We have had close ones where internal comments about customers get automatically sent to customers by mistake, with internal information they are not supposed to see as the same input box is used for both comments and emailing but it defaults to email. These need to be separated OR the default option should be a comment rather than an email.
Status: Idea Submitted
I can see where this could cause an issue if a message is sent externally, but for our team, we like the interface where we can easily toggle between email/chat and comments.
I would prefer the location to remain and instead of changing the default (we’d be changing it 90% of the time) to make an account setting to choose whether email or comments are the default tab.
This would be a very helpful safeguard. I accidentally sent a customer-facing email when I intended to leave an internal comment for a colleague. In the Conversations Inbox, the reply/comment distinction can be easy to miss when working quickly.
It would help if HubSpot allowed teams to either set Comment as the default, separate internal comments more clearly from customer replies, or add a confirmation warning before sending from shared inbox conversations.