Use this guide to diagnose why Fin is connected but not replying to HubSpot tickets. Work through the checks below in order and stop at the first one that's wrong — by the end you'll have identified and fixed the cause. You'll need admin access in both your Fin workspace and HubSpot to complete these steps.
Before you start
Answer these three questions first because they rule out most causes in under a minute:
Is it every ticket, or only some? If one channel works and another doesn't, your connection is fine — the problem is in that channel's setup.
Did it work before and then stop? Start with check 3 (Service Seat) below. A changed or removed seat is the most common cause.
Are replies slow rather than missing? Fin normally replies in seconds. Consistent delays of 20 minutes or more aren't a settings problem — contact support.
1. Check the Fin AI Agent workflows are on
In HubSpot → Automation → Workflows, look for the workflows Fin created. On HubSpot Tickets there are five, including Assign New Tickets. If that workflow is off, that's your answer.
The set of workflows differs by channel, so don't diagnose by counting:
HubSpot Tickets — five workflows, including Assign New Tickets
Fin Messenger — four workflows; correctly has no Assign New Tickets workflow
WhatsApp — adds two additional workflows of its own
If you've turned any workflows off manually, don't switch them back on individually. Use Pause then Go live in the channel's deploy area — this resets everything cleanly.
Important: Don't rename, edit, or delete the Fin AI Agent workflows. Fin keeps them in sync, so any manual changes will be overwritten and ticket updates may stop working.
2. Check your pipeline stage mapping is complete
All four Fin states must point at a real stage in your pipeline. If any state is unmapped, Fin can't update the ticket correctly and may stop processing it.
New ticket — the stage Fin monitors for new tickets to pick up
Waiting on customer — Fin moves the ticket here while awaiting a customer reply
Waiting on your team — Fin moves the ticket here when handing off to a human teammate
Resolved — Fin moves the ticket here when it resolves a conversation
To check your mapping, go to Deploy → HubSpot Tickets → Configure your connection to HubSpot. If any of the four states shows no stage selected, map it to the correct stage in your pipeline and save.
3. Check the Fin user has a Service Seat
The HubSpot user Fin acts as (e.g. Fin AI Agent) must have a Service Seat — a HubSpot seat type that grants access to Service Hub features, including ticket handling. Without one, the Assign New Tickets workflow fails silently — no error is shown.
To verify, go to HubSpot → Settings → Users & Teams → Users and open the Fin AI Agent user. Check that a Service Seat is assigned under the Seats column. If it's missing or has been changed, restore it and send a new test ticket to confirm Fin picks it up.
4. Check Fin is the ticket owner
On HubSpot Tickets, Fin only engages on tickets it owns. Being the conversation owner isn't enough — Fin must be the ticket owner.
Open an affected ticket in HubSpot and check the ticket owner field. If Fin isn't the ticket owner, review the Assign New Tickets workflow to confirm it's assigning ticket ownership to the Fin AI Agent user.
5. Check your own skills-based routing
HubSpot's routing runs before Fin. If one of your existing routing rules claims the ticket first, Fin never takes ownership.
To check, go to HubSpot → Settings → Inbox → Inboxes, open each inbox connected to your support pipeline, and review any routing rules configured there. Also check HubSpot → Automation → Workflows for any workflows that assign ticket ownership before Assign New Tickets runs. If a rule is intercepting tickets, adjust its criteria or move it earlier in the sequence so Fin's Assign New Tickets workflow fires first. After making changes, send a new test ticket to confirm Fin takes ownership.
Two situations that look like silence but aren't
Fin replied, but your customer didn't get it. If you can see Fin's reply in Fin but not in the HubSpot ticket thread, this isn't a settings problem. Contact support with the Fin conversation ID and the HubSpot ticket ID.
The ticket has no conversation thread. Fin replies into a conversation, so tickets created by a workflow, by import, or directly on a record have nothing for Fin to reply to. This most often affects forms — see What Fin can and can't do on HubSpot.
FAQs
I've checked everything above and Fin still isn't replying. What next?
Contact support with the following: the HubSpot ticket ID, the Fin conversation ID (if one was created), a screenshot of your pipeline stage mapping, and confirmation of which workflows are enabled. This gives the support team everything they need to investigate quickly.
Can I test Fin on just a few tickets before going fully live?
Yes. Add a filter to the Assign New Tickets workflow so Fin only picks up tickets matching specific criteria (for example, Description equals "FIN test"). Remove or broaden the filter when you're ready to expand. See Fin for HubSpot tickets: Setup for the full testing steps.
Does turning a workflow off and back on individually cause problems?
It can. Individual toggles may leave workflows in an inconsistent state. Always use Pause then Go live in the channel's deploy area in Fin — this resets all workflows cleanly.
Why does Fin reply for one channel but not another?
Each channel (HubSpot Tickets, Fin Messenger, WhatsApp) has its own set of workflows. If Fin is working on one channel but not another, the issue is isolated to that channel's workflow configuration — check that the correct workflows are enabled for the affected channel.
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