topic Re: Should I use HubSpot for internal, inter-team emails? Or should we keep using our Gmail inboxes? in Tips, Tricks & Best Practices

Should I use HubSpot for internal, inter-team emails? Or should we keep using our Gmail inboxes?

ABadea73 — Tue, 27 Feb 2024 21:10:11 GMT

How do I determine whether HubSpot can serve as a comprehensive solution for managing BOTH customer and internal team emails, taking into account the convenience of having all communications in one platform versus potential workflow adjustments?

1) Should I keep team emails in our traditional Gmail inboxes and have my team bounce back and forth between Hubspot and Gmail all day?

2) Should I move ALL correspondence into Hubspot and almost never have my team visit their Gmail inboxes again?

3) How would HubSpot handle internal team emails without throwing everything in the CRM out of wack?

4) What are the pros and cons of each approach?

I'm sure other people have faced this choice. I don't even know where to begin deciding...

Re: Should I use HubSpot for internal, inter-team emails? Or should we keep using our Gmail inboxes?

karstenkoehler — Wed, 28 Feb 2024 05:38:13 GMT

Hi @ABadea73,

People will have different opinions on this, I'm not a fan of moving internal communication in HubSpot for a few reasons:

HubSpot isn't very good at distinguishing what's confidential and shouldn't land in HubSpot and what's not. There aren't many settings around this either.
If personal inboxes are connected as shared team email inboxes, at least some people (super admins) will see all communication of that contact.
If personal inboxes are connected personally, then HubSpot does not have an inbox for that scenario and expects users to run an email client with the sales extensions alongside HubSpot.
Lastly, HubSpot clearly didn't have this in mind when designing the conversations inbox, calendar connection or personal inbox. For the conversations inbox, it is explicitly stated that it should only be used for team email addresses.

That said, here's how I'd answer your questions:

Switch between Gmail and HubSpot. This is what HubSpot expects and is designed for.
No, for the above reasons.
There aren't good settings to ensure this, so it's better to avoid it.
See above.

Hope this helps!

Re: Should I use HubSpot for internal, inter-team emails? Or should we keep using our Gmail inboxes?

Lucila-Andimol — Wed, 28 Feb 2024 16:36:37 GMT

Hey @ABadea73

so the best way to replace the thousands of internal emails/whatsapp messages/messages between the team members IS to use HubSpot.

When an email is related to a contact/customer/company/operation you can store it as a note and tag the people involved so that they can see it and respond in comments. This way everything is store in the CRM and can be consulted when needed.

1) Should I keep team emails in our traditional Gmail inboxes and have my team bounce back and forth between Hubspot and Gmail all day? >> You can start using notes in contacts/company/deals/tickets

2) Should I move ALL correspondence into Hubspot and almost never have my team visit their Gmail inboxes again? >>If they feel confortable with Gmail for sending emails to leads and customers, they can. but not for sending internal emails. YOu can use the Gmail sales extension to track and log everything into the CRM.

3) How would HubSpot handle internal team emails without throwing everything in the CRM out of wack? >>Associated to the proper record. Only if its not related to an operation/or if it is personal handle it outside HubSpot.

4) What are the pros and cons of each approach? Using HubSpot for you internal communications will give you information consistancy related to the business, reduction of the emails send by day, time efficency, better tracking of conversations.

hope this helps

Re: Should I use HubSpot for internal, inter-team emails? Or should we keep using our Gmail inboxes?

ABadea73 — Tue, 05 Mar 2024 20:18:40 GMT

Thank you!