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Our ideal scenario would be that all of our customers would contact the generic Sales inbox (sales@org) connected to HubSpot for obvious reasons like holidays and sick leave.
Unfortunately, the majority of our clients choose to contact our agents directly on their individual work email (agentname@org). This did not end up in HubSpot and that was a problem.
A fix for this was implemented by someone, and this fix was a Gmail Rule to forward almost everything to the Sales inbox. Unfortunately, this was a poor fix because this overloaded the inbox with junk.
Back to the now.
With the HubSpot plug-in we will potentially fix 1 part of the process. That is replies to agentname@org will be logged.
Now we need to take that information and inform the agent about the new reply. Because they will/should not be in Gmail for their customer contact but in HubSpot.
Also, we track progress and communication in a deal. So it would be perfect if the logging could not be on the contact but on the deal.
Ah thanks @karstenkoehler , I was not aware that we needed a plugin.
With the plugin though, it logs the reply under a Contact and not under the deal. Do you know how to fix that?
Also, we'd like our frontline not to work in Gmail. Do you have any good idea's on how to notify our agents on a new reply? They'll be generally in the HubSpot conversations/inbox section, but these replies don't end up there
The conversations inbox is something different. If they work from the inbox, new replies should show up at the top of the conversations inbox. Is that not the case?
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer
Our ideal scenario would be that all of our customers would contact the generic Sales inbox (sales@org) connected to HubSpot for obvious reasons like holidays and sick leave.
Unfortunately, the majority of our clients choose to contact our agents directly on their individual work email (agentname@org). This did not end up in HubSpot and that was a problem.
A fix for this was implemented by someone, and this fix was a Gmail Rule to forward almost everything to the Sales inbox. Unfortunately, this was a poor fix because this overloaded the inbox with junk.
Back to the now.
With the HubSpot plug-in we will potentially fix 1 part of the process. That is replies to agentname@org will be logged.
Now we need to take that information and inform the agent about the new reply. Because they will/should not be in Gmail for their customer contact but in HubSpot.
Also, we track progress and communication in a deal.So it would be perfect if the logging could not be on the contact but on the deal.