Connect Channels to HubSpot Shared Inbox

Users must have Account Access permissions to connect or edit channels in an inbox.

Available Channel Types

You can connect the following types of channels:

• Team Email: Connect a shared email (Gmail, Office 365, or other) for team management and replies.

• Chat: Add live chat to your website using chatflows.

• Facebook Messenger: Integrate with your Facebook Business page to manage Messenger conversations.

• Form: Collect HubSpot form submissions directly in the inbox.

• WhatsApp Business Account (Professional or Enterprise only): Manage WhatsApp messages within the conversations inbox. 

• Custom Channel (Professional or Enterprise only): Integrate apps like WeChat, Telegram, LINE, Viber, or Slack using HubSpot's custom channels API.

Connect a Team Email Channel

Shared team emails help your team manage and respond to emails collectively in the conversations inbox.

To connect a team email:

1. In your HubSpot account, click the Settings icon in the top navigation bar.

2. In the left sidebar menu, navigate to Inbox > Inboxes.

3. Use the Current view dropdown to select the inbox you want to connect a channel to.

4. Click Connect a channel > Team email > Next.

5. Choose your provider:

   • Gmail or Office 365

   • Other mail account (for non-Google/Office or aliases using forwarding)

6. Review and accept the terms for shared access, then proceed with connection.

7. Customize your email appearance:

   • From name: Choose Agent and Company Name or Company Name (Office 365 connections do not support From Name customization).

   • Team signature: Add and format your shared email signature.

8. (Optional) Set Routing Rules:

   • Enable Automatically assign conversations.

   • Assign emails to specific users/teams or the contact owner.

   • Limit assignment based on user availability if needed.

9. (Optional) Ticket Settings:

   • Enable ticket creation for incoming emails.

   • Configure ticket pipeline, stage, and ticket owner assignment.

10. Click Connect & Finish.

Your team email will now appear in the inbox and allow your team to collaborate on email responses.

Edit Team Email Channel Settings

To update settings for an already connected team email:

1. In your HubSpot account, click the Settings icon.

2. Navigate to Inbox > Inboxes.

3. Select your inbox.

4. Hover over the connected email and click Edit.

5. Under the tabs, you can adjust:

   • Configuration: From name, address, team signature, and email forwarding behavior.

   • Automation: Update routing rules and ticket creation automation.

Summary of Channel Capabilities