Manage an Inbox in HubSpot
The purpose of this guide is to outline the current Inbox set up and how a shared communication tool allows teams to manage conversations from multiple channels, including email, live chat, Facebook Messenger, and calls, in one place.
Accessing the Inbox
Click on CRM → Inbox from the main navigation bar.
Select the inbox you want to manage (Expo Centric, Enquiries, BDM, etc.).
Responding to Conversations
Reply directly to the message or use Snippets to set up default replies for frequently asked questions.
If a conversation needs further action, create a Ticket directly from the inbox. (Can be set up in the future if needed or upon request.)
Assigning Conversations
If the conversation or email should be managed by a different team member, assign the conversation to notify them.
On the Inbox top navigation, locate the 'Owner' option.
Select the team member you want to reply to the message. You can assign to a team or a specific team member.
Inbox Actions
Once an email or message has been reviewed, you can take the following actions to efficiently manage conversations: Close Conversation (mark as resolved and remove from the active queue), Mark as Spam (identify and filter out unwanted or suspicious messages to prevent future disruptions), Move to Trash (permanently delete messages that are no longer needed), or Block Sender (prevent specific email addresses or contacts from sending further messages).
Inbox Views
Inbox has different views to filter messages. A custom view can be created based on Conversation Properties.
Click Actions below the inbox views, then click 'Create a View'.
Enter view details like name and filter type.
You can organise your inbox based on message create date, source, and other properties available on the Property object.
Connecting Your Personal Email
Personal emails are not automatically connected to the shared inbox.
If you connect your personal email to HubSpot, it will only be available for logging emails in the CRM (e.g., from Gmail or Outlook).
To include a personal email in the shared inbox, you need to manually add it in Inbox Settings → Channels → Email → Connect a team email.
HubSpot does not recommend using personal emails in shared inboxes for security and privacy reasons.
Notes
HubSpot does not recommend adding personal emails to shared inboxes for privacy and security reasons.
BDM inbox includes call handling for inbound and outbound calls.
Snippets can be set up for frequently asked questions to speed up responses.
Tickets can be created directly from the inbox for conversations requiring further action.
Custom inbox views can be created based on Conversation Properties such as create date and source.