Compose and reply to emails in the conversations inbox

Last updated: March 19, 2020

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.

Please note: if you included any attachments in the outgoing email, the attachments will also log to the record's timeline.

  • Click Send.

You can view the outgoing email in the Sent view in your conversations inbox

Respond to an email conversation

Reply to any messages sent to your team email address in the inbox. A new contact record will be created for any incoming messages if a contact record using that email address doesn't already exist. You can also leave an internal note for another team member if you need to loop them in to the conversation.

  • 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
  • If you want another team member to review the conversation, click the Comment tab.
  • Type @ and your team member's name, then click Add comment. A notification will be sent to the team member with a link to the conversation.comment-on-an-email-thread
  • When the conversation is over, click success Mark as closed in the upper right.

Please note: if you forward emails to the conversations inbox, keep in mind that an email with a subject line that contains "FW" or "FWD" will be logged to the original sender's record. When these prefixes are included in the subject line, HubSpot looks for contact information in the original email. HubSpot will review the plain text version of the email for this information.