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HubSpot Launches Conversations Tool With Collaborative Inbox, New Chat Capabilities

HubSpot released Conversations, a new tool designed to build stronger one-to-one relationships with customers through enhanced messaging features.

Conversations includes a collaborative inbox, where marketers can manage all email and chat conversations with a prospective customer from a central location. The release also includes live chat and chatbot capabilities gained from HubSpot’s acquisition of Motion AI, a chatbot platform, in September 2017.

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Conversations is being released as part of HubSpot’s free CRM and will be available to users across all HubSpot’s product offerings, including Marketing Hub, Sales Hub and Service Hub, according to the company.

“As consumers, we have high expectations of the organizations we buy from,” said Dharmesh Shah, Co-Founder and CTO of HubSpot, in a statement. “We expect businesses to be always on and clued into our context — to know the history of our relationship. It’s been tough for businesses to meet those expectations, especially with disparate tools that aren't integrated. HubSpot's Conversations solves this problem by providing organizations with one single view of the customer and one unified ‘inbox’ across all channels of communication. This helps ensure that every interaction an organization has with its customers is contextual and, ultimately, delightful