How to Organize the Hubspot Conversations Inbox with Custom Views

The Hubspot conversations inbox can quickly become crowded as your team manages emails, chats, and social messages. Using custom views in Hubspot helps you organize these conversations so every rep can focus on the messages that matter most.

This guide explains how to create, customize, and manage inbox views step by step, based strictly on the official Hubspot documentation for conversations inbox.

What Are Custom Views in the Hubspot Inbox?

In the shared conversations inbox, a view is a saved set of filters and display options that controls which conversations you see and how they appear. Views in Hubspot help different teams or individual reps focus on specific types of conversations without changing how the main inbox works for everyone.

Views can be:

Personal: Only visible to you.
Team: Shared with a specific team.
Account-wide: Available to all users in the Hubspot portal, if you have the right permissions.

You can switch between views at the top of the conversations inbox and quickly move from general queues to more focused lists, such as urgent tickets or high‑priority leads.

Default Views in the Hubspot Conversations Inbox

When you first open the conversations inbox in Hubspot, several default views are available. These are not custom views but system views that help you manage common workflows.

Typical default views include:

All conversations – Every thread in the inbox that you have access to, regardless of status.
Assigned to me – Conversations currently assigned to you as the owner.
Unassigned – Messages that have not been assigned to any user.
Chat – Conversations that originated from live chat or chatbots.
Email – Conversations started from connected email channels.
Bots – Conversations that are currently being handled by a bot.
Filtered – Messages that have been filtered out of your main view, such as those marked as spam.

These system views are a starting point. To manage more specific workflows, you will use Hubspot custom views.

How to Create a Custom Hubspot Inbox View

To create a new view in the Hubspot conversations inbox, you will work directly from the filters and view options at the top of the inbox.

Step 1 – Open the Hubspot Inbox

In your Hubspot account, go to Conversations > Inbox.
Select the inbox you want to work in if you have multiple inboxes configured.

Step 2 – Apply Filters to Narrow Conversations

In the inbox, use the filters bar above the conversations list to define which messages should appear in your new view. Depending on your subscription and setup, you may be able to filter by:

Assignee – Me, unassigned, or specific users/teams.
Channel – Email, chat, form submissions, Facebook Messenger, and other connected channels.
Status – Open, closed, or waiting.
Priority or SLA fields – If you use ticket-based SLAs or custom properties for priority.
Date – Last reply date, creation date, or recent activity ranges.

Combine filters until the conversations list shows exactly the threads you want the view to include.

Step 3 – Save Filters as a Hubspot Custom View

Once your filters are set, click the Save view option near the top of the inbox.
Enter a descriptive name for your new view. For example:
- “High priority support tickets”
- “Unassigned new leads”
- “E‑commerce chat this week”
Choose who can see this view:
- Private – Only visible in your own Hubspot account.
- Team – Shared with one or more teams you select.
- Everyone – Shared across all users who can access this inbox.
Click Save. The view appears in the left sidebar or top tabs, depending on your layout.

Managing and Editing Hubspot Inbox Views

After you create a view, you can edit, reorder, or delete it as your processes change. Managing these views correctly keeps the Hubspot inbox clean and focused.

Rename or Update an Existing View

Open the conversations inbox in Hubspot.
Select the view you want to modify from the list of available views.
Adjust the filters in the filters bar to match your new criteria.
Click the view name and select Save changes or similar, depending on your interface, to update the existing view.
To rename, open the view options and choose Rename, then enter the new name.

Change Sharing Settings for a View

If you originally created a private view but want to share it with other Hubspot users, you can adjust access.

Open the view in the inbox.
Click the view options menu (often represented by a dropdown or more menu).
Select Share or Manage access.
Choose whether the view should be visible to specific teams or to all users.
Save your changes.

Reorder or Delete Views in Hubspot

Keeping your list of views tidy helps new team members orient themselves quickly in Hubspot.

Reorder views: Use drag-and-drop (where supported) or a “Reorder views” option in the view management menu to change the position of views.
Delete a view: Open the view options and choose Delete. Confirm the deletion. This typically removes the view definition, not the underlying conversations.

Be careful when deleting shared views, as it may affect other teams that rely on that configuration.

Best Practices for Using Hubspot Inbox Views

To get the most value from custom views in the Hubspot conversations inbox, consider the following best practices.

Align Views with Your Team Structure

Create dedicated views for each specialized team, such as Support – Unassigned or Sales – Hot leads.
Use team-shared views so everyone on a specific Hubspot team sees the same prioritized conversation list.

Use Views to Enforce SLAs and Priorities

Filter by ticket status, priority, or SLA properties where available.
Create views like “Overdue replies” or “Needs follow‑up today” to keep service-level agreements on track.

Limit the Number of Active Views

Too many views can confuse new users in Hubspot.

Keep only the most useful views pinned or visible by default.
Regularly audit views and remove or consolidate older ones.

Where to Learn More About Hubspot Inbox Views

For the original, most up-to-date documentation about organizing conversations into custom views in the Hubspot inbox, visit the official help article here: Hubspot knowledge base – organize conversations into custom views.

If you need strategic help implementing Hubspot across sales, marketing, and service teams, you can also explore consulting resources such as Consultevo, which focuses on CRM processes and revenue operations.

By creating well-structured inbox views and keeping them aligned with your team’s daily work, Hubspot becomes a far more efficient central hub for all customer communications.

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