Skip to content
English
Contact us
  • There are no suggestions because the search field is empty.

HubSpot Shared Inbox: User Guide

Introduction

The HubSpot shared inbox is a powerful tool that allows teams to collaboratively manage customer communications across multiple channels. This guide will help you understand how to effectively use the shared inbox to improve team collaboration, maintain consistent communication, and provide excellent customer service.

Accessing the Shared Inbox

  1. Log into your HubSpot account
  2. Click on "Conversations" in the main navigation menu
  3. Select "Inbox" from the dropdown menu

User Interface Overview

The shared inbox interface consists of three main areas:

1. Left Navigation Panel

  • Shows all available inboxes
  • Allows switching between personal and shared inboxes
  • Contains saved filters and custom views
  • Provides access to conversation settings

2. Conversation List (Center)

  • Displays all conversations based on the selected filter
  • Shows conversation status (new, open, closed)
  • Indicates which team member is assigned to each conversation
  • Provides a preview of the most recent message

3. Conversation Details (Right)

  • Shows the full conversation thread
  • Displays contact information and history
  • Provides access to templates, snippets, and attachments
  • Contains internal notes visible only to team members

Key Features

Conversation Assignment

  • How to assign conversations:
    1. Open a conversation
    2. Click the "Assign" button in the top right
    3. Select a team member from the dropdown menu
    4. The assigned person will receive a notification
  • Auto-assignment rules: Team admins can set up rules to automatically assign conversations based on criteria like topic, contact properties, or round-robin distribution.

Conversation Status Management

  • New: Unread or unassigned conversations
  • Open: Conversations that are being actively worked on
  • Waiting on contact: Conversations awaiting a customer response
  • Closed: Resolved conversations

To change a status, click the status dropdown in the conversation view and select the appropriate option.

Using Templates and Snippets

  • Templates: Complete email responses for common situations
    1. Click the "Template" button while composing a response
    2. Select the appropriate template
    3. Personalize as needed before sending
  • Snippets: Reusable text blocks for frequently used information
    1. Type "/" while composing a message
    2. Select the snippet from the dropdown menu
    3. The snippet text will be inserted into your message

Internal Notes

Use internal notes to communicate with team members without the customer seeing your comments:

  1. Click the "Add note" button in the conversation
  2. Type your message
  3. Click "Add note"
  4. The note will be visible only to team members

@Mentions

To get a team member's attention:

  1. Type "@" followed by their name in an internal note
  2. Select the team member from the dropdown
  3. They will receive a notification about your mention

Recommended Workflow

1. Monitor New Conversations

  • Check the "New" filter regularly
  • Assign conversations to yourself or appropriate team members
  • Prioritize based on urgency and SLAs

2. Respond Promptly

  • Use templates and snippets for efficiency
  • Personalize responses to address specific customer needs
  • Set clear expectations about next steps or resolution timeframes

3. Use Internal Collaboration Tools

  • Add notes for context when reassigning conversations
  • Use @mentions to alert specific team members
  • Document important information for future reference

4. Follow Up and Close

  • Schedule follow-up reminders if needed
  • Move to "Waiting on contact" when appropriate
  • Close conversations only when fully resolved
  • Add relevant information to contact records

Creating Custom Views

Custom views allow you to focus on specific subsets of conversations:

  1. Click "Create view" in the left navigation panel
  2. Name your view
  3. Set filters based on properties like:
    • Conversation status
    • Assigned team member
    • Communication channel
    • Contact properties
    • Date received
  4. Save your view for quick access

Best Practices

Response Time

  • Aim to respond to new conversations within 1 business hour
  • Use the "Waiting on contact" status appropriately
  • Follow up on stalled conversations after 2 business days

Conversation Quality

  • Address all questions in the customer's message
  • Use a friendly, professional tone
  • Proofread before sending
  • Include next steps when applicable

Team Collaboration

  • Keep internal notes updated with relevant information
  • Use clear handoff procedures when reassigning conversations
  • Document solutions to common issues for team reference

Contact Management

  • Update contact properties with new information
  • Create tasks or deals from conversations when appropriate
  • Use conversation history to inform future interactions

Troubleshooting

Common Issues

  • Missing notifications: Check your notification settings in your user preferences
  • Template not loading: Refresh the page or try selecting the template again
  • Assignment not working: Ensure the team member has appropriate permissions

Getting Help

If you encounter any issues with the shared inbox:

  • Check HubSpot's Knowledge Base
  • Contact your team administrator
  • Submit a support ticket through HubSpot Support

Remember: Consistent use of the shared inbox ensures that customer communications are handled efficiently and no messages are overlooked. Regular team reviews of processes and templates will help continuously improve your customer service.