Slack Channel notifications for Email Conversations

anthonypivot

Reading https://knowledge.hubspot.com/articles/kcs_article/conversations/how-do-i-integrate-slack-with-the-c..., I see "Please note: the Slack integration only supports receiving live chats from the chat channel of the conversations inbox, and not the team email channel." This seems like an obvious feature that should exist.

 

We request a seemingly simple feature (given that a Hubspot inbox already allows you to assign a Slack channel, etc) where new unassigned conversations coming from the team email make a notification to our Slack channel like the existing live chat notification - https://knowledge.hubspot.com/hs-fs/hubfs/Knowledge_Base_Images/Sales_Tools/Sales_Messages/reply-in-... - but with the only option being to reply in inbox (threading etc not supported).

This is an important feature for us, so we can quickly discuss which member of the team should take it.

12 Replies
jordanvitruvi
Member

This would be HUGE for our team to respond to conversations (in my case, tickets) from Slack, as it's our main communication tool and we miss notifications when away from the computer as the Hubspot App for Service is terrible.

davidtownsend
Participant

Important for us too - transparency with the wholse team is a core value of how we work. Having a slack channel with all our comms available for everyone is something we're used to, and really notice lacking since moving to HubSpot

laurence_b
Participant

Absolutely a must, I also thought it was a bug and so i double-checked the documentation and realised it wasn't a bug, it was a FEATURE (as they say)

Status updated to: Being Reviewed
poconnell
HubSpot Product Team

Hi All 

I am the Product Manager for HubSpot Slack integration. 

Thank you for sharing this feature request with us. We agree that this functionality is important, and we are considering developing this into our integration. I will update this thread with more information soon. Please also keep an eye on our product blog for updates about this integration functionality - https://product.hubspot.com/blog, 

brent42
Member

Definitely feels like a bug that Hubspot doesn't support this - most other CRMs do support it!

Kooditoimisto
Member

What is the status of this at the moment? 

In the link https://knowledge.hubspot.com/integrations/manage-your-records-in-slack I can no longer see the text "Please note: the Slack integration only supports receiving live chats from the chat channel of the conversations inbox, and not the team email channel."

 

...that you mentioned in your first post. 

 

So only possible to get chats to slack but no emails to slack? or what is the status?

Thank you!

sixsteps
Participant

Adding my own 2 cents on how much more valuable this feature would be to downstream team service functionality. It would certainly improve and streamline the transparency and response times for my CSRs.

apers
Member

This is a basic functionality I find absolutely bewildering that it does not exist today.

jonsen_at_sofar
Member

Suggested in 2018 :0

Proton-CS
Member

Echoing the sentiments here to say that this should be a supported feature! It is also frustrating that the language saying this is not possible was removed from the Knowledge Base. I had to go through considerable back-and-forth via chat to find out email integration is unsupported!

richard88
Contributor

+1 that this is a great idea and hoping we can have this implemented in the near future. The chat tool is useful but upgrading the team inbox will be crucial as well for so many teams. 

SGolden
Member

This is such a basic requirement - Emails come to our group inbox and then a notification goes into Slack - how is this not set-up already?