Unfortunately, it is not possible yet to change or delete certain contents of an ongoing email conversation when answering in HubSpot. This means, that for an example a forwarded email of a team member which contains certain internal information, this forwarded message and internal information can not be deleted as well as signatures or content, that is not necessary to have in your email answer to your customers.
Why would really appreciate this function though. What do you think about this feature?
Following-up on this, I think it is extremely necessary to have as emails are forwarded internally to departments all the time. Need to reduce the risk of unwanted emails being sent to customers.
This need to happen. If I am contacting clients from a forwarded email that contains internal information I don’t want the client to see I have to create a new email thread. Thanks.
This is very much needed for a client of ours. Often receiving emails with internal and external parts, and they need to delete internal parts from the thread and forward on. Not possible at the moment. You can delete from HubSpot, but when forwarding, the deleted parts are still there. Not a clear and simple workaround without going back to Outlook to manage.
I think this is really important. Sometimes a sales person will send over a clients email to a conversations inbox (which then creates a ticket) and they want to add their own thughts/comments, but we don’t necesarily want the client to see these in our reply.
After our company, which by the way is a software development company, joined Hubspot nearly a year ago, I can’t believe that there are so many little things - and a few major ones - that are not handled better in such a ‘mature’ and costly system. This one, preventing previous emails being included in return threads, is a major issue both from a readability and security standpoint.
Please will someone at Hubspot take a look at the user comments on here and get something moving to resolve this as the conversation had been ongoing since 2019 - maybe if your customers took as long to pay their invoices as you do to respond then maybe things would move faster!
Hi everyone! You can now edit email conversation history in both Help Desk and Conversations Inbox, so this is getting marked as Delivered. You can read more about this product update and how it works here! This is available for all hubs & tiers.
