How you can create an Inbox and Shared Inbox (Team email) in HubSpot

Create a conversations inbox

In HubSpot, you can create a conversation inbox in order to streamline and centralize communication with your contacts. You can also connect different channels to the inbox, then view and reply to all conversations at one place.

Create an inbox

  • Click the settings icon from the main navigation bar of your HubSpot account.
  • Go to Inboxes in the left sidebar menu.
  • Click the dropdown Actions and select Create new inbox from the extreme left.
  •  Enter a name for the inbox in the Team inbox name.
  • Click the dropdown Add team inbox members to choose who can see this inbox.
    • Everyone: every user in the HubSpot account can see the inbox.
    • Specific users and teams: only selected users or teams in the HubSpot account can see this inbox.
  • Click Next.
  • Select which channel would you like to connect
    • Connect a Team email.
    • Connect a Chat channel.
    • Connect a Form.
    • Connect a Facebook Messenger.

Connect a channel

Connect a Team Email channel

With this channel, your team can view and reply to emails in the conversations inbox. Multiple users have access to the team email address and is use to communicate with contacts.

A personal email is an email address not used by anyone else in your team. You can use it to send one-to-one emails from the CRM, log email replies to the CRM, send sequences emails.

To connect your team email address

  • Select Team email.
  • Select Yes, this is a shared account.
  • Click Next.
  • Select GmailOffice 365, or Other mail account.
    • Select Other mail account to connect a Google groups account or a hosted email account.
  • Read the terms for connecting this email account with HubSpot, then click Continue.
  • Click Continue.
  • Choose an email address you want to connect to, enter login credentials, and complete the process to allow HubSpot to access your inbox.
  • From the Email Details screen, you can customize the information that contacts will see when they receive an email from you. To customize the from the name that displays, click the dropdown From name and select any of the following:
    • Agent and company name: contacts will see the user's name and the company name when they receive an email. Enter the company name in the text field.
    • Company name: contacts will see the company name when they receive an email. Enter the company name in the text field.
  • If you want to include a team email signature in emails, select the Enable team signature checkbox.
  • In the text box, customize your team email signature in the Simple/HTML editor.
    • You can format the text by using format options from the bottom of the text box..
    • You can also insert a personalization token by clicking the Insert Token. 
  • Click Next.
  • To Automatically assign conversations, click the toggle to switch on.

    Assign to 
    • Contact owner: route incoming email to a contact's owner.
    • Specific users and teams: route the incoming emails to the selected users or teams.
  • Click Connect and Finish. 

Connect a Chat channel

  • Select Chat.
    • Style your chat. Choose a background colour.
    • Click Next.
    • Click the dropdown Chat heading and select the name and avatar to appear on the chat.
    • Write the Welcome message.
    • Click to toggle the Automatically assign conversations switch on to set whom incoming conversations are routed to. Then click the Assign To dropdown menu to assign to specific contact owners or users.
    • Select the Pop open the welcome message as a prompt checkbox to automatically display the welcome message when the page load 
  • Click Next.
  • Set the time when your team should appear available to chat. Let visitors know when they can expect a reply. Select an availability option from:
    • During business hour
    • Based on team member status
    • Always
  • Click Next.
  • Check the preview that how your chat widget will look on desktop, tablet, or mobile.
  • Click Publish.

Connect a Facebook Messenger channel

  • Select Facebook Messenger.
    • Click Continue with Facebook.
    • In the pop-up window, log in to your Facebook account.
    • Click Connect to connect to Facebook Page.
    • Enter a message to display the first time a visitor starts a conversation with you in the greeting text box.
  • Click Next.
  •  Enter a response in the Send instant reply text box to send a reply to visitors immediately after they send their first message.
  • Click the dropdown Automatically assign incoming conversations to and select a routing option to set whom incoming messages are routed to.
  • Click Next.
  • Use the Greeting and Instant reply buttons above the preview image to preview how your greeting and an instant reply will appear.
  • In the bottom right, click Done.