Last updated: December 15, 2020
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After you set up your conversations inbox and connect a shared email address to the inbox, learn how to send emails to your contacts directly from the inbox.
Please note: if you're not able to reply to a thread, make sure you're a team member in the inbox's settings. When an inbox is only visible to specific users and teams, only the users and teams selected can view and reply to incoming conversations. Users with Account Access or Super Admin permissions can view any conversations inbox in the portal, but cannot take actions in the inbox, such as assigning a conversation or replying to a thread, unless they are added as a team member.
Compose an email in the inbox to start a conversation with your contacts.
You can view the outgoing email in the Sent view in your conversations inbox. If you included any attachments in the outgoing email, the attachments will also log to the record's timeline.
Reply to any messages sent to your team email address in the inbox. A new contact record will be created for any incoming messages if a contact record using that email address doesn't already exist.
Please note: if an incoming email does not appear in your conversations inbox, check your Office 365 email account's SPAM or JUNK folder. Emails that are sent to the SPAM or JUNK folder in an Office 365 inbox will not appear in the conversations inbox.
You can also reassign a conversation, comment on a thread, move a conversation to another inbox, or forward an email to another team. Learn more about collaborating with your team in the inbox.
Please note: if you forward emails to the conversations inbox, keep in mind that an email with a subject line that contains "FW" or "FWD" will be logged to the original sender's record. When these prefixes are included in the subject line, HubSpot looks for contact information in the original email. HubSpot will review the plain text version of the email for this information. Learn more about managing your forwarding settings.
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