Can we reassign a conversation/thread to another lead/email?

[ddc_hb]

Hi! Here's the situation:

Our sales outreach approach is aimed at top-level managers—who will then very often refer us down to the right person we should be talking to.

In a regular email client (e.g., Gmail), we would keep the same email thread and just change the to: address to the new person. This would give them the context they need to see that the referral was legit, the topic, details, etc.

Can something like this be done with HubSpot CRM?

We are currently using QuickMail (which has a very basic CRM built in), but we can't reassign the to: email once a thread has been started.

I reaallly hope this is doable since it's such a common event for us!

Thanks so much!

PS - If not, could someone recommend a workaround using HubSpot?

PPS - Also, perhaps someone could refer us to a CRM that could do this as described? Note: we need a unified inbox (have multiple outreach emails). Thanks again. 🙂

[karstenkoehler · Accepted solution]

Hi @ddc_hb,

Yes, HubSpot has (re-)assignment of emails built in at various levels.

First, users would have connect their personal inbox: https://knowledge.hubspot.com/email-tracking/connect-your-inbox-to-hubspot

Then, they'd have to make sure they either send emails from HubSpot directly, use the sales extensions or the BCC address.

Once they do, email conversations are logged to HubSpot. Should the target contact change, the user would simply go to the contact record where the email is currently logged, find the thread, reply to the latest email and change the recipient. (This might require creating the contact record of the new recipient first.) The email thread would then also be logged to the new recipient.

Let me know if you have any follow-up questions!

[JWingate2]

Hi @ddc_hb , 

Do you currently use Gmail? If so, you can use the HubSpot Email Extension to log emails from gmail into your contact record, but also use Gmail to send your emails and use the to feature.

Quick question - wouldn't forwarding the email do the same thing as changing the to?