Ability to move conversations to another Mailbox within Hubspot

SianB

We have different departments using different email addresses, and from time to time, emails find themselves in the wrong mailbox, but we're unable to simply move them to the correct mailbox, instead, we have to contact someone from the 'other' team to let them know there is something in another mailbox needing their attention - quite a basic need I thought as was possible with all previous systems we used. And I'm sure it can't just be our business in need of this feature??

We'd love to see that come soon!

25 Replies
EstherB
Participant

This would be so uselful and such a time saver! 

Please bring this option soon! 

NickS
Participant

Agreed, if an email ends up in a mailbox for a user that doesn't have access, it's a really awkward workflow to get them notified and able to reply. Being able to move emails between inboxes would be really useful

ClaireAH
Participant

Yes please!  This would avoid us trawling through emails that don´t correspond to us.

adamhawes
Participant

This would be ace - this is so easy with intercom at the moment. 

 

Sometimes a support or billing email ends up in the sales inbox (and vice versa). It should be so much easier to move this across to another team's inbox, without having to assign it to an individual - whom we have to add to the sales inbox or add as a comment. 

 

 

KeeganSmith87
Participant

WE NEED THIS.

squizzyit
Participant

We absolutely need this. Has been a functionality of every email management product used previously.

CJfromRobling
Member

+1 this idea. Just ran across this situation for the first time.

KeeganSmith87
Participant

Service Hub product manager Cambria had me on a call in October, told me that it was coming early this year. When, I don't know, but it's looking promising, I hope!

ChrisAltro
Member

Yeah we really need this too. Thanks for bringing that up!

 

To reduce the odds of getting irrelevant requests in one of our inboxes, somebody from support suggested using a chatbot (we now have a "contact us" page in our website, where choices are mapped in Hubspot DB and drive requests to the relevant inbox).

 

But requests addressed to our back office are not mapped options in our contact us page, because they are way too specific (like logistics details etc.)

 

As a result, several inboxes will have to reassign conversations to the back office, who have no way of keeping all of them in one place.

 

Hope that helps understand the issue better 🙂

Chris

 

 

hannebjorn
Participant

YES, that would be a HUGE help for our service desk!

Thanks 🙂

TenneSteve
Member

This would be a TREMENDOUS time-saver. We are all-in with HubSpot CMS, SalesPro, MarketingPro, and ServiceHub and while we're still getting all of our processes ironed out, I've struggled with at least a half-dozen messages that should have been submitted to another inbox.

fenton
Participant

This feature is essential if the vision is for customer success to be managed effectively in Hubspot only! I'm actually unpleasantly surprised that this was not present from the start. Big impediment for our entire commercial organisation to transition to Hubspot from other platforms.

rbrown216
Member

This would be a huge timesaver. Trying to workaround this is very awkward 

Status updated to: Being Reviewed
vvadlamani
HubSpot Product Team

Hi everyone,

 

I’m Vijay, the Product Manager for HubSpot’s Conversations Inbox tool. Thank you for taking the time to submit and upvote this idea.  We hear you loud and clear, and we agree that this functionality is important. We are currently evaluating if this Idea is feasible and, if so, how our team will implement it. 

 

I will keep you posted on this thread about the progress we make.  Thank you for your patience and understanding. 

 

Regards,

Vijay Vadlamani

persiapa
Participant

Hello,

 

@vvadlamani do you have a timeline of when this will go liev please?

 

I'm trying to figure out if we should stick with our current process until this is released? Or if it's going to take a way, to come up with a different way of working. 

 

Thanks,

Persia

jlavin
Member

We have 'sales' and 'service' teams....but can't move emails back and forth...this is critical for our service and sales teams to manage customer communication properly. thanks!! 

JB1
Member | Platinum Partner
Member | Platinum Partner

We want to be able to ask which city someone is interested in and allocate them to a conversations inbox for that city.  The ability to assign Chats to any inbox is needed for this.  THanks 

Jeff-from-POW
Member

I'm coming from helpscout and moving conversations between mailboxes is a just a normal part of life for us.  Please implement this!

graceotaiza
Participant

+1

Status updated to: In Beta
vvadlamani
HubSpot Product Team
Hi everyone, 
 
This feature is now in beta! If you are interested in participating, please fill out this form - https://forms.gle/NYU3K9FK6VnX8qt98 
 
For those who have replied to my post before, more information about the beta here 
 
Thanks & Regards,
Vijay Vadlamani
Senior Product Manager - Conversations Inbox