Hi
So I am looking to set up a new inbox and I have done this below.
This maybe a silly question, but do I have to set up an email to link it too? as I only want to use it on hubspot and thought it might set me up on, thinking about it, that is stupid but thats what i thought.
Anyway, I then noticed it is linked to another channel that we have set up, I didnt have the option to add this and seems to have done it for me. Is there a way to unsync this? and why has it done it?
I am presuming, I need to send up a new email address account eg product@xxxxx.com and then link it with this inbox?
But I am still confused as to why it is connected to another account, as we do not want this to happen.
Thanks in advance.
Matt
Hi @MPalmer6,
Thank you for reaching out to the Community!
No, this is a great question, that I am sure, will be beneficial for many other users, thanks for asking 
- What are you trying to achieve please with the conversation inbox on HubSpot?
- Do you want to disconnect your inbox from HubSpot, is that right please?
I can see in this article “Set up the conversations inbox” that “when you first create a HubSpot account, HubSpot will automatically create a conversations inbox and provision a fallback email address. You can edit the fallback email address, or connect additional channels to start receiving messages in the inbox. You can also edit which users and teams have access to the conversations inbox.”
I’d like to share these resources that might help you:
- Connect channels to the conversations inbox
- Connect a team email
I also wanted to invite a couple of subject matter experts to this conversation: @danmoyle, @Josh and @StjepanGrcic do you have any suggestions please to help @MPalmer6?
Also, if anybody else has anything to add and/or share, please feel free to join in the conversation
Thank you and have a beautiful day!
Bérangère
Hi @MPalmer6 - not a silly question. The conversations inbox can be a confusing tool. The resources @BérangèreL shared should help.
A conversation inbox does need either an email or a messaging tool like Messenger, so I’d say the answer is yes, it needs to have an email even if you’re only ever using HubSpot.
Are you trying to add a “product” group-style inbox? And should it be connected to the Support Tickets tool? Or what are you trying to create?
Hi Berangere and Dan
Thank you for coming back to me.
I have added some extra information based on your comments, which hopefully might help
- What are you trying to achieve please with the conversation inbox on HubSpot? - Have a new dedicated inbox for a new team - Product Management. So when clients/internal team members email in, this will be setup via automation to ideally populate a form (change request) which we then as a team will review and then move along the ticket pipeline - new ticket pipeline already created.
- Do you want to disconnect your inbox from HubSpot, is that right please? No, my one will still be connected but I dont want it to be connected to this new email box - Product Management - just to receive notifications like I do with the others. Which i believe i can do by assign access as you mentioned in the articles. The bit I need to review more is why a different email - Triangle connected to my new inbox but i think this can be sorted, if i create a new email inbox in our system and then sync with hubspot.
- Are you trying to add a “product” group-style inbox? And should it be connected to the Support Tickets tool? Or what are you trying to create? as above essentially, a new inbox that links with a pipeline for the 1st stage.
Not sure if that helps ?
Thanks
Matt
Hey Matt. I found this community thread - is this what you’re essentially trying to accomplish? We use Tiecketing and Inbox for our own Product Support where I work. And we do have a “help@domain” type email connected to it. That’s all set up through Tickets and works well for what I think you’re describing.
So the short answer I believe is yes, you need an email.
