Creating Your First HubSpot Conversations Inbox [Team Inbox]

In this HubSpot tutorial, we show you how to create your first HubSpot Conversations Inbox. We also add a team email into your Conversations Inbox and share with you tips and hurdles to watch out for along the way.

If you want to streamline your communication and manage conversations with ease around email, chat, and even Facebook Messenger, then this is the place to start your HubSpot Conversations Team Inbox conversation.

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About the Expert

George B. Thomas

George B. Thomas is an Inbound Marketing Marketer, Video Jedi and HubSpot Certified Trainer with more than 25 years of sales and marketing experience. He leads the Impulse Creative crew in HubSpot certifications with 19 including Inbound, Email, Contextual, and Content Marketing.

George utilizes his love of teaching and learning to help companies find their way to growth via workshops, speaking engagements, business audits, and of course, Sprocket Talk.


Full Transcript

George Thomas 0:00
In this video we're going to talk about setting up your HubSpot conversations inbox and team email to help streamline your company's communication. Are you ready to communicate LIKE A BOSS when it comes to your prospects leads and customers then hey, you know what time it is? That's right. It's your boy George B. Thomas from sprocket bring you yet another HubSpot educational video. So your first question might be what the heck is HubSpot conversations? Look, I get it. In its simplest terms. It's a set of free messaging tools right inside your HubSpot hub and their free with live chat team email, a Facebook Messenger integration and easy to use chat builder HubSpot gives you and your team the messaging tools and context from the HubSpot CRM to have unlimited personalized conversations with your prospects and customers at scale creating a HubSpot conversations inboxes an easy way to streamline and centralize your company's communication. Once you have conversations inbox created, you can connect different channels to the inbox and then view, reply and manage all ongoing conversations in one single place. So how do you create a HubSpot conversations inbox? Great question and exactly what this video is about. So let's dive in and show you how to get started. So to create a new inbox or unified inbox, under your conversations, you're going to go ahead and go over to the settings and you're going to go to the inbox. So here over on the left hand side, if we scroll down, we have inbox then what we're gonna have is we have filtering rules and inboxes. We're going to go ahead and click on inboxes. And over here on the right hand side, you're going to see that we have an Actions button and we can click Actions and create new inbox. Now once we're here, we're going to go ahead and name the inbox. I'm in this case We'll call it the spot and then add a team inbox members. So you're gonna see that you have everyone and specific users and teams hold up stop. Please note, incoming conversations can only be automatically assigned to users with a paid seat. But free users can still assign and respond to unassign conversations if they're included as a team member in the inbox. Also, if you choose specific users and teams, users with account access, or super admin permissions can view any conversations inbox in the portal but cannot take action in the inbox, such as assigning a conversation or replying to a threat unless they're included as a team member in the inbox settings. In this case, we'll go ahead and select everyone and we'll hit the next down here on the bottom right area. Now notice here we can add a team email, a chat, a form or even Facebook Messenger. What we're gonna do is, we're going to Say team email to get started. Now you're going to be able to see here that are we connecting a shared email account. And when you connect an email to your conversation inbox, you're connecting it as a shared account. messages sent to shared accounts can be viewed by everyone who has access. And of course, we've said, everyone so yes, this is a shared account or no, this is a personal email, you can select one of these two, if it's a personal email notice, they don't recommend that because your entire team will be able to see your emails and so if you want to, you can go ahead and connect a personal email but it is suggested that you do a shared account and of course, there's no warnings on that. And then we can then hit next depending on what email client use Gmail office 365, or other mail account, you will select here, but I'll go ahead and connect Gmail, you're gonna see all of these things that you should be reading Yes, you should be reading these things because this is telling you your Google and your HubSpot. And look, I know this is where you go but George Time is money and listen, read the freakin thing because it is all about how HubSpot gets access to your Gmail and Gmail and HubSpot work together. Take time to read the small print before you sign anything, or in this case, before you click that button, just read it. But in this case, we'll go ahead and hit Continue. And then we can select the email that we want to select. In this case, we'll go ahead and select Georgia impulse creative. And we'll go ahead and hit allow and I know what you're about to say, well, George, you just told us not use a personal email because everybody can see your email. Well, I get it and I'm just using it for demonstration purposes. So you know, jack, it's okay. It's a demonstration. It's a video tutorial. Once you

get to this point, you're going to be able to see that you have a from name, agent and company name here or you can say company name. If you respond to somebody and it's a company name, they will see the company name. If you have agent and company name, they will then see the agent name. In this case, I'm going to put George B Thomas. And so when responding, we can go ahead and respond as George B Thomas and agent and company name is selected. And you can see that over here, you can also enable a team signature. If you check that box, you can either create an HTML signature or you can go ahead and do a simple signature where you could just add information in bold italicize, insert, tokens, all sorts of fun stuff here. What I'm going to do is go ahead and grab the HTML code and I'm going to put it in for my signature and as far as signatures please note this signatures only apply to email sent directly from the conversations inbox and will not appear in the email composition window when writing an email from a contact record inside your CRM, the email signature you configured in your profile preferences will apply in that area. Now they can look the same, but they need to be set up individually. So paste that in. And you can see over here, this is my signature that we can now see, and I will then hit next. Now here we can take action on your conversation do we want to automatically assign conversations, if we tick that you'll see that we can actually assign to specific users and teams in this case, it's going to select me. And we can even treat incoming conversations as support tickets. If we turn that on, we can see that we can then edit the ticket that would actually come through. Also please note there is a limit to the number of objects that can be associated with a contact record. If a contact record hits the limit, a ticket will not be automatically created when they start a conversation. Now you can learn more about this technical limitation for objects Association by visiting hub spots product and service catalog to link down below in the description. We're actually going to turn this off and we'll leave automatically assign conversations on and we'll hit connect and finish. And then what we can do is we can either connect in the channel or view messages in our inbox. We'll come in here and we'll see that we have all conversations conversations assigned to me unassigned and email. And of course, we get a nice work George message right here from HubSpot to see that yes, this email is working and that we get it So what's next? Well, first, a word to the wise if a visitor sends an email to the conversations inbox using an email address that is not already associated with a contact record in your HubSpot CRM, HubSpot will automatically create a new contact record for that email. Next, simply add in the other channels that your team will be using to communicate, adding in chat forms and even Facebook Messenger can be done with ease and we'll show you how to do do that in a future sprocket talk educational video And last but not least connect and communicate with your prospects leads and customers like a boss no matter how they choose to communicate with you