email between hubspot users marked as unassigned

[JAitchison]

I have an urgent matter. A user sent a message from her Google attached account to another user with a Google attached account. The email was marked as a "new unassigned email conversation" and ALL of our team (also with Hubspot accounts) received this email. 

I am unable to find a way to stop it. There are many emails that have the same thing happening. 

Can you help?

[franksteiner79 · Accepted solution]

Hi @JAitchison 

To the best of my knowledge, the only way for an email to end up in the conversations inbox is if the recpient email/inbox has been connected to the conversations inbox or if a recipient forwards emails to an email address that is connected to the conversations inbox. Have you checked the connected channels for the inbox in which those emails appear?

Best wishes

Frank

[karstenkoehler · Accepted solution]

Hi @JAitchison,

Users can disable these kinds of notifications under Settings > Notifications, searching for 'unassigned' and unchecking this box:

If you're on a Professional subscription, you can do this centrally for all users. Below a Professional subscription, each user must make this change themselves.

Best regards!

[JAitchison]

Hi Karsten, 

Maybe I am just setting things up incorrectly. We have clients in our CRM. I connected our gmail accounts with our own domain to the Hubspot service and have our users communicate with clients via hubspot connected gmail and hubspot.  

Everything was working fine.

Then, I had a couple of my peeps move on so I disabled their accounts. 

We also had an API integration that we stopped using.

Those were the two big changes. This is what appears when I open conversations/inbox.

Lots of unassigned conversations between known clients and known team members... that just started happening.

Additionally, SPAM shows a whole lot of messages from no-reply@ourdomain.com. 

And, I get a copy of every message sent being resent by the above address.

Thoughts?

[karstenkoehler]

Hi @JAitchison,

A lot of moving parts and changes, indeed. Can you answer the below questions? That would help with me assisting you.

What exactly was the integration via API doing?

What HubSpot subscription level are you on?

How are your company emails hosted? (Office 365, Gmail...)?

Best regards

[JAitchison]

Woah! You're quick! I think I have it figured out based on what Frank added to your initial email. Thank you both!  I had turned on conversations for my own inbox making it available to everyone. I now realize it's for email boxes like "sales@" or "orders@"... I just ran a couple of tests... I think it's resolved.

[karstenkoehler]

Glad to hear, @JAitchison.

If the replies from @franksteiner79 and myself helped you solve the issue, you can help other community members solve similar issue by accepting our replies as solution 🙂

Have a great day!

[franksteiner79 · Accepted solution]

Hi @JAitchison 

To the best of my knowledge, the only way for an email to end up in the conversations inbox is if the recpient email/inbox has been connected to the conversations inbox or if a recipient forwards emails to an email address that is connected to the conversations inbox. Have you checked the connected channels for the inbox in which those emails appear?

Best wishes

Frank

[JAitchison]

Hi Frank, 

See above... but can you help me understand the difference between the conversation inbox and a regular inbox? I've missed something.

[JAitchison]

It's fixed! Thanks - your note helped me dig deeper and I know understand the platform better. Appreciated.

[franksteiner79]

Hi @JAitchison 

Glad to hear, the personal inbox and conversation inbox, can be a bit confusing at the beginning. Good luck on your HubSpot journey. If you need anything else, do let me know.

Cheers

Frank