conversations

Compose and reply to emails in the conversations inbox

Last updated: May 3, 2019

After you set up your conversations inbox and connect a shared email address to the inbox, learn how to send emails to your contacts directly from the inbox.

Please note: if you're not able to reply to a thread, make sure you're included as a team member in the inbox's settings. When an inbox is only visible to specific users and teams, only the users and teams selected can view and reply to incoming conversations. Users with Admin or Super Admin permissions can view any conversations inbox in the portal, but cannot take actions in the inbox, such as assigning a conversation or replying to a thread, unless they are added as a team member. 

Compose an email

Compose an email in the inbox to start a conversation with your contacts.

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the upper left, click Compose. conversations-compose-button
  • In the pop-up box in the bottom right:
    • Click the To dropdown menu and search for a contact's name.
    • Click the From dropdown menu to send from another connected team email address.
    • In the Subject field, enter your subject line.
    • Write your email. You can use an existing email template, or insert a document or meeting link into your email.
    • Use the icons across the bottom of the email editor to modify your text style, insert a link, add an image, include a snippet, link to a knowledge base article, or upload a file. conversations-email-composer
  • The outgoing email will be logged to any record (contact, company, deals, or ticket) associated with the recipient's contact record. If you do not want the email to log to an associated record, click the Associated with dropdown menu, then clear the checkbox(es) for the specific record(s), or add new associated records.
  • Click Send.

Respond to an email conversation

In addition to initiating an email conversation from the inbox, you can reply to any messages sent to your team email address. Just like with live chats, you have the contact profile in the right panel for context.

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the left panel, click an email conversation to open it.
  • In the reply editor, write your response.
  • When you're done with your message, click Send.
  • If you need to CC or BCC additional recipients, add more recipients in the To field, edit the From email address, or manage the associated records, click the Edit email details icon enlarge to expand the email composition window. enlarge-email-reply-editor
  • When the conversation is over, click success Mark as closed in the upper right.