how to change the shared inbox email?

[pancharatna]

I am using CRM Free and thus only have one shared inbox possible. I want to change the email address associated with the shared inbox. But there is no way to do this.

I can't delete the existing one and create a new one, because there must be at least one shared inbox.

How can I get this done?

[jennysowyrda]

Hi @pancharatna,

Are you encountering an error when you try to delete your currently connected group inbox? You should be able to delete that inbox and then connect a new one.

If you can share screenshots of what error you are seeing when you try to disconnect/delete the original one that would be great.

Thank you,

Jenny

[csababalazs]

Hi @jennysowyrda,

I have the same problem, I accidentally connected my personal email address as a shared inbox, and now I cannot delete it, the button is grayed out: "There has to be at least one inbox connected to conversations. As this is the only inbox connected right now, it can't be deleted until another inbox is added."

Could you please help me with this?

Thank you!

[jennysowyrda]

Hi @csababalazs,

If you disable the inbox first, are you then able to delete it? 

If you are getting stuck following these steps can you please send along a video/screenshots of where you are getting stuck? 

Thanks,
Jenny

[csababalazs]

Hi @jennysowyrda,

I've tried to find where to disable the inbox, but could not find any info.

I have attached the screenshot from the settings page.

Unable to delete inbox

Thank you,

Csaba

[crosen]

I'm having a similar problem.

I set my personal email up as the shared team email.  When I tried to delete it, it said, 'no you need at least one shared inbox connected,' okay, so i created another email acct, added that as a shared acct and then tried to delete and add my personal acct to the personal inbox.  But it says and is still showing enabled with no option to disconnect or Delete.... any ideas??

[jennysowyrda]

@crosen can you please follow the same steps and navigate to the settings for your inbox to see if you have the option to delete the extension from there? 

Thanks,
Jenny

[jennysowyrda]

Hi @csababalazs,

Can you please navigate to conversations>inbox>settings (in the bottom left hand corner)>email and then disconnect the email from there? If you do not see these options can you please send along screenshots of what you do see?

Thanks,
Jenny

[AdamOE]

Could it possibly have something to do with the "Create Inbox" option being a paid service, but we're using the free CRM? When I click manage inboxes it takes me to the image i've linked - it shows there is an inbox created by an unknown user... maybe the inbox our accounts are linking to cant be deleted because we dont have access to see it? Just spitballing because i'm having the same issue as well.

[csababalazs]

Hi @jennysowyrda,

Unfortunately there is no Disconnect option, no matter where I look.

[csababalazs]

All I see is:

Conv settings

Once I click the Inbox, I get to this screen:

 Inbox settings

There is no way to disconnect my personal inbox? Maybe it's as @AdamOE suggested, if we are on a free account we cannot add another Inbox, and since there needs to be at least one inbox connected to the Conversations, we are stuck?

Anyone's help is much appreciated!

Best,

Csaba

[AdamOE]

@jennysowyrda Edit* fixed

[csababalazs]

@AdamOE, @jennysowyrda: Yupp, it's exactly the same on my side.

[AdamOE]

@jennysowyrda So I was right? Excellent, you can upgrade my free account to professional for beta testing whenever you'd like 

[csababalazs]

Thank you @jennysowyrda. Looking forward to hearing from you as soon as possible, we are literally stuck at the moment, not being able to setup our sales team until we figure this out.

Thank you,

Csaba

[jennysowyrda · Accepted solution]

Hi All,

There was a known issue within HubSpot earlier today that impacted users' abilities to disconnect their conversations inboxes. 

This issue has been resolved now, so you should be able to disconnect your team email (the Gmail/Office/etc. hosted email) by following the steps outlined here: 

First try first reconnecting your emails to Conversations. Be sure to click the Done button at the end of the connect flow.

Then once it is fully connected, you can then delete it again from within Conversations by clicking Delete here:

And you should be able to connect it again.

The inbox is different than the team email, so while you cannot delete the inbox, you can edit the settings associated with it, and you can change the email address associated with the inbox. 

The inbox is the hub for all of your communications (chat, email, etc.), while the email address is one stream of communication that can come into the inbox. You can change what email address is associated with your one inbox. 

If you have any issues after following those steps, please let me know. 

Thanks,
Jenny

[AdamOE]

Thanks @jennysowyrda worked like a charm - editing previous posts to remove personal information.

[Johnw]

need help with changing my shared inbox and connect to my inbox.

[jennysowyrda · Accepted solution]

Hi @Johnw,

I would recommend following the steps in this thread to disconnect and then reconnect your inbox.

Thank you,
Jenny

[srunyon]

I'm not able to delete or disconnect from the shared inbox function...

[jennysowyrda]

Hi @srunyon,

Can you please share where you are getting stuck and what steps you have taken so far?

Thank you,
Jenny

[slipy]

hi There,

I'm facing the same issue. Du to a brand name change I want to change the email adress in the the share inbox. I removed all the connected email now but I have no option to change the share inbox email as you can have only one as a free member.

[jennysowyrda]

Hi @slipy,

Can you please share screenshots of where you are getting stuck? The more information, screenshots and details you can provide, the better the Community can assist!

Thank you,
Jenny

[slipy]

Hi Jenny,

Sure. Here ist exactly what I want to do.

My Share inbox email ist with the old name TerroirCamping.
I want to change it with the new name
When I click on edit, the delete option is not available as I need at least one inbox
But I can't create a second one to delete the first one as I m a free user.

Attached are the screenshots.

Thanks a lotOld share inboxWhen I want to delete it or add the new one

[jennysowyrda · Accepted solution]

Hi @slipy,

You can remove a connected email address from conversations, even without deleting the "inbox", which would enable you to connect another email address and connect it as your inbox.

If you are looking to “reset” your inbox, you can accomplish this by disconnecting each email address you have connected to the inbox under inbox email settings. 

If you are still stuck after taking those steps, please let me know.

Thank you,

Jenny

[slipy]

Hi Jenny

This help me. It was not so easy but It solved the problem. Thanks a lot!

[theknight3144]

Hi there,

Same troubles here, I have tried to follow the steps outlined in this thread, but no luck.

When trying to finish the inbox set up, it seems to be trying to connect my personal email not the shared one.
I get the following error:

I can't delete or add an the inbox.

[JessicaH]

Hi @theknight3144,

it looks like the email address is already connected as a personal inbox by the user Ella.
In order to connect it as a shared inbox, she would have to disconnect it as a personal inbox.
This thread explains the difference between personal inboxes and shared inboxes.

Take care!

Jess