---
title: How sales@ Emails Get Routed to You in HubSpot
description: How sales@ Emails Get Routed to You in HubSpot
---

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October 21, 2026

# How sales@ Emails Get Routed to You in HubSpot

**Overview**

Emails sent to `sales@` now land in the HubSpot Conversations inbox and are assigned automatically to the rep who owns the sender's contact or company. You no longer need to watch a shared mailbox: if a customer you own writes to `sales@`, the conversation comes to you.

If the sender has no owner in HubSpot, the conversation goes to the SDR team instead of sitting unassigned.

**How routing works**

HubSpot matches the sender's email address to a contact (and its associated company), then assigns the conversation to that record's owner.

A conversation reaches you only when the sender is on a record you own and you have inbox access plus a seat; otherwise it goes to the SDR team.

**What you need**

Routing can only assign a conversation to you if all three of these are true. If any is missing, your conversations go to the SDR team instead.

| Requirement | How to check | Who fixes it |
| --- | --- | --- |
| Access to the `sales@` inbox | Open **CRM \> Inbox** and confirm the sales@ inbox appears in the inbox dropdown | HubSpot admin |
| An assigned Sales or Service seat | **Settings \> Users & Teams**, find your name, check the Seat column | HubSpot admin |
| You are the contact or company owner | Open the record and check the **Contact owner** or **Company owner** field | HubSpot admin |

If any check fails, ask your HubSpot admin before assuming routing is broken.

**Working an assigned conversation**

Reply from the HubSpot inbox, not your personal mailbox, so the thread stays logged on the contact record and visible to the team.

1. Go to **CRM \> Inbox** and select the `sales@` inbox.
2. Filter by **Assigned to me** to see your conversations.
3. Open the conversation and check the contact and company details in the right-hand panel.
4. Reply from the composer. Your reply is sent from `sales@`, so the customer sees a consistent address.
5. When it's handled, click **Close conversation**. If the customer replies, it reopens and stays with you.

If a conversation lands with you that belongs to someone else, reassign it from the **Owner** dropdown at the top of the thread and leave a comment explaining why. If the contact's owner is wrong, update the owner on the record too so future emails route correctly.

**Troubleshooting and FAQ**

| Problem | Likely cause | What to do |
| --- | --- | --- |
| A customer I own emailed sales@ but it went to the SDR team | Their email address isn't on your contact record, or the record has no owner | Add the address to the contact or set yourself as owner; reassign the conversation to yourself |
| I can't see the sales@ inbox | You don't have inbox access | Ask your HubSpot admin to add you to the inbox |
| Conversations never get assigned to me | No Sales or Service seat assigned | Ask your HubSpot admin to assign a seat |
| A new lead (no contact yet) emailed sales@ | New senders have no owner | It goes to the SDR team, who qualify it and assign an owner |
| I'm out of office | Routing still assigns to you as owner | Set your availability to **Away** and ask your manager to reassign urgent threads |

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