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Compose and reply to emails in the conversations inbox

Last updated: October 19, 2021

Applies to:

All products and plans

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

If you're using the HubSpot mobile app, learn how to respond to emails using conversations on mobile

Please note: if you're not able to reply to a thread, make sure you're 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 Account Access or Super admin permissions can view any conversations inbox in the portal, but cannot take actions in the inbox, such as 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.


  • 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.
  • Click Send. The outgoing email will be logged to the recipient's contact record. 

You can view the outgoing email in the Sent view in your conversations inbox. If you included any attachments in the outgoing email, the attachments will also log to the record's timeline.

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.

Please note: if an incoming email does not appear in your conversations inbox, check your Office 365 email account's SPAM or JUNK folder. Emails that are sent to the SPAM or JUNK folder in an Office 365 inbox will not appear in the conversations inbox.

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the left panel, click an email conversation to open it.
  • If you have an assigned Service Hub paid seat and there are other users already responding to the visitor or viewing the thread, their avatar will appear in the reply editor and a typing indicator will signal that they're actively responding. You should open another unassigned conversation.


  • Review the email reply. If the email is larger than 100 KB, scroll to the bottom of the thread and click View entire message to open the full email in another browser tab.
  • In the reply editor, write your response.
    • Use the icons across the bottom of the email editor to modify your text style, insert a link, add an image, or upload a file. You can also drag and drop files from your computer into the reply editor.
    • To add a document, snippet, meeting link, knowledge base article, quote, or video in your response, click Insert.
  • 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, or edit the From email address or manage the associated records, click the left arrow to expand the editing options.


  • When the conversation is over, click success Mark as closed in the upper right.

You can also reassign a conversation, comment on a thread, move a conversation to another inbox, forward an email to another team, or make a call from the reply editor. Learn more about collaborating with your team in the inbox.

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. Learn more about managing your forwarding settings.