Legacy Channel-Based Handoff Routing in Customer Agent

Note

This record includes updates regarding current development efforts for our existing or new products or services. These updates are not intended to be a promise or guarantee of future availability of products, services, or features but merely reflect our current plans based on factors currently known to us. They also are not intended to indicate when or how particular features will be offered or at what service tier(s) or price. These planned and future development efforts may change without notice.

What is it?

We are sunsetting legacy channel-level handoff routing in Customer Agent. After April 27, 2026, portals still using legacy handoffs will be auto-migrated to Global Handoff — a single, agent-level handoff configuration.

This affects two groups:

Rules Based Bot users — portals using the Rule Based Bot "Send to Customer Agent" module with a fallbackRoutingRule still configured. These portals have been seeing an in-app deprecation warning banner for several months.
Inbox users with multiple channels — portals using legacy handoffs with multiple inbox channels configured with different routing rules per channel. Because Global Handoff operates at the agent level (not the channel level), their per-channel routing rules will not carry over automatically. These portals need to manually configure conversation-based routing within Global Handoff to preserve their setup.

Portals not using the "Send to Customer Agent" module, or those with a single channel, are not impacted.

Why does it matter?

For impacted portals, auto-migration without action may result in conversations routing incorrectly or to the wrong team. Portals with complex per-channel routing setups are most at risk.

How does it work?

For RBB users: Affected customers do not need to recreate their entire RBB. Only the Customer Agent Handoff module needs to be updated. An "Update this module" button is available inside the deprecation warning banner and will automatically remove the fallback routing rule.

For inbox users with multiple channels: Conversation-based routing is now live in Customer Agent Human handoffs. Customers can set up workflow-based human handoff rules per inbox channel to replicate their current per-channel routing logic within Global Handoff.

What should customers do before April 27?

RBB users:

Open the affected chatflow in RBB
Click "Update this module" in the deprecation warning banner — or manually delete and recreate just that module
Confirm global human handoff settings are configured correctly

Inbox users with multiple channels:

Navigate to Customer Agent handoff settings
Set up conversation-based routing workflows to replicate per-channel routing rules
Confirm routing behavior before April 27

Who gets it?

HubSpot Credits, Content Hub Professional, Content Hub Enterprise, Marketing Hub Professional, Marketing Hub Enterprise, Data Hub Professional, Data Hub Enterprise, Sales Hub Professional, Sales Hub Enterprise, Service Hub Professional, Service Hub Enterprise, Smart CRM Professional, Smart CRM Enterprise