topic Log & Track from Shared Inbox in Sales Email

Log & Track from Shared Inbox

joseph-ks — Thu, 18 Jan 2024 15:51:44 GMT

Hello folks.

So, we are new Hubspot users...

There are two of us in the team.

We have set up hubspot accounts using our individual user@ email accounts.

We have imported our contacts and companies to Hubspot.

We have integrated MS365 (entire organization) and each installed the Outlook Add-Ins.

We have respectively signed into the Outlook Add-Ins using our user@domain.com hubspot accounts - email logging & tracking seems to be work and successfully lands in Hubspot.

Great so far...

However...

We use a shared inbox (info@) for 99% of our communication with clients and customers.

We both need to be able to log & track the info@ emails to Hubspot (as well as our user@ emails).

We have chatted with multiple Hubspot chat bots and Sales team reps but none have provided a clear explanation of how to achieve this...

We are on free Hubspot (may consider upgrading if we can work all this out) so cannot access premium tech support.

Initially, we set up an Hubspot account using info@ only to find we couldn't both be logged into it using the Outlook Add-In at the same time, hence ending up with two individual Hubspot accounts....

We feel like we've gone in a full circle as the last Hubspot rep we chatted to suggested we invite info@ to become a new Hubspot user...

Can anyone help us out of this chaos?

Much appreciated.

Re: Log & Track from Shared Inbox

BérangèreL — Fri, 19 Jan 2024 10:51:58 GMT

Hi @joseph-ks,

Thank you for asking the Community!

I'm sorry to hear about your experience regarding this.

I would like to apologize for the frustration this has caused.

Just to clarify, in HubSpot you will not be able to connect an individual email address 1 that you'll want to use as a team email address 1.
You'll need to have email address 1 connected as an individual email (personal email) ; and email address 2 connected as a team email address.

Here, I understand that you'd like to use a shared email to be able to track and log sales emails. Please let me know if that's not the case.

So, have you tried to connect the shared email as a team email address in the conversation inbox yet?
I'd like to share the article about this "Connect channels to the conversations inbox".

I'd recommend connecting "info@ emails" as a Team email address in the conversations inbox and you connect your own "user@ emails" each as a personal email.

I also wanted to invite a couple of subject matter experts to this conversation: Hi @Ben_M, @AdamLPW and @NicoleSengers do you have suggestions to help @joseph-ks, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you so much and have a wonderful day!

Best,
Bérangère

Re: Log & Track from Shared Inbox

WvanderGarde — Thu, 23 Jan 2025 09:50:43 GMT

Hi!

Does anyone know if this is the only way?

Our reps just refuse to use the shared inboxes, since they are so vague and unclear and cannot add emails to existing objects like tickets.

We just want to log al emails.

Re: Log & Track from Shared Inbox

DianaGomez — Thu, 29 May 2025 07:59:30 GMT

Hi @WvanderGarde,

Thanks for reaching out to the Community!

I know you posted this question some time ago, and I wanted to check in to see if you've found a solution. If you have, we'd be incredibly grateful if you could share the steps you took – your insights would certainly help others in the community facing a similar challenge! If you're still looking for a solution, please let us know so we can continue our investigation.

Thanks!
Diana