Setting up a team

[ariannazanini]

Hello everyone!

I want to use Hubspot to record the activity of my three salespeople. So I created my account as a super admin and I want to see all of their companies and contacts, as well as deals, tasks ecc, while they can’t see what I do and can’t see the entire CRM except for the companies I have assigned them to. However I haven’t understood how to manage these settings. Moreover, I don’t know if it’s better that each of them set their personal account or I just invite them as users on mine. With the team set up I have loads of problems with the inbox, such as assigned and unassigned conversations. I want each of them to manage just their inbox and not have a shared one. Finally, I had subscribed one of my salespeople to the platform but he kept receiving the notification “New unassigned email conversation from…” even if I had removed that notification. What can I do to set up the account to achieve my goal?

Thanks in advance!

[willsmith]

Hi @ariannazanini

In order to achieve the configuration you’re looking for let’s try a few things:

1. Set up a Company HubSpot Portal in which you are the Super Admin.

2. From this Company portal, invite team members. Here’s a quick tutorial on how to do this.

3. As you invite team members, set their permissions. Based on the information you provided, here is a suggested way to configure each user’s permission:

CONTACTS

Switch from “everything” to “Owned only” and uncheck “Unassigned”. (Unchecking unassigned will help avoid the question: ‘how come you didn’t assign me xxx contact?’').

CRM Settings Access (below Contacts access)

Allowing access to import contacts could get your CRM data messy if the import is done wrong. However, it will save you time when your team wants to import their contacts quickly without needing your help or approval. Leave everything else as is - you want to a team member deleting or exporting their contacts or the entire CRM…if something were to happen.

MARKETING

Allow Read access and access to the Lists tool; it is very useful for sales teams.

SALES

Change these settings so they are similar to the Contacts settings with access only to Deals that are owned. Be sure to allow access to templates, documents, and calling tools - again, these will be very useful for a sales team.

Once you’ve set these permissions within each tab, click next and allow HubSpot to send a friendly email to your team member to join you in HubSpot.

4. It sounds like you’ve connected a team email inbox rather than a personal inbox. The notification “New unassigned email…” is what tells me you have likely connected a shared inbox. This is happening because no one on your team has been assigned to handle this email.

If you have a sales or info@yourcompanyname.com email - an email that anyone on the team can view emails and respond to, this is where you want to connect these. Each individual team member will need to connect their personal inbox in order to start sending emails to contacts from within the CRM.

To do this go to the Settings menu by clicking the gear icon located at the top right side of the main navigation.

On the next screen, in the left-side Settings menu, Click Integrations and select Email Integrations.

If you’ve connected a Shared Inbox by mistake, you can remove it for now and reconnect it later. Click Connect an inbox and follow the instructions to connect your personal email. Again, each team member will need to do this in order to start emailing contacts directly from HubSpot - they will only be able to send and view emails with contacts they own.

After this is configured, you will be prompted to install the email extension.

If you use Outlook or Gmail, I recommend installing the extension. This extension places the HubSpot CRM and all the tools within your email inbox. Not a requirement, but certainly a convenience.

I hope I’ve covered everything for you. Please reach out if you have any other questions.

If this helps, please mark it as a solution to help the rest of the community.

Thank you and good luck.

[ariannazanini]

Thank you so much @willsmith ! In the coming week I will follow your guidelines and set everything properly.

I would like to ask you three more questions before proceeding:

1) in the beginning I made the mistake you said of connecting a shared inbox instead of a personal one. The situation now is as you can see in the picture below

However if I go on Hubspot desktop on my computer into the Conversations>Inbox, I haven’t been receiving mails since february. I’m afraid I set up my mail wrongly but I don’t know what to do.

Moreover is it a default option that there are the sections “Assigned to me”, “unassigned to me”, “Emails”? I would like to have just the emails received, sent ecc. as on outlook. I don’t know if this is something peculiar of Hubspot inbox online.

2) I haven’t understood how channels work and why the one in the picture below has been connected. Is it better if I connect our info@… mail (our general support mail)?

