topic Re: Group Inbox Setup clarification in Lead Capture Tools

Group Inbox Setup clarification

MKing2 — Fri, 29 Sep 2023 17:54:54 GMT

HI all, I'm a little new to HS and I am setting up my companies new integration. I'm not sure if I am in the right forum since the Group Inbox appears to be a part of the free plan. We have both Marketing and CMS Enterprise plans. Apologies in advance if I picked the wrong one.

I have my contact us form setup in HS. It sends the completed forms to the Group Inbox as expected. A call center employee can reply as expected. My confusion is how to get the conversation back into the Group Inbox when the person who completed the form replies.

I "think" I need to setup a specific email inside our company, (we are Office 365), let's call it support@ourcompany.com and put that email in the "Customize From" address and then inside of that new email account I then forward all incoming email to the suuport@ourcompany.com.hs-inbox.com correct?

I just wantred to be sure before submitting the request to IT.

Thanks.

Re: Group Inbox Setup clarification

Jnix284 — Fri, 29 Sep 2023 19:23:56 GMT

Hi @MKing2 I think what you're looking for would be part of Service Hub, it's the Conversations Inbox, and it would allow your forms to be connected as a channel, where your support team can reply from directly and all emails to and from the contact would be available via the inbox, contact record and ticket.

Have you taken a look at the Inbox?

Re: Group Inbox Setup clarification

MKing2 — Fri, 29 Sep 2023 19:34:31 GMT

Thank you and I have. I used the word Group when HS uses Conversation, sorry.

I just wanted to make sure that my third paragraph was correct and that closed the conversation loop.

A submitted Form goes to Conversation inbox via the connected channel.
When the support team replies it goes out as first.last@ourcompnay.com (as defined in "Customize From")

When the person who initially submitted the question via a form gets the reponse in their inbox, they reply and it needs to go to our internal email system, with a forward setup to point it to suport@ourcompany.com.hs-inbox.com. Then it will show up in the conversation Inbox as a reply, correct?

Re: Group Inbox Setup clarification

Jnix284 — Sat, 30 Sep 2023 18:55:00 GMT

No problem @MKing2 , so when the person who submitted the from gets the response from your team that was sent via the inbox, when they reply, it will go back to the inbox automatically - it typically doesn't go directly to the user's email via the internal email system.

Customizing the from email should allow you to indicate their First Name @ Company, but it doesn't change the group email address itself, which would still be whatever you have like support@company.co

For example, it would be:

Jennifer Nixon at Company (support@company.co)

Paul Smith at Company (support@company.co)

I've never seen an option where it would go direct to the individual and then have to be forwarded to the inbox - can you share how you would have this configured?

Re: Group Inbox Setup clarification

MKing2 — Tue, 03 Oct 2023 15:33:53 GMT

Let me try and reframe the question.

If I use the hubspot assigned reply to address it functions as expected. We don't want to use that, we wish to use our company domain, so I put in contact@ourcompany.com. When people try to reply to that it fails.

Our existing company email system is under the same domain so if I set contact@ourdomain.com there is no Exchange account for that and it bounces back.
I figured the solution to that is take any incoming emails to our exchange server that match contact@ourdomain.com and forward them to support@ourdomain.com.hs-inbox.com, which in turn should make them show back up in our Conversation Inbox.

That appears to fail, but I havn't done an email trace yet to see where it is getting stuck. I just wanted to make sure I was understanding the system.

Re: Group Inbox Setup clarification

Jnix284 — Tue, 03 Oct 2023 16:38:30 GMT

Thanks for clarifying @MKing2 , to confirm, is contact@----.com configured as the email channel that is connected?

Are you trying to use a different than the address connected to the channel?

No one I know uses the "default" because like you, they don't want it to be the hs-inbox email, but it should match the email that you have connected to the channel for everything to work right.

Does the email at the top match the email you're putting in the from field:

Re: Group Inbox Setup clarification

MKing2 — Tue, 03 Oct 2023 16:47:38 GMT

Yep, all the same. I almost want to disconnect the domain and start over but it's just a few DKIM and SPF records so I'm not sure if anything would change.

All looks right to me, you see anything I did wrong?

(Ill delete the image after I sort this out)

Re: Group Inbox Setup clarification

Jnix284 — Tue, 03 Oct 2023 16:53:21 GMT

Everything looks to be configured properly @MKing2 , this is defintely strange.

Are you only on Free or do you have any paid subscriptions?

You shouldn't have to disconnect the domain, but maybe try removing the channel and adding it back again?

Re: Group Inbox Setup clarification

MKing2 — Tue, 03 Oct 2023 17:01:48 GMT

yep, both Marketing Enterprise and CMS Enterprise plans.

Re: Group Inbox Setup clarification

Jnix284 — Tue, 03 Oct 2023 18:24:35 GMT

@MKing2 awesome - since everything looks configured properly, I would submit a ticket to HubSpot Support for further help since they can access your account to see why it's not working properly.

Re: Group Inbox Setup clarification

MKing2 — Tue, 03 Oct 2023 18:50:20 GMT

Fair enough, i didn't even know that was an option. 🙂 Thanks for giving it a try! 🙂

Re: Group Inbox Setup clarification

Jnix284 — Tue, 03 Oct 2023 19:19:33 GMT

you're welcome @MKing2 , I'm sorry we couldn't get to the bottom of it!