Set up your default conversations inbox

Last updated: December 4, 2019

In your HubSpot account, there is a default conversations inbox set up with a hosted email address that you can use to immediately start sending emails from the inbox. This is an email address that HubSpot creates specifically for your account's conversations inbox, and it cannot be disabled or deleted from your account.

When you set up your default inbox, you can customize the from name and address, set up routing rules, and copy a forwarding address to add to your mail client settings. 

To set up your default inbox: 

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Conversations > Inbox.
  • Hover over the default inbox and click Edit.
  • In the left sidebar menu, select Email.
  • You will see the hosted email address set up by HubSpot listed as a team email account. Hover over the inbox and click Edit. default-hosted-inbox
  • In your Configuration settings, customize how your from name and from address will display when a contact receives an email from you. You can also copy your forwarding address and set up a team email signature here:
    • To customize the from name that displays, click the From name dropdown menu and select an option.
      • Agent and company name: select this option to display the user's name and the company name. Enter the company name in the text field.
      • Company name: select this option to display the company name only. Enter the company name in the text field.customize-from-name-in-hosted-inbox
    • To customize the from address, select the radio button next to one of the options.
      • Use default: the default from address for users in a paid account will display as [username]@[subdomain] The default from address for free users will display as [username]@[subdomain]
      • Customize from address: in the text field, enter the email address you want to display. Click Verify to confirm that you have access to that email. default-hosted-inbox-from-address
    • To automatically forward emails sent from your email address to the inbox, click Copy next to the Forwarding address field. Then, add the email address you copied as a forwarding address in your mail client settings
    • To include a team email signature in emails you send from the inbox, select the Enable team signature checkbox.

    Please note: this signature only applies to emails sent directly from the conversations inbox. If you send an email from a record in the CRM, the email signature you configured in your Profile & Preferences will apply.

      • In the text box, customize your team email signature in the Simple editor.
        • Use the icons at the bottom to format the text, insert a link, or insert an image.
        • To insert a personalization token that will populate with the sender's full name or first name, click the Insert Token dropdown menu and select Full name or First name. When the contact receives an email from the team email address, the name of the user who sent the email will appear in the email signature. email-signature-in-conversations
  • On the right, preview how the from name, from email, and email signature will appear in the contact's inbox, then click Save.
  • To configure your routing rules, select Automation in the left sidebar: 
    • By default, incoming conversations are left unassigned for your team to triage. If you want to route the conversation to specific users and team members, click to toggle the Automatically assign conversations switch on.
      • Click the Automatically assign incoming conversations to dropdown menu and select a routing option:
        • Specific users and teams: route incoming emails to the user(s) or team(s) selected. Select the user(s) or team name(s) from the Specific users and teams dropdown menu.
        • Contact owner: route incoming email to a contact's owner. The contact must have an owner assigned to their record and be tracked with a cookie. If the owner is offline, the submission will be emailed to the visitor's owner.
    • To create a ticket for each new conversation, click to toggle the Automatically create tickets switch on.
      • To customize the ticket properties, click Edit ticket.
      • Edit the properties in the right panel, then click Save.
  • Click Save

If you made any changes to your configuration or routing rules, your contacts will see the updated from name, from address, and email signature when they receive an email from this address. 

In addition to the email address automatically included in your conversations inbox, you can connect another team email channel to the inbox, or create additional conversations inboxes for your teams.