How do I set up a Shared Inbox in HubSpot?

How do I set up a shared team inbox in HubSpot?

Ever had that moment when an important sales email came in, but the person who usually handles it was on vacation? Or found yourself forwarding countless emails to keep your team in the loop? A shared team inbox in HubSpot solves these common challenges by creating a collaborative space for your sales team's communications.

Understanding Shared Inboxes

Think of a shared inbox like a virtual mail room for your team. Instead of emails landing in individual inboxes, addresses like sales@company.com or partnerships@company.com become shared spaces where your entire team can collaborate. This means no more forwarding chains or missed opportunities when someone's out of office.

Getting Started

Setting up your first shared inbox is straightforward. You'll start by connecting your team email address through Settings > Inbox & Email. Whether you're using Gmail or Office 365, the process takes just a few minutes. The real magic happens after the connection, when your team can start collaborating on conversations in real-time.

Making It Work for Your Team

The key to shared inbox success lies in how you use it. Many sales teams find success by establishing clear ownership rules. For example, when a new partnership inquiry comes in, your team can quickly assign it to the right person while maintaining visibility for everyone. Need to jump in on a conversation while a colleague is in a meeting? The full communication history is right there, giving you the context you need.

When to Use a Shared Inbox

Shared inboxes shine in sales scenarios where collaboration is key. They're perfect for managing communications with complex deals involving multiple stakeholders or coordinating responses to RFPs. However, it's important to note that customer support inquiries are better handled through HubSpot's dedicated ticketing system in Service Hub, which offers specialized features for customer support workflows.

Taking It to the Next Level

Once your team is comfortable with the basics, you can enhance your workflow with features like shared email templates and automatic assignment rules. Imagine having your most effective sales responses readily available to everyone on the team, or having incoming emails automatically routed to the right person based on territory or business hours.

Ready to Get Started?

Contact your HubSpot representative for personalized guidance on setting up your shared inbox in a way that best serves your team's unique needs.