Help with shared inbox!

[CH3041]

Currently our onboarding partner + hubspot help do not quite understand or know how to implement what we need. We're currently on-boarding with hubspot and running into a few issues. 

Our company use a centralised inbox for ALL inbound and outbound enquiries. Instead of removing an email from the shared inbox for a particular staff member to manage in their own emails, we instead reply "on behalf of" shared inbox, so our own signature is below the response and when our client reponds it comes back into shared inbox. If we have one owner of an enquiry, and the reply to quote or sales enquiry is routed outside shared inbox, it is then not visbile to the team. If the original reponder is on night shifts, sick, annual leave etc that email is then not able to be viewed by the team and we cannot repond to the client. This is a huge issue for us.

What we'd like to do:

- 3-4 staff connect to shared inbox, sales@ or ops@

- Assign emails to staff for workflow reasons, but have replies come from sales@ or ops@

- Have ability to reassign or share reponsbility of email chains

- Have individual signature for staff on emails from shared inbox (currently centrally managed by marketing using codetwo software)

- Have sequences and flows etc generate off the back of emails from shared inbox

- 99% of sales/ day to day communcation - shared inbox 

- 1% confidential tenders or other emails on a need to know basis only, like internal communication - individual inboxes.

I feel like I cannot set anything else up without knowing how this will work in HubSpot.

Overall we want to be able to use outlook predominately using hubspot widget, but they don't work in shared inboxes, only individual inboxes. We have the shared inbox coming into the conversations inbox at the moment, but it doesn't log replies from shared inbox?

Any help would be greatly appreciated.

[RSchweighart · Accepted solution]

Hi @CH3041,

Thank you for the detailed message. Is your team completely against using the conversations inbox? That will give you much better visibility into who owns the conversation and leveraging some other capabilities. In the settings, you can modify the From: line to be the agent name and your organization name: 

Notice you can add a team signature. If you want individual signatures, I would recommend setting up snippets for each person on your team to apply their signature in responses from the conversations inbox. https://knowledge.hubspot.com/conversations/use-snippets

Depending on the plan, you can connect multiple shared inboxes to HubSpot: sales@ ops@ etc.

You never mentioned tickets, but are you using those in HubSpot?

Also, regarding the emails going 'outside' the shared inbox... if the email goes to a user account connected to HubSpot, you should see the email on the contact/company record.

Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier.