Sep 22, 2017 2:09 PM - edited Sep 22, 2017 2:58 PM
Hi, does anybody have an example of how to configure HubSpot IMAP for an Office 365 shared mailbox?
I've tried a variety of configurations with out success. This is what I've been using via other mail clients:
Email Address: email@example.com
Password: <password for firstname.lastname@example.org>
Using this same configuration within HubSpot results in the error:
Unable to create inbox for this user.
Any help would be much appreciated!
Solved! Go to Solution.
Sep 25, 2017 3:16 PM
Have you confirmed your server and port information with your IT team? You should be able to connect your Office 365 account using that information. If you still have the issue after confirming the information, can you please send along the information outlined in this article? That information will help us advise on next steps.
Sep 25, 2017 4:08 PM
Thanks fo the reply @jennysowyrda
The configuration is correct (they are used in multiple other email clients to interface with Office365's IMAP).
Here are the details from: https://community.hubspot.com/t5/Account-Settings/Have-a-Question-about-IMAP/td-p/23396
1. Hub ID: 3486281
2. See below
Screenshot of connectiondetails:
First error after clicking submit:
Second error after checking "Allow non-secure certificate"
3. Email address: email@example.com
4. Excluded as the HAR contains my IMAP password. This is very dangerous to ask for. https://community.hubspot.com/t5/Account-Settings/Have-a-Question-about-IMAP/td-p/23396 should be updated to inform a users they will be sharing their password if they choose to upload it publically.
5. a) email address - manually b) password - manually c) port information (under advanced settings) - autopopulated (incorrectly) then corrected manually
Thanks for the help.
Sep 26, 2017 8:40 AM
You can share the HAR file with me directly-no need to share it publicily as we do want to keep your information private!
Can you try connecting your inbox through the Office365 connection instead of IMAP? It looks like your email address is hosted by O365 so I am curious to see if you have better results with that connection.
I am also going to share all of this information with the support team to see if they can provide any additional insight as well.
Please let me know how you get on with the O365 connection and we can go from there.
Sep 26, 2017 11:18 AM
Hi @jennysowyrda, thanks for the help and quick reply!
I have the primary address for the account (firstname.lastname@example.org) configured through the Office 365 Integration (works great!). The problem only comes when integrating the shared mailboxes which requires the IMAP configuration -- mainly because I don't have an opporunity to pick the shared mailbox address when using the Office 365 method.
And sorry, noob question, how do I share the HAR file with you? Is there some way to direct message here?
Thanks a million!
Sep 26, 2017 2:05 PM
Thanks for that information regarding the O365 option. I'm going to partner with the support team for this one to get next steps regarding the shared inbox situation.
I'm also going to direct message you so that you can reply to send me the har file!
Oct 6, 2017 9:01 AM
Hey @jennysowyrda, any chance there is some good news on this front? We're ramping up our sales pipeline and this would be incredible helpful to have!
We have tried using the BCC address but it doesn't work, which makes sense because the email address differs, so we're pretty much stuck with copy & paste / manual notes 😞
Oct 7, 2017 6:07 PM
Thanks for the suggestion @Artur however it will not work for our company.
I have multiple mail clients integrated with shared mailboxes through IMAP so I'm hoping one of the engineers at HubSpot can debug whatever little change is needed to make it work.
Oct 9, 2017 12:00 PM
Thank you for your patience! I've been working with our developers regarding this, and essentially the root of the issue is that you are trying to connect an Office 365 hosted email through IMAP. As far as the shared inbox, there shouldn't be anything interferring with the functionality of using a shared inbox through the O365 connection. Have you partnered with your IT team regarding this connection issue? As they know the ins and outs of your connection and email hosting services, they will be the best resource in terms of what limitations are inteferring with the shared inbox.
If you continue to have this issue after working with your IT team, can you send along any additional information regarding your inbox set up, or the customizations around your email server settings?
Oct 9, 2017 3:15 PM
Hi @jennysowyrda, thanks for helping to get to the bottom of this!
I want to confirm that the IMAP connection settings I'm using are correct. For example, the Android Email app is working to send/receive without issue. As a test, I just used the same IMAP settings to set-up an Apple Mail client and they worked without issue. The problem is definitely somewhere in the HubSpot backend (I use the same settings in HubSpot and I get the various errors above).
Is it possible the username value is being parsed incorrectly in HubSpot (as it is a little weird to have the "/" in it?)
Looking forward to this being resolved.
Oct 19, 2017 12:01 PM
I apologize for the delay in responding!
I am in the midst of communicating with the team regarding your inquiry and they are actively investigating it on their end. I have not heard back with next steps, but once I have I will reach out with those.
As you are a Sales Pro user you do have access to HubSpot Support.
May 23, 2018 4:20 PM
We are trying to integrate a non O365 shared mailbox with IMAP and are unable to connect. We successfully set up a non-shared mailbox (also non O365) using IMAP, but trying to connect a shared mailbox instantly sends an "Unable to create inbox for this user." Error.
It seems to be a shared mailbox integration issue. I will be reaching out to our HS representative.
Aug 22, 2018 7:01 PM
I am also having an issue with connecting a shared mailbox. They don't have sign-ons, so the current 365 integration can't work for a shared mailbox.... unless I've missed something. Has this gained any traction in the dev team?
Aug 24, 2018 2:35 PM
I am very disappointed that the Conversations modual within Hubspot cannot integrate with an Office365 shared email. I want to toss my hook in to try to catch the response when this gets corrected.
For those who are searching for answers, the issue is that Hubspot requires the email to have it's own login into the Office365 system. Shared emails do not have their own logins. They are shared by other users and are accessed through the other users' logins. These "other users' logins" only allow you to connect that user's own personal email to Hubspot.
Dec 14, 2018 8:48 PM
I wanted to create a centralized hub for inbound without burning another Office 365 license.
Found this article and then found a solution to this that works for me and it will likely help you, too.
1. Create a hubspot hosted email address to act as your inbox email address
2. Add a mail user to Office 365 that points to your external hubspot hosted email address
- I called mine "Hubspot Inbound" for instance
3. Create an Office 365 shared mailbox as desired
- "<Company> Inbound" in my case
4. Edit the delivery properties to add a forward to your newly created mail user
- mailbox features - mail flow - delivery features - enable mail forwarding
- select your new mail user you created, in my case "Hubspot Inbound"
5. Give it some time to propigate the changes
Feb 1, 2019 5:33 PM - edited Feb 1, 2019 6:07 PM
EDIT: Indeed, I was "missing something major" in my original response below. The bit about a shared mailbox not having a password is not entirely true, as discussed here. In Office 365 you can indeed create a shared mailbox, then go to the "Active users" list (not the "Shared mailboxes" list), click on the mailbox, and do a password reset in order to set a password. Then use that username and password in order to connect it with Hubspot.
Unless I'm missing something major, I'm not sure how the suggestion to "reset the password" on a shared mailbox is a legitimate solution? The core issue is that an actual Office 365 shared mailbox doesn't actually have a username and password associated with it (https://blogs.technet.microsoft.com/lystavlen/2011/11/04/understanding-shared-mailboxes-in-office-36...).
This seems like a very common use case. Would be great if there was a way to get this working natively. Thank you for an otherwise amazing product!
Feb 14, 2021 5:30 PM - edited Feb 14, 2021 5:31 PM
I didn't realise you could 'create' a password for shared mailboxes, but this worked great. Go to admin settings > Active Users > find shared mailbox > reset password > type in new password > voila.
I had to add the inbox to hubspot through an inprivate browser so that I could enter the email address of the inbox I wanted to add, otherwise it tried to use my default main email address.