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2 min read

To HubSpot Conversations Inbox or Not to HubSpot Conversations Inbox? That Is the Question ... (HubHeroes, Ep. 57)


OK, HubHeroes nation. I know you're used to George being the guy to set the table for you on what we cover in a HubHeroes episode. But this week, you've got me, and there's a very good reason for that.

Every week, I work closely with George to help us plan out each HubHeroesconversation, so we can guarantee you get as much education out of the podcast as possible.

πŸ”Ž Related: Why your sales enablement strategy is failing you

But for the first time in history, preparing for this episode left me stumped. Not because there isn't much to say about HubSpot Conversations Inbox (or Unified Inbox, depending on who you to talk to!) β€” quite the contrary, there's a ton of crazy interesting stuff to cover, which you'll hear in this episode! 

Rather, as the HubSpot tool stack has rapidly expanded over the past (almost) 10 years since I started using it, I've become less familiar with every nook and cranny of the HubSpot ecosystem. And that includes HubSpot's Conversation Inbox:

Screen Shot 2023-10-31 at 1.46.12 PM

The thing is, I know I'm not alone. Let's be honest! Back in the day, it wasn't hard for an inbound lover to become an absolute HubSpot master, with only one or two hubs and a slimmer set of features. Today is a totally different story β€” heck, HubSpot just rolled out HubSpot Commerce Hub, its sixth hub! 

One of the reasons why George was so excited to talk about the Inbox tool is that he's been getting a ton of questions about it! 

HubSpot Unified Inbox is a powerful Grand Central Station for your organization's conversations, but only if you understand exactly how it works, when to use it, and (most of all) when you shouldn't be using it.

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However, it's probably one of the least talked about features within the HubSpot universe. On top of that, like many of the tools we talk about, the HubSpot Inbox will only be as smart as the purposeful strategy you have running behind it. 

And that's only part of what makes this episode so special. We thought we were cliff-diving into an interesting discussion about an often overlooked feature ... but it ended up being so much more than that. Seriously, immediately after listening to this chat, I would strongly encourage all of you to queue up the HubSpot Super Admin episode.

What We Talked About

  • Let's start with the basics here – what the heck is the HubSpot Inbox, and what are we seeing that's confusing most folks about it?

  • George once said to me that this conversation is about: "It's when and when not to the power of and extending your thoughts on how you might use this for your business." But what the heck does that mean?

  • What are the mindsets and use cases folks should keep in mind when it comes to conversations and the HubSpot Unified Inbox?

  • What are our favorite features and functionalities of the HubSpot unified inbox that can be leveraged by all teams?

  • As we think about how much HubSpot has rapidly expanded over the past decade, what does that mean for users and organizations who may be struggling to keep up?

  • How seriously do organizations using HubSpot need to start thinking about hiring their own HubSpot Super Admin?

Additional Resources

HubHeroes Community