topic Re: Edit a Connected Inbox Channel Configuration in Tickets & Conversations

Edit a Connected Inbox Channel Configuration

KariAlder — Thu, 19 Dec 2024 22:04:34 GMT

Hello,

I am pulling my hair out trying to edit the password for one of our connected Inboxes. I've asked different AIs, as well as followed instructions provided by the Academy and Knowledge Base, but all include steps that don't actually exist. I don't want to delete the channel and then re-add it because we need to retain existing tickets/workflows.

We did try turning it off and then connecting a new channel, but received a message saying it was already connected. But when we sent a test email, it arrived to the Outlook address/inbox, but not the HS Conversations Inbox.

Am I dumb that I can't figure this out?

Re: Edit a Connected Inbox Channel Configuration

karstenkoehler — Fri, 20 Dec 2024 05:14:12 GMT

Hi @KariAlder,

This is one of the cases where the AI answer by HubSpot is not correct. The password of an inbox would not be changed in HubSpot, you would have to change this with the provider of that inbox. For example, if it's hosted via Google Workspace, you would have to update it there.

HubSpot should then flag this inbox as needing authentication again – and you'll have to enter the new password within HubSpot to re-establish the connection.

Best regards!

Re: Edit a Connected Inbox Channel Configuration

KariAlder — Fri, 20 Dec 2024 19:23:31 GMT

Thank you! It magically started working again this morning, so perhaps it was just a ghost in the machine. But this is good to know for future refrence!

Re: Edit a Connected Inbox Channel Configuration

PPin — Mon, 06 Jan 2025 16:19:21 GMT

Hi Karsten,

Thanks for the response. I'm having a similar issue. You said that "you'll have to enter the new password within HubSpot to re-establish the connection." Where exactly am I entering that in HubSpot? I don't see a spot to enter the new password.

The inbox password has already been updated in our email provider.

Thanks,

Peter

Re: Edit a Connected Inbox Channel Configuration

APieroni — Sun, 16 Feb 2025 18:14:00 GMT

How about we just add a reauthenticate button... seems like a sensible thing to have