shorten and formalize a reply, or expand and make it more friendly, all from within your Hubspot inbox.

Summarizing and Translating Messages with Hubspot AI

Beyond drafting and rewriting, Hubspot AI assistants also help your team quickly understand complex threads and communicate across languages.

Step 6: Summarize Long Conversations

Open a long or multi-part conversation in the inbox.
Use the AI option to create a summary of the thread.
Review the summary to confirm key points and context.

Summaries are useful for handoffs between agents, for managers who need quick visibility, and for capturing the main outcome of a discussion before closing a ticket.

Step 7: Translate Replies with Hubspot AI

Write your reply in your primary language.
Select the content in the reply editor.
Choose the translation option and pick the target language if prompted.
Proofread the translated text and adjust industry-specific terms as needed.

Translation features make it easier to support customers in multiple regions without leaving the Hubspot inbox or copying text into external tools.

Best Practices for Using Hubspot AI Assistants

To get reliable and safe results from AI assistants, follow these best practices in your daily inbox workflows.

Give Clear and Specific Instructions

Tell the assistant what outcome you want (for example, a short apology plus next steps).
Mention important constraints like tone, maximum length, or required details.
Reference previous messages in the conversation if they are critical to the reply.

Always Review Before Sending

Check every AI-generated response for accuracy and completeness.
Confirm that promises, dates, and policies in the message match your real processes.
Ensure the style and voice match your brand guidelines.

Respect Privacy and Compliance Rules

Avoid inserting regulated or confidential data into prompts or replies.
Train your team on what is allowed and not allowed when using AI.
Document internal guidelines for using Hubspot AI in customer-facing communication.

Where to Learn More About Hubspot AI Assistants

For full technical details and the most up-to-date behavior of AI features, consult the official Hubspot knowledge base article at this external Help Center resource.

If you need strategic help implementing AI-powered workflows across your marketing, sales, and service operations, you can also work with Hubspot-focused consultants such as Consultevo.

Bringing AI into Your Hubspot Inbox Workflow

AI assistants in the Hubspot conversations inbox let support, sales, and success teams respond faster, maintain consistent quality, and support more customers without sacrificing control.

By understanding how the assistants work, respecting data privacy, and following the steps in this guide, your team can confidently integrate AI into daily inbox operations and continuously refine your process over time.

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