Setting Up Inboxes

Smart CRM & Sales Hub Sales Email
1

Hello!

I tried to set up inboxes for my team, but it’s not clear on how these work.

My goal: I want all emails from a certain persona to show up in one inbox.

Another issue, when trying to set up the inbox for the team, it created one for my email and started logging all my emails, even from addresses that are on my “never log” list. Really frustrating because now I have to go in and delete all of these emails and contacts that I did not want going into the CRM.

Thank you!
Katie

2

Hey Katie,
Do I understand it right that you are trying to set up your conversations inbox. If that’s the case, the key thing is not to connect your personal email. That’s what caused all your emails to start logging.

Instead, you’ll want to create a shared team inbox using something like “support@gmail.com” (or similar). That way, only the right emails show up, and your personal stuff stays out of HubSpot.

Here’s how to set it up:

  1. Head to Settings in HubSpot
  2. Go to Inbox > Inboxes
  3. Click Create Inbox and give it a name (like “Support Team”)
  4. Connect a shared email address (not your personal one)
  5. Choose who on your team should have access

Once it’s set, your team can reply from the shared inbox, and everything stays clean and trackable.

HubSpot also has a good knowledge base article here: Set up the conversations inbox

Best,

Jess

3

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Hey Katie! :waving_hand:
I’ve run into a similar challenge when setting up inboxes for specific use cases — totally understand how confusing it can get.

To get emails from a certain persona into one shared inbox, here’s what I’d recommend:

Route the right emails into the inbox:

  • Set up forwarding rules in Gmail/Outlook to forward messages from specific personas to the shared inbox address connected in HubSpot.
  • This gives you control over what lands there, since HubSpot’s inboxes don’t yet support persona-based filtering directly.

Segment inside the inbox:

  • Use custom views or filters based on sender or subject line.
  • You can even build workflows to auto-tag contacts based on persona indicators, then filter by tag in your inbox.

To stop HubSpot from logging all your personal emails:

This sounds like your inbox was connected before the “never log” list took effect — here’s what to check:

  1. Double-check your “Never Log” list:
    Go to Settings > Email > Log and Track and confirm your exclusions are correctly set up.
  2. Disconnect + Reconnect:
    Reconnect your inbox with the right settings from the start — HubSpot sometimes pulls everything in on first connect.
  3. Clean up in bulk:
    Use contact filters (like create date or source) and bulk delete to clean unwanted records. Just be careful to double-check before deleting.

Hope this helps you

– Ruben