Conversations inbox is for shared email addresses and the Email connection is for your personal email address.
It can be very unclear when to use the Conversations inbox and when to use the Email connection. Even though they might sound similar, the usage of the two email features in HubSpot are very different.
The Conversations inbox
The Conversations inbox is a centralized email tool in HubSpot that allows you to connect your company's shared inbox. When that connection is made, you can manage the communication from your shared inbox in one place.
By connecting different channels, such as email and live chat, you can view, reply, and manage all your interactions seamlessly.
The Email connection
The Email connection is used to connect your personal work email address(es) to HubSpot. This enables you to manage your communications with prospects and contacts more effectively.
With the connection you are able to send personalized emails directly from HubSpot or directly in the inbox of your email client (when you have the HubSpot Sales Add-on installed). Even enrolling contacts in email sequences is possible with this connection.
When there is a connection between your email address and HubSpot, you also have the ability to log emails in HubSpot directly. This makes it easier for your colleagues to view your interactions with this contact when you are on leave.
To summarize:
| Conversation inbox | Email connection |
| Used for connecting a shared email inbox that multiple users have access to. | Used for a personal email connection and one to one communication. |
| Gives full visibility in the company. All incoming emails can be viewed, managed and replied to through the conversations inbox. | Choose what emails to log and track. You can then find them on the contact’s record. |
| You have the ability to connect more than one inbox and make use of the different channel possibilities, such as chat and forms. | Use your personal email address to send sequences from. |
You can choose the from name, with the possibility of adding your name to the company name |