Moving channels to a new inbox

[FabioRosado]

Hello folks,

When we started using HubSpot we were using the default Inbox to get our emails from different sources. Support tickets, support email, etc.

As our team grew, we decided to create a specific inbox for support, is there an easy way to move the channels on the default inbox to the new one? Or do I have to setup everything again?

Thank you

[sbk_100]

I am currently looking into this for my company's setup, which was created before I joined the company.

Can you confirm that if we disconnect a Channel (either an Email or a Form), and re-connect it to a newly created Inbox, the previous submissions and engagement on past Conversations will simply import to the new Inbox view without losing any historical data, including Ticket properties that may have been manually updated in the past?

@TiphaineCuisset 

[TiphaineCuisset]

Hi @sbk_100 

Thank you for reaching out

I have tested on my portal and I can confirm the tickets and the conversations are not erased, however the old conversations stay in the old inbox. Only new conversations will get to the new Inbox. 

Hope that helps.
Have a lovely day,
Tiphaine.

[sbk_100]

HI @TiphaineCuisset Thanks so much! A quick follow-up question:

Once we create the new Inbox and link the Form to it, as you mentioned, new submissions will route into that Inbox.

Do you have a recommendation how we might be able to move the old conversations submitted through that form into the new Inbox for historical purposes (Any submission as well as the response, i.e. the complete Conversation thread).

Thank you!

[TiphaineCuisset]

Hi @sbk_100 

Thank you for your reply. 

I checked and I can confirm you can move a conversation from one inbox to the other by following these steps. However, it's not possible to do that in bulk at this stage. I'd recommend posting an Idea in our Ideas Forum regarding this. That way other users can upvote it; and the Product Team regularly monitors the Forum

Thank you!

Best

Tiphaine

[FabioRosado]

Thank you for the suggestion TiphaineCuisset, I'll set up the new channels again

[TiphaineCuisset]

Hi @FabioRosado 

Thank you for reaching out. 

At this time you can move conversations from one inbox to another by following these steps; but this is not possible to change the inbox for the connected email. You'll have to remove that email and connect it again to the default inbox. I'd recommend posting an Idea in our Ideas Forum regarding this. That way other users can upvote it; and the Product Team regularly monitors the Forum

Thank you

Best

Tiphaine