Shared and Personal inbox

[marketing10]

Hi,

I am new to Hubspot. I am currently on the Sales Starter plan. 

I would like to understand what is the difference between shared and personal inbox. If I am managing my company's Hubspot account, does it mean I should connect the company inbox as a shared inbox, whereas for the company's CEO, he should connect his personal inbox? 

And it is possible for my CEO to share some of the emails he received to a shared conversation box?

I hope this makes sense. 

Many thanks!

[Josh · Accepted solution]

Hi @marketing10,

The personal inbox is for individual communication. Think of it like Outlook or Gmail. 

The shared inbox is more like a distribution list, where the information isn't necessarily directed towards one person. Think of things like support@, sales@, info@, hello@.  The response to these requests can be responded to by any individual because it's not directed to one person.

Yes, your CEO could share an email to the shared inbox by forwarding said email to the address that correlates with the shared inbox. For example, ceo@companyname.com gets an email about an issue that needs to be resolved, CEO could forward that email to support@companyname.com.  

I hope that helps, but I would be happy to talk through this further with you!

Josh

[HernandoB]

Hi, I am also new to HubSpot and I haven't been able to figure out where can I see my personal e-mail inbox.

I can see the Inbox for the shared e-mail under the conversations tab, but where can I see the inbox for my personal e-mail?

[marketing10]

Thank you Josh! 

Just a follow-up question - when my CEO logged in to this own account - which is a free account, how can he send an email to clients with the contact saved in CRM? Does he go to the conversation tab --> inbox--> then compose?

But when he try to do that, it shows that his email account is not connected? 

Thank you in advance. 

[Josh]

Hi @marketing10,

If he wants to send an email to a client that is already in the CRM, he would do that directly from the contact record. 

If it is the first time emailing from the system, he will be asked to set up the email integration. If you're on Google Apps or Office 365, that will be very straightforward and it will walk him through the process. Emails he sends from HubSpot will also show up in his sent folder on whichever email provider you are using.

Josh 

[marketing10]

Thank you again! 

And just to confirm the conversation inbox on my CEO account is the shared team email account?

And why is that it kept showing that his email account isnt connected on the inbox page?

Many thanks! 

[Josh]

I'm going to send you a PM. It might be easier to hop on a quick Zoom. 

[NRodrigues]

I wish we had the answer here because it seems this is a reoccuring problem for new users! I am only able to see our customer service "shared" email and have no idea how to find my personal inbox even though it shows connected under integrations...how do I navigate there?

[TiphaineCuisset]

Hi @NRodrigues 

Thank you for reaching out. 

The personal e-mail address does not have an inbox within HubSpot. You'll be able to send email from the contact records; or via Sequences if you have access to the tool, but you won't get a centralized inbox. If this is what you want you'll need to connect the inbox as a shared inbox and than all incoming emails will get in Conversations > Inbox

You can find more information on the two connections here.

Hope that helps.
Have a lovely day,
Tiphaine.