Multi-Channel Email Inbound Monitoring
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Brian Del Terzo
I’d like to suggest a feature that allows emails to be separated based on the email address they are sent to, by enabling multiple inbound channels that can be monitored by assigned users.
For example:
Support Channel → Monitors emails sent to support@yourdomain.com
Sales Channel → Monitors emails sent to sales@yourdomain.com
Billing Channel → Monitors emails sent to billing@yourdomain.com
Each channel could have designated users who are responsible for handling emails within that category, improving efficiency and organization. This would be extremely useful for teams managing multiple departments within a single GHL account.
Additionally, this would likely be an important step in the consideration of enabling Email as a channel for Conversational AI, expanding automation capabilities and improving customer engagement.
Please let me know if this is something that could be considered!
Conversational Ai Discussions:
"'Right' now the conversational ai is only available for SMS, Facebook, Instagram. Can we add email as an option to this? https://ideas.gohighlevel.com/conversation-ai/p/conversation-ai-email-option"
"If someone sends an email to hello@mywonderfulagency they should get an entirely different AI persona than if they send an email to help@mywonderfulagency or hailie@mywonderfulagency. https://ideas.gohighlevel.com/automations/p/contact-replied-trigger-does-not-fire-on-cold-inbound-emails
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Brian Del Terzo
I want to expand on this request after exploring every possible workaround, all of which have fallen short.
While GHL allows inbound emails to be redirected to a custom subdomain, there's currently no way to filter, route, or organize emails based on the “To” address, like support@, billing@, or sales@. This creates major friction when trying to manage company-wide email communications.
Workflows can’t trigger based on the destination address, and there’s no way to route emails into specific pipelines or shared views based on functional roles. GHL also lacks true shared inbox functionality where teams can collaboratively manage role-based email addresses.
The current “Team Inbox” isn’t a viable alternative, it just displays all user-linked emails, not shared channels like support@. Most teams don’t need access to each other’s personal inboxes; they need collaborative access to department-level inboxes where assigned team members can triage, assign, and reply.
Suggestions:
Enable filtering and routing based on the recipient address, and allow those emails to be connected to shared pipelines or inboxes (e.g., Support, Sales, Billing).
This could enable, Workflow-based automation, Team-managed inboxes with shared responsibility, Clean segmentation of inbound messages, and even offer a critical foundation for future Conversational AI over email (persona-based replies per address)
Given the power of GHL, I’m surprised email routing hasn’t been prioritized. This isn’t just a nice-to-have, it’s essential infrastructure for operational efficiency across growing teams.
I’m happy to collaborate further on this if helpful
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Remi Mayer
yes please!
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Dea Panganiban
Our use case:
Replies to transactional and marketing email campaigns are being handled by our Customer Support team. Our sales team are the assigned user to a contact but they don't reply to those emails. So we need a channel that when the reply is routed to a specific email address (our customer support email) it will be easy for that team to get to them.
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Keith Besherse
Chase Buckner, does what I have been trying to say make sense when Brian Del Terzo says it?
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Keith Besherse
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Keith Besherse
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Keith Besherse
Puru Bansal, Prasoon Dadhich, Core Platform, Sales & Marketing, RevEx Group
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Keith Besherse
Maybe what Tiyana Robinson Tiyana Robinson said in the Town Hall will make a difference... https://community.gohighlevel.com/communities/groups/highlevel-town-hall-community/home/posts/6818fd259df0a31fcdb4c104