topic Re: How to run our shared Outlook inbox through Hubspot? in Outlook Sales Extension

How to run our shared Outlook inbox through Hubspot?

RRice97 — Wed, 14 Jun 2023 12:30:53 GMT

We operate a shared email inbox for the majority of our sales team, which are then 'dragged' into folders that reflect our different sales territories. The emails are worked, quotes issued in our ERP system and then the emails archived when the enquiry is completed.

Is it possible to replicate this way of working within Hubspot?

I can see how we can link to our shared email address, so emails come into our Hubspot 'conversations' inbox, but how can they be grouped/filtered ready to be worked, then how can we close or show as complete to keep the inbox down to only outstanding actions.....??

Re: How to run our shared Outlook inbox through Hubspot?

TomM2 — Wed, 14 Jun 2023 12:41:26 GMT

Hey @RRice97 I believe HubSpot's "Teams" would replicate a similar workflow within HubSpot. Teams is just a collection of users that can be set and then any assets or objects can be assigned to a "team" as opposed to a specific user.

Within conversations, you can also set assignments on tickets and automate the assignment rules on your tickets. So what you could do is set up teams for each territory, then set your conversation assignment rules to assign the conversation to a specific team depending on your criteria.

Re: How to run our shared Outlook inbox through Hubspot?

jolle — Wed, 14 Jun 2023 12:47:43 GMT

Hey @RRice97, thanks for reaching out! This is a great question.

I'm not sure exactly how you're organizing and assigning conversations, but I would definitely check out this Knowledge Base article on creating custom inbox views. In addition to assigning the conversations to specific users, you can also create views that will better allow you to track open and closed requests. However, there are limited customization options here in terms of tracking status and such.

Have you looked into using HubSpot tickets or deals? These tools are designed to help you track requests as they progress through different stages and tie them back to the contact who started the conversation. Here's the Knowledge Base article on assigning tickets for conversations — you'd effectively move out of the inbox to assign the ticket and track its status through your ticket pipeline, then you would close out the conversation once the ticket has closed. The ticket would become your source of truth from there. You'd also be able to track information specific to the request within the ticket for better reporting.

At the same time, if you need to track revenue here, it could make sense to create and associate a deal. Deals also operate through pipeline stages, so you may be able to track the status of the request in a deal vs a ticket for better revenue reporting.

YJust keep in mind that you may not have access to some of these tools/automated features depending on your HubSpot subscription. Hopefully this helps at least get you started though!!