Please follow the instructions:
There are times when the client replies to an employee's emails but not the shared inbox that we use for client communication on HubSpot.
Let's assume a client scheduled a meet with me and a transactional reminder email is sent to the client from saurabh.c@webdew.com and there are times when the client does prefer to write back to saurabh.c@webdew.com instead of writing to hello@webdew.com which is our shared inbox.
In such cases, you're always requested to forward such emails to the respective department's shared inbox. Upon receiving these forwarded emails on shared inbox, it's requested to always take care of these two parameters:
1. Remove the personal email id from CC or BCC while replying from the shared inbox on the forwarded email.
2. Always remove the employee contact from the deals associated with the contact.
Please Note: It's strictly notified that no one is supposed to reply to the clients from their official webdew email or personal emails but are supposed to be only replying from the assigned shared inboxes.