I’m also new to HubSpot and already have found a fatal bug (not a good sign):
Set up a support e-mail channel:
The fatal bug is that the e-mail header from-field on outgoing replies doesn’t get populated with the configured e-mail address but with some internal HubSpot e-mail address instead:
Can HubSpot technical support replicate this fatal bug, and when can it be resolved?
Happy to help!
Before you can use an email address as a “from address”, you must verify that the email address belongs to you or your company, or that you have access to it.
Can you please try the steps under “Edit the fallback email address” in this knowledge baes article?
Can you please also confirm that you click on “Verify Address” and click on the link in the verification email to activate the feature please?
Can you please let us how it goes? Thank you!
Best,
Kristen
I don’t understand. The team mailbox support@visrules.org is already connected. “Verify address” was confirmed when this was done some days ago.
What is?
Hi @mbigger,
Thank you for this additional information and apologies for the delayed reply. Please note that the default option for free users will display as [username]@[subdomain].hubspot-inbox.com.
In order for us to be able to look into this, we’ll need some additional information from your end. Can you please send me a DM with the following information?
- Confirm that you have connected your Email Sending Domain?
- A link to your conversations settings in your HubSpot Account
- A screenshot showing that your fallback email is on
Thank you!
Best,
Kristen
How to change the default
support=visrules.org@bf.eu1.r.hubspot-inbox.com
to the correct:
?
The hyperlinked support article on “Connect your email sending domain” refers only to marketing e-mail, which I don’t want to dispatch. I simply want to respond to customer support e-mails. Also, after selecting “Connect a domain”, a dialog box with an option “Email Sending” does not appear. What is?
The conversation settings are screenshooted above.
A screenshot of the fallback e-mail is attached below:
Hi @mbigger,
Thank you for the additional information and screenshots.
You can change the fallback email from support=visrules.org@bf.eu1.r.hubspot-inbox.com to support@visrules.org by following the steps under “Edit Fallback Email Address” in this knowledge base article.
You can also configure the fallback email as a forwarding address in your mail client settings so emails sent to that email address are forwarded to the conversations inbox. Here’s more information on this in case you would like to configure the fallback address in your email client.
Can you please try out the steps under “Edit Your Email Address” and “forwarding address” (if applicable) and let us know how it goes?
Thank you,
Kristen
Following the instructions in the first hyperlinked knowledge base article, attempting to customize the address to support@visrules.org produces the error “This email address is already connected to another inbox”.
Why customize the fallback e-mail also to support@visrules.org when one of the connected channels is support@visrules.org?
The second of two channels is secretariat@visrules.org, which as the former channel also wrongly sends out responses not as secretariat@visrules.org but from some Hubspot domain.
Regarding the second hyperlinked knowledge base article, our e-mail is hosted by Microsoft 365.
How is that article relevant as it describes only e-mail hosted by Hubspot?
Hi @mbigger,
You are correct about support@visrules.org being a connected channel. The error message you’re seeing is triggered when the desired fallback email address is also a connected channel in your conversation settings.
If you would like support@visrules.org to be your fallback address, then you would need to disconnect the connected channel. If not, you could choose a different fallback email address.
In regards to the secretariat@visrules.org email. Did you set it up as a fallback email address as mentioned in the knowledge base? Are you seeing an error?
Regarding the second hyperlinked article, these are instructions on how to set up email forwarding within your email client (Office 365, Gmail and other) after you have created the fallback email address. Setting up email forwarding is not a requirement by the way 
Hope that helps clarify.
If you are experiencing an issue with the secretariat@visrules.org after adding it as your fallback email address, can you please share a screenshot of the error address and any additional information that could help us pinpoint this issue?
Thank you,
Kristen
I’m only seeing error messages by following your steps. Otherwise, I’m not seeing any error message. The issue is another. Please re-read the original post.
Hi @mbigger,
Apologies for the back and forth here, but I’ll need some additional clarification on exactly what you are looking to do.
Your original post shows that you are trying to set up support@visrules.org as a customized fallback email address, however, you also mentioned that support@visrules.org is one of your connected conversation channels.
The support@visrules.org cannot be both a connected conversations channel and a fallback email address, it can only be one or the other.
In order to update the hs-inbox email, you’ll need to disconnect support@visrules.org as a connected conversations channel and then configure support@visrules.org as your fallback email address.
Hope that helps clarify!
Best,
Kristen
I didn’t and didn’t want to set-up support@visrules.org as a customized fallback e-mail address, you instructed me to do so for some unknown reason.
Please consult my original post again. It’s very clear what the issue is.
Hi @mbigger,
I think there might be a misunderstanding here regarding the issue you are running into. I’d like to start from the beginning to make sure I’m following properly.
Can you confirm with me that support@visrules.org email is the one you are trying to connect? I’m including a screenshot from your original post below.
If this is not the email you are trying to configure as a custom fallback email, can you please specify the email and share screenshots of the following please:
Thank you,
Kristen
Please read my first post!
Hi @kvlschaefer
I a having a similar issue.
I have configured my custom email address, but recipients get emails from the address happy=greenvine.co.ke@bf.eu1.r.hubspot-inbox.com instead of happy@greenvine.co.ke
Is Hubspot Support working on the issue?
Anybody know the solution?
Hi @mbigger,
Thanks for reaching back out!
Would you be able to provide a screenshot of the “mailed-by” field and the “from” field in your Outlook email, please?
We’re looking to see which address shows up in From Field versus the Mailed by Field. Please make sure to white out sensitive information such as “To”, "Date and “Subject”.
If you would prefer to DM this to me, please feel free to click on my picture and click “Message.”
Thank you,
Kristen
Hi,
I have the same problem in France.
I set up everything to send e-mail through candidat@tayi.fr. My e-mail are sent properly. When someone tries to answer to my e-mail, one answers to candidat=tayi.fr instead of candidat@tayi.fr.
I think it is a BUG due to some string manipulation in the code
