Hi @EricHirsh,
I’m joining in to shed some light on use cases where not having this is making Hubspot something we will have to move away from as a company.
I own a busy travel agency, we get leads that would be “deals” from many sources - web, returning clients, forms, social media etc.
Your comment:
- Those who do want to receive and respond to all of the legitimate (non-spam) messages that come into their team email address in Inbox, but for some (and possibly various/different) reasons do not want to manage those messages against contacts created in the CRM.
When using a shared team inbox to distribute leads, we also have returning clients who come directly to our own inbox - the problem is then connecting our business inbox to the teams - which we don’t want to have 2 inboxes and extra pipelines. We have 1,000’s of emails from suppliers, booking confirmations, changes, invoicing, support and back office. Being the owner, I also have all the business emails which is a volume far greater than sales/deals.
Client emails and contacts, perfect. However, bookings for the clients (many different sources) need to be sent to track under that client’s deal. If I label a contact - Air Canada Vacations booking, Celebrity Cruise etc - but it is for one particular client, if I forward to that deal - I can’t forward any others to their deals. Because the contact is now logged to one client.
The only workaround is if there would be a toggle to say “Do not log contact AND emails”. Otherwise, I could get 20 Celebrity Cruise bookings come in, and any automation with forward ALL of them to every client who has booked one.
Not having the option is making HubSpot extremely manual and a lot of double entry. Having to save files, and then upload them to work around this. instead of being able to forward to the correct deal.
I’m hoping there is a workaround shortly, or sadly we’ll have to move to multiple service options again as it can’t be configured here.
Thanks for looking into it!