Over the last six months, I’ve gotten the benefit of having a half-decent CRM hold my customers and leads details. In the three businesses I run Hubspot through, two of them use the Conversations inbox as my support email centre.
I have used a few other options for my support and sales inbox (like Zendesk and Google Groups), but Hubspot was able to create tickets, put new emails into a Deal, tickets and centralise everything. When you’re a small business owner or a busy entrepreneur, hitting two birds with one stone is a good day out.
However, I didn’t find any specific walk-throughs on how to set up a support email inbox through your Gsuite account. After many attempts, I believe I’ve got it though, and, if you're in the world of pain figuring this out too, hopefully this guide helps.
Part 1: Getting your Hubspot Inbox ready
Note: You must be an admin account holder for your Hubspot CRM.
1) Head to your Hubspot account and click on the Conversations tab and Inbox.
2) On the bottom left, click on the Inbox Settings and Channels.
3) Click on the orange button to Connect Channel. Then Team Email and select that this is a shared account.
4) You now want to select Other mail account. Even though there is an option for Gmail, we need to ignore this as Hubspot will send you down a route for a personal Gmail, which we don’t want.
5) It’s important now that you decide on what you want it to be called (which is customer facing). In this example, I’m going for email@example.com. It will come up with this red warning as shown below, don’t threat, we’re now going to move over to Gsuite. You can also decide at this section how you want it to look into their inbox. I always like Name from Smith Business.
Part 2: Head over to Gsuite to set up your Group
Part two now get’s a little complicated, as if you go a wrong direction, Hubspot won’t recognise the new path you’re setting up. Follow this carefully.
You need to ensure you are the admin owner of the Gsuite account or can get permission.
1) Log into your admin portal in Gsuite and click on Users. Select your name (or the lead admin) and click on User information.
2) Select the Email aliases section and check what accounts you already have set up. If the inbox name you added into Part 1, step 5 isn’t there, then type it into the Alias box. If it is, move on to the next step. (Make sure everything is saved).
3) You now want to go back to Hubspot and verify that support inbox so it connects correctly. To do this, click on the verify email link on that same red writing and send verification email.
4) Head to your usual Gsuite inbox and verify the email Hubspot should have just sent you. (If this is a new account on Hubspot, you might want to chuck junk or other inboxes).
5) Verify in the new window that pops up in your browser. Once it’s accepted it, you can close back to the original window that has your set up. It should say success. You can now enable your team’s signature if you have one (you an always set this up later), and then press Next.
6) It’s up to you what settings you want here. Personally, our team is too small and emails too little to need tickets. You can always manually set up tickets in the inbox so I prefer to keep this off. Again, you can always come back and set these up in your Properties settings. Press Next once done.
7) On this next window, I prefer not to touch anything. But, if you want, you can rename that new support email so that it’s recognisable in the back-end of Hubspot for you. I have done it here as an example by changing it from hello-2 to info. Just click Customize address.
8) After clicking Connect and finish, you can just go back to the Inbox by selecting View message in inbox. You’ll get a test email from Hubspot which should land in your usual Gsuite inbox (as we haven’t disconnected that yet). We now need to head back to our Admin portal.
9) Gsuite won’t let you start a group with the email info (or whatever you choose) if you still currently own that Alias. So, we need to delete that!
Go back to your Admin Portal and click on Users again. Find the lead admin (if not you) and go to User information. Find the Alias address and delete it.
Note: if you typically get a lot of emails to this address, either find a time (late a night) where it’s quiet, or, complete these next steps as quick as possible. Typically, it’s another minute of work. Once you delete this current Alias, anything that drops during that time will bounce.
Delete by pressing the X button and Save.
Once you’ve deleted, go straight back to your Admin portal.
10) Click back on Groups, click Create Group.
Here, you need to fill out all the relevant information similar to what I have in the second image. In the first image though, you need to find and add the new Hubspot support email to the Group owner(s) field. (If you didn’t note this support email down, it’ll be in your inbox right now as a robot test as shown below). Ensure you add your lead group admins email (which could be yours). This is to ensure that you don’t lose access should you need to come back to this Group.
11) Press Next once you’ve completed all the text fields. You will now be presented with the settings. This is important to set correct as Hubspot (which is external) needs to have your new support email forward to their CRM. Basically, copy the fields below ensuring that allow members outside of your organisation is on. Click Create Group and Done.
12) You now need to check this has all worked and configured, as well as ensuring nothing keeps landing in your personal/work inbox and only into Hubspot.
To do so, go back into the Group you’ve just set up and remove yourself as a user. This will now ensure no support emails to your new support inbox will go to you as well, and will only go to Hubspot. (If you ever decide to take that inbox back, you can just add yourself back in later if you’re the main admin holder).
13) You want to test all of this has worked now, so head into a personal email and send yourself a test. If it lands only in the Hubspot Inbox, then success. If it lands in a personal inbox still, you need to find who that is in the Group and remove them.
And that’s it!
The steps are probably backwards and not what Hubspot recommend, but remember, Hubspot will stay away from recommending how you set up your business Gsuite to ensure that they’re not to blame if you end up destroying it! Me on the other hand, I have faith you’ll do this.
If you need some further help with these steps, feel free to email firstname.lastname@example.org or reach out on the chat function and I’ll do my best to support you.