What is it?
The CRM sidebar in the conversations inbox has been upgraded to a new framework that gives admins greater control over how the sidebar is configured for their teams.
Why does it matter?
Inbox users have consistently asked for more customization options — particularly around the sidebar, which surfaces key contextual information during conversations. This update lets admins tailor the sidebar layout and content to fit how their teams actually work.
How does it work?
- - This change is applied automatically; no user or admin action is required before or during rollout.
- - The same sidebar cards that exist today will still be available after the change (ex: contacts, deals, tickets, past conversations, etc).
- - Portal-level changes previously configured by admins will be preserved during the rollout.
- - User-level customizations will not carry forward. This includes:
- - User-level card ordering (drag & drop) will reset. Users can manually reorder cards after migration.
- - User-level property selections on the "About this Contact" and "Ticket" cards will revert to admin-configured defaults (system defaults if none available). Note: HubSpot stopped supporting user-level property selections in June 2024, so only users who configured these more than 2 years ago are affected.
Users with Super Admin permissions can customize the inbox sidebar layout and content.
- - In inbox settings, go to Sidebar customization.
- - Select Default view to customize the layout for all users, or Create team view to customize for specific teams.
Within the inbox sidebar editor, admins can:
- - Add, remove, and reorder cards
- - Create and customize association cards
- - Create and customize property cards
- - Enable/disable user level customization on property cards
Note: Changes to the sidebar apply across all inboxes. They're not scoped to a specific inbox.
The Ticket card can't be edited from inbox settings. Admins can still customize which properties appear on this card, but that must be done through ticket object preview customization settings. A future update will bring Ticket card customization into inbox settings.
Who gets it?
Conversations inbox is available to all HubSpot customers across all products and tiers.