topic Re: Shared Inbox: Restricting Access to Sender Email Addresses in Tickets & Conversations

Shared Inbox: Restricting Access to Sender Email Addresses

CNolan21 — Fri, 23 Feb 2024 17:44:19 GMT

I have multiple emails linked to a team inbox, and because of this, my team keeps selecting the incorrect sender address, when sending an email. So the email will be coming from Brand A, when I want it to come from Brand B.

I've tried to drill the practice of selecting the correct email domain into them, but when they're sending hundreds of emails per-day, they continue to forget.

I'm wondering how I can limit their access to certain sender addresses. Specifically, I'm considering 2 options.

1. Setting up a new team inbox, which they don't have access to.

2. Limit their access to only be able to communicate on records that their team owns (see screenshot). However I'm worried that this may be overly restrictive, and cause bigger issues to fix a small one.

Which, if either of these would limit their ability to send from certain team email addresses? Are there other options I haven't considered? Any and all help would be appreciated.

Re: Shared Inbox: Restricting Access to Sender Email Addresses

Jnix284 — Sun, 25 Feb 2024 02:12:40 GMT

Hi @CNolan21 I would connect each brand email to their own inbox and restrict access to each inbox accordingly.

The user permissions for what they can see won't limit which email they can send on behalf of.

Re: Shared Inbox: Restricting Access to Sender Email Addresses

IlayKiriaty — Thu, 02 May 2024 12:27:44 GMT

Hello,

So is there no option of limiting users from using certain connected emails as their "sent from" email?

We have salespeople accidentally sending emails from a billing designated address which is a big issue.

Thanks!

Re: Shared Inbox: Restricting Access to Sender Email Addresses

Jnix284 — Fri, 03 May 2024 13:10:39 GMT

@IlayKiriaty From all the tests I've done I have not been able to restrict users from sending emails from a connected email address.

The only workaround is creating a clear process where users are trained to update the "from" before sending the reply.

Re: Shared Inbox: Restricting Access to Sender Email Addresses

IlayKiriaty — Tue, 07 May 2024 11:44:05 GMT

Thanks... That's really disappointing and kinda basic, especially with HubSpot's very customizable permissions settings.

Re: Shared Inbox: Restricting Access to Sender Email Addresses

Jnix284 — Tue, 28 May 2024 23:37:34 GMT

Completely understand your frustration @IlayKiriaty and recommend adding your feedback to/upvoting this idea for the product team to consider

Re: Shared Inbox: Restricting Access to Sender Email Addresses

BSlicker — Fri, 08 Nov 2024 18:45:22 GMT

This is ESSENTIAL! Upvoted. 😁

Re: Shared Inbox: Restricting Access to Sender Email Addresses

Kierstin — Thu, 15 May 2025 14:53:37 GMT

The more an account uses HubSpot the more this starts to happen. This is an important feature to keep contact communication from getting very confusing and logged incorrectly.