Shared Inbox from Microsoft Outlook Not Syncing To Hubspot

Date Discovered: Aug 2022

What Happened

1. During discovery we connected an test outlook shared inbox to the hubspot conversations inbox in the Hubspot sandbox account
2. We attempted to connect their live outlook shared inbox to the hubspot conversations inbox in the Hubspot production account
3. Client using microsoft exchange 2016
4. Shared inbox owned by the IT admin, not the users connected to Hubspot
5. Using “other email account” setup from Hubspot (not office 365 or gmail) was unsuccessful

Solution

1. Clients exchange server permissions prevented external forwarding which didn’t allow emails forwarding to Hubspot for the shared inbox
2. Their IT admin turned that feature off, and it worked