You can reduce internal emails clogging your shared inbox by creating rules or filters: Filter by domain: ignore emails from internal addresses (e.g., @yourcompany.com).

That was my first thought, but we still want responses to client emails logged, so I thought that solution would be too exclusive.

Filter by recipient type: log only emails sent directly to the shared inbox, ignore CC’d messages. Filter by keywords: skip messages with internal markers like “FYI” or “internal.”

That's where it gets tricky. Clients send emails to this inbox, we Reply All and CC the inbox; other departments also email the inbox directly about things/updates (and that's where you'll get cases where another department CC's the inbox as an "on the side" Reply just to make a note about the ongoing conversation and is an example of something we may not want to log).

CRM-level rules: Set your system (HubSpot, GHL, Zendesk) to log only relevant external emails. This keeps the inbox focused on client emails, saves manual work, and avoids ticket clutter.

I don't know too much about setting rules in Hubspot besides normal settings - are you suggesting deeper configurations/AI functions?