There is currently no way to set default associations or de-select unwanted associations in the Conversations Inbox when replying to conversations sent to a team email (Settings>Inbox>Inboxes).
This option is available on the record level when sending an email (you can uncheck deals that you don't want to associate to, for example) and in the default association preferences for the Chrome/Outlook desktop HubSpot Sales Tool add-in.
As a result Conversation threads may be associating to multiple deals and companies they aren't expected to in instances where there are multiple contacts included on the thread (in some cases more than a dozen) and then users are manually having to go and remove the association.
Can we build out association settings like the ones for our email extensions for the Conversations Inbox to proactively avoid this issue?
Much-needed! Currently, emails are associated with the Contact's open Deals by default... but chat conversations aren't! Please let us customize this 🙂
We need to be able to customize the record associations in the conversation inbox.
All of our custom objects are associated and most of them are not relevant to the conversations.
Currently, we have a risk associated with this, seeing as users will be able to create a custom object that needs to come through our api for the correct data input.
Yes indeed very much needed. This prevents customers to use the inbox because of all the clutter and risks of emails showing up on the deals that have nothing to do with the contents of the deal. I have a customer who has a lot of open deals on one contact.
Yes! This is extremely important to not clutter the CRM with "irrelevant" Emails.
This creates a lot of confusion between Customer Service (Inbox & Ticketing System) and Sales Teams (Deals), if Customer Service Emails get automatically associated/logged to all Open Deals.
It's really needed. In our case, a rep started a Conversation with a customer from an existing ticket but in the wrong Pipeline. Now the Conversation is forever associated with that ticket, and we cannot change the Pipeline of said ticket because it is needed there.
Although I appreciate being able to create new Deals, Tickets, etc. from within the Conversations Inbox, it would be very helpful if we could both associate existing records and create new ones as needed.
Right now it's double work, because we have to go to the Contact record to make all the correct associations.
A whatsapp conversation has been mistakenly assigned to a contact, we would like to reassign this conversation to the right person, it would be interesting to be able to reassign the conversation.
This is definitely needed. Plus there seems to be a change - incoming emails used to be associated to the contact and the open deal, but now they are only assigning to the contact, even if the email chain WAS associated to the deal. This is causing a lot of extra administration going into the email in the contact record and associating it with deals/companies/etc. This is a no brainer and it appears a lot of people would like this to be better managed.
This is causing real issues for us - we have a lot of contacts with multiple deals open simultaneously, and the deal history is being filled up with unrelated correspondence.
I'm trying to get the sales team into the habit of linking relevant emails with deals, but fighting an uphill battle as emails that are correctly linked are lost in the middle of all the other unrelated emails. Makes it very difficult to scan through the deal history and get a clear picture of what's going on.
This is crucial for us. With this issue causing extremely messy deals that are almost impossible to collaborate on with my team, and the Hubspot insights being taken away, these are becoming significant blows to our team and our ability to justify Hubspot over competitive products. Please @hubspot get on this and save some customers..
We also agree here. It must be possible to associate a conversation with specific data records. Our classic use case:
Conversations relating to a customer from external companies, such as a lawyer, end up in the accounting group mailbox. The lawyer writes to us in various conversations about different companies.
Currently, the contact has to be opened each time, the individual e-mail has to be searched for and assigned to the correct company.
It would be better if I could associate a new conversation directly in the inbox with the correct data record and this would be applied to all subsequent messages within the same conversation.
