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How to route shared mailboxes and forms into a HubSpot inbox

This article explains how to set up HubSpot inboxes using shared mailboxes and HubSpot forms, and how HubSpot support can complete the configuration and enable form routing.

Summary

You can route shared mailbox messages and form submissions into HubSpot by having your IT team forward messages to HubSpot inbox addresses and configuring forms to deliver submissions directly to the HubSpot inbox. Once forwarding is in place, HubSpot support can switch form notifications and complete the inbox setup and help with reporting/dashboard support.

When to use email forwarding vs. direct form delivery

  • Shared mailboxes: if your organization uses shared mailboxes, have your IT provider set up email forwarding from the shared mailboxes into the HubSpot inbox.
  • HubSpot forms: configure form submissions to be sent directly into the HubSpot inbox rather than relying on intermediate mailbox notifications.

Recommended configuration

  1. Decide which incoming channels you want in HubSpot (e.g., Contact, Media, Enquiries).
  2. Have your IT team forward the shared mailbox email(s) to the HubSpot inbox email addresses provided by your HubSpot administrator or support contact.
  3. Disable external email notifications for forms (if currently enabled).
  4. Configure HubSpot forms to send submissions directly into the appropriate HubSpot inbox.
  5. After forwarding is active, request that HubSpot support switch the form notification settings over so submissions and forwarded mailbox messages flow into the HubSpot inbox.
What HubSpot support will do
  • Switch form notifications so form submissions are routed into the HubSpot inbox once forwarding is confirmed.
  • Complete the inbox setup after IT has completed forwarding.
  • Provide assistance to set up reporting dashboards in HubSpot (support can be engaged to implement dashboards once the inbox and data flow are active).

Practical steps for IT administrators

  • Create forwarding rules on the shared mailbox(es) to forward inbound mail to the HubSpot inbox addresses supplied by your HubSpot administrator.
  • Verify forwarding is active by sending test messages and confirming they appear in the HubSpot inbox.
  • Coordinate with the person managing HubSpot so they can disable any redundant email notifications and confirm the form routing settings.

Troubleshooting tips

  • After forwarding is configured, confirm test form submissions and forwarded emails appear in the expected HubSpot inbox.
  • If messages do not appear in HubSpot, verify the forwarding rules at the mail server level and confirm the correct HubSpot inbox addresses are being used.
  • Coordinate with HubSpot support to confirm settings on the HubSpot side (they can switch form notifications and finalize the inbox setup).

Conclusion

Routing shared mailbox messages and form submissions into HubSpot is done by forwarding mailbox emails to HubSpot inbox addresses and configuring forms to send submissions directly to the inbox. Once forwarding is in place, HubSpot support can switch over form notifications, finish the inbox setup, and assist with reporting/dashboard configuration.