3) finally, I had previously created an account for one of my salespeople as well as made him a user on my team, leading to him having two accounts. In order to stop him receiving those “New unassigned conversation to…” mails I just deleted his accounts. Is there still some of his information stored on Huubspot or I can start all over again with his account? I would be glad to start the process from the beginning since I made so many mistakes setting it up in the first place. Of course he had already installed the add-in so maybe if I invite him a user he won’t have to install it again.

[willsmith]

Hi @ariannazanini

Thank you for these screenshots - I’ll do my best to interpret and suggest the next steps.

1. If you adjust what you’re viewing in the shared inbox, this may reveal more emails. Changing to view closed, all, and all-time may help here.

2. If you connect another channel it will appear here. So yes, your info@…mail will be another channel here to monitor.

3. It may be best to have your salesperson disconnect the add-in and start fresh.

Good Luck.

[ariannazanini]

Thanks again @willsmith !

Unfortunately I followed your suggestion for the inbox but nothing has changed. I disconnected my mail (personal inbox) and then connected it again, uninstalling and then installing the add in again. However I tried to send an email to my personal inbox but I didn’t receive it on hubspot, just on outlook. Where did I make a mistake? Shouldn’t Hubspot syncronize with my outlook mail and show me all emails?

[willsmith]

Hi @ariannazanini

I sent you a direct message - it may be easier to talk back-and-forth outside the topic here. I am determined to help you get this resolved. If you’re comfortable hopping on a zoom meeting on Monday and sharing what’s going on, let me know by responding to my direct message.

Thank you.

[EdK1]

Hi Will, we have a similar problem. Maybe you could assist. We are using the free account.

HS Account

The e-mail address of the HS Account is sales@mycompany.com

Team Inbox

Firstly, we have a company domain and e-mail server. So we are receiving sales leads from clients on sales@mycompany.com. We set up a the (only) HS team inbox. We then tried to connect the Inbox to our e-mail server but we found that there is no function to use POP or IMAP for the team e-mail box. The only option available is to forward e-mail from the mail server to HS. We tested that and we received the mail but it showed that the from address is sales@mycompany.com instead of the client’s address it was sent from. After reading many documents we then discoved that it is necessary to add FW to the subject of the forwarded mail. We are still trying to get this done. It would have been much easier to use the same POP and IMAP functions as is available for connecting a personal inbox.

Personal Email

I connected my personal e-mail which is a Gmail account. The company e-mails, me@mycompany.com and sales@mycompany.com are aliases on this account. I read somewhere that with the Gmail integration it is supposed to automatically read the aliases from the Gmail account. This is working.

Team Members

I have added team members. They are also using personal Gmail accounts but their company mail addresses are aliases @mycompany.com. So should invite their personal Gmail accounts or their company alias accounts?

Assigning Mails and Forms

Once we receive client e-mails and completed forms in the Inbox, I can assign it to a team member. What what happens next? I have read all the documents and watched all the videos and I cannot figure out what is supposed to happen next. Which of these options are correct?

a) Option A: Team members replies to a client using HS team inbox only.

In this case, it means the team member has to use the HS interface only. It also means that the from: email address the client will see is mycompany.inbox@hubspot.com. He will not see our company domain. Both of these are not acceptable to us.

b) Option B: Mail the client. If I click on the client details, I can sent a mail to him directly using HS and then I can select the from: address to be me@mycompany.com. But in this case I lose the thread of what the client sent me.

c) Option C: It would have been great if there was a mail forwarding function to allocate the client mail to a team member. But this is not available in HS.

d) Option On assigning the e-mail and/or form to a team member, HS forwards this mail to him. He replies to the client using Gmail and the reply is logged and tracked. If this how it is supposed to work then this is not working.

e) Option E: Don’t use Team Inbox. What if one we forward sales@mycompany.com to the Gmail box of one of the sales team members. He can then (assign) forward to his team mates. Everying it still logged and tracked using Hubspot. Is this an option?

Please assist. While you have a lot of information on your website I could not find examples or case studies showing how this is supposed to work. If one understands this, it makes it easier to do the setup correctly.