How to create chats and chatbots in HubSpot

Learn how to create chatbots and live chats within HubSpot, how they empower the sales team's lead management and improve the customer experience.

Instant communication with users has become a key channel to build trust, answer questions, and speed up decision-making. HubSpot offers an integrated solution for deploying live chats and chatbots, enabling businesses to interact with website visitors in an automated, efficient, and personalized way—directly from the CRM.

HubSpot’s chat and bot tools can be easily installed on any web page and configured to handle FAQs, qualify leads, schedule meetings, or escalate conversations to a human agent when needed. This not only enhances the customer experience but also helps marketing, sales, and service teams stay aligned and informed.

With HubSpot’s conversations platform, businesses can design automated flows that ensure consistent messaging, gather key user information, and deliver instant support based on predefined rules. This guide walks you through how to create powerful chat and chatbot experiences tailored to your business goals.

As we have discussed in previous blogs, HubSpot has omnichannel qualities, which seek to centralize information, business processes, team management, all these areas within the same platform. 


Within this blog, we will address what are chat flows and how to create different types of chats within HubSpot, for which we will consider the following details:

• What are HubSpot Chatflows?
• CRM Inbox and Contact Channels
• Types of chats: chatbots, LiveChats.
• How do HubSpot chatflows improve lead management?
  
  
  
  
  >> How to automate business processes with HubSpot Workflows and Sequence <<
  
  
  

What are HubSpot Chatflows?


Chatflows are conversation flow channels with automated responses. You will find them in the conversations module. Within the CRM, it is possible to generate chatflows in two different types of channels to generate chatflows, which are as follows:

• Web chats.
• Facebook Messenger.
  
  

Web chats buy both live chats and chatbots configuration associated with the company's websites. In the case of Facebook messenger, both chats with instant replies and bots can be created. 


CRM Inbox and Contact Channels


There is a base of channels that together make up the inbox stock within HubSpot, which is divided into the following components: 

Now, understand a little bit better the diagramming that HubSpot explains to us within this article of its knowledge base.


We can understand that their communication process structure's separated into two parts, their internal channels and their website chatflows.

Chat Types: Chatbots, Live Chats


HubSpot has two distinctions of chat, live chat, and chatbots. But there are different models of these chats, intending to be directed to different business areas of the company, such as sales, marketing, customer service, and many others depending on the business and department divisions of the company.


Within HubSpot, we will find the following types of chatbots: 

• Concierge bot.
• Lead qualifier bot.
• Meetings Bot.
• Tickets Bot.
• Knowledge base and support bot.
• Offline bot. 
• Chat created from scratch. 

Within HubSpot, we will find the following types of live chat:

• Immediate welcome live chat.
• Live chat-based on the knowledge base.

>> What is HubSpot Sequence, and what are they used? <<

How do HubSpot chatflows improve lead management?


HubSpot's different chatflow models exist to fulfill the same omnichannel quality that the CRM has. Therefore, it is most important to take advantage of its wide range of models to automate the responses that our leads receive on web and Facebook channels, as they improve the experience that leads receive in the following ways:
 

• Each of the bots streamlines response times.
  
  
• With HubSpot's high level of customization, it is possible to create multiple inboxes that can handle different types of channels associated with the same company. This factor makes it friendly for both small businesses and large corporate consortiums.
  
  
• Executives will have more time to work in other areas while HubSpot's personalized chats keep in touch with leads. 
  
  
• HubSpot chats also have the function of providing valuable content to leads, to further nurture them in their awareness, consideration, and decision processes.
  
  
  

  Building a chat and chatbot system in HubSpot is an effective way to improve response time and elevate service quality without requiring major investments or complex development. Since the tool is fully integrated with the CRM, it allows real-time personalization based on the contact’s data.
  
  

  Automated flows ensure that every user receives a consistent and relevant experience, while simultaneously freeing up team members to focus on higher-value tasks. The scalability of the system makes it easy to start with a simple chatbot and gradually evolve into more sophisticated interactions as the business grows.
  
  

  Leveraging HubSpot’s conversations module is a strategic move for any business aiming to improve support, capture more opportunities, and build stronger relationships with customers from the very first interaction.

  
  
  
  DOWNLOAD GUIDE EVALUATING MY CRM