HI all, I’m a little new to HS and I am setting up my companies new integration. I’m not sure if I am in the right forum since the Group Inbox appears to be a part of the free plan. We have both Marketing and CMS Enterprise plans. Apologies in advance if I picked the wrong one.
I have my contact us form setup in HS. It sends the completed forms to the Group Inbox as expected. A call center employee can reply as expected. My confusion is how to get the conversation back into the Group Inbox when the person who completed the form replies.
I “think” I need to setup a specific email inside our company, (we are Office 365), let’s call it support@ourcompany.com and put that email in the “Customize From” address and then inside of that new email account I then forward all incoming email to the suuport@ourcompany.com.hs-inbox.com correct?
I just wantred to be sure before submitting the request to IT.
Thanks.
Hi @MKing2 I think what you’re looking for would be part of Service Hub, it’s the Conversations Inbox, and it would allow your forms to be connected as a channel, where your support team can reply from directly and all emails to and from the contact would be available via the inbox, contact record and ticket.
When the person who initially submitted the question via a form gets the reponse in their inbox, they reply and it needs to go to our internal email system, with a forward setup to point it to suport@ourcompany.com.hs-inbox.com. Then it will show up in the conversation Inbox as a reply, correct?
No problem @MKing2 , so when the person who submitted the from gets the response from your team that was sent via the inbox, when they reply, it will go back to the inbox automatically - it typically doesn’t go directly to the user’s email via the internal email system.
Customizing the from email should allow you to indicate their First Name @ Company, but it doesn’t change the group email address itself, which would still be whatever you have like support@company.co
I’ve never seen an option where it would go direct to the individual and then have to be forwarded to the inbox - can you share how you would have this configured?
Let me try and reframe the question.
If I use the hubspot assigned reply to address it functions as expected. We don’t want to use that, we wish to use our company domain, so I put in contact@ourcompany.com. When people try to reply to that it fails.
Our existing company email system is under the same domain so if I set contact@ourdomain.com there is no Exchange account for that and it bounces back.
I figured the solution to that is take any incoming emails to our exchange server that match contact@ourdomain.com and forward them to support@ourdomain.com.hs-inbox.com, which in turn should make them show back up in our Conversation Inbox.
That appears to fail, but I havn’t done an email trace yet to see where it is getting stuck. I just wanted to make sure I was understanding the system.
Thanks for clarifying @MKing2 , to confirm, is contact@----.com configured as the email channel that is connected?
Are you trying to use a different than the address connected to the channel?
No one I know uses the “default” because like you, they don’t want it to be the hs-inbox email, but it should match the email that you have connected to the channel for everything to work right.
Does the email at the top match the email you’re putting in the from field:
Yep, all the same. I almost want to disconnect the domain and start over but it’s just a few DKIM and SPF records so I’m not sure if anything would change.
All looks right to me, you see anything I did wrong?
@MKing2 awesome - since everything looks configured properly, I would submit a ticket to HubSpot Support for further help since they can access your account to see why it’s not working properly.
Thanks for giving it a try!