Hello @levitatelondon,
Please ensure that the email you would like to show in conversation is a "shared inbox".
With a team email channel ( shared inbox), your team can view, manage, and reply to emails in the conversations inbox.
A team email address is an email address that multiple users have access to and use to communicate with contacts.
If your e-mail is connected as a personal email, means that this is an email address that is unique to your user and not used by anyone else on your team. You can use a personal email to send one-to-one emails from the CRM, log email replies to the CRM, send sequences emails, and install HubSpot Sales to access the sales tools in your inbox. Learn more about the different email (click here for more information) connections you can make in HubSpot.
Before connecting a team email, keep the following in mind:
- You cannot use a single email account as both your personal email and team email in HubSpot. If the email address you need to use is already connected as a user's personal email, the user will need to disconnect the inbox first. If this email address is associated with a user that no longer exists, re-create the user's account and then disconnect the inbox.
- All incoming emails sent to a team email will be visible to your entire team, so do not connect an email account that you use to send personal emails.
I hope this information helps.
Kindly,
Pam
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