Conversations Inbox - Reply from individual user

bhohenstein

We would like to provide individualized service to our customers, so our workflow would be best served if we could specify that responses to Conversations Inbox messages come from the email address of the individual user. That way the customer can correspond with the same person and feel a little more personal.

HubSpot updates
Status updated to: Not Currently Planned
May 19, 2020

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.  Conversations Inbox only supports shared emails and we have no plans to support personal email.

 

However, I agree that offering a personalized service is key to a great support or sales experience. With that in mind, we've built a feature that will let you customize the "send from" address to have the name / name & company of the agent who is sending the email without having to use a personal email. We believe that will help you offer a personalized service while using an email that is shared across your team. This feature is available in Settings -> Conversations -> Inboxes ->  Choose a shared email -> Configurations  

 

Thank you for your patience and understanding. 

 

Regards,

Vijay Vadlamani

6 Replies
bsmith5791
Member

Our company absolutely needs this and we were surprised to find this was not an option after purchasing HubSpot even though it was brought up during our sales meetings. Unfortunately we will have to continue using another piece of software to truly collaborate on our emails. Hope this gets implemented soon.

ssauerbrei
Member

Please!! Please!!! Please!!!!

ivyvines
Member

yeah, what those two said!!!!!!

carrieraney
Member

Collaborating on email is the best.  This is a feature that is desperately needed!

tomgoedhart
Participant

Also looking for this! We have a team of customer service that handles all emails. Sometimes they assign an email to me so I can pick up the harder things. However when I pick things up I want to pick them up from my personal email, not the shared email box. 

 

It would be great if it is possible to have the option to reply from my personal email and continue the conversation from there.

Status updated to: Not Currently Planned
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.  Conversations Inbox only supports shared emails and we have no plans to support personal email.

 

However, I agree that offering a personalized service is key to a great support or sales experience. With that in mind, we've built a feature that will let you customize the "send from" address to have the name / name & company of the agent who is sending the email without having to use a personal email. We believe that will help you offer a personalized service while using an email that is shared across your team. This feature is available in Settings -> Conversations -> Inboxes ->  Choose a shared email -> Configurations  

 

Thank you for your patience and understanding. 

 

Regards,

Vijay Vadlamani