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Customize your fallback email in the conversations inbox

Last updated: October 13, 2020

Applies to:

All products and plans

When you create an account, HubSpot will set up a conversations inbox with a fallback email address. A fallback email is an email that HubSpot provisions that allows you to use certain HubSpot tools, such as ticket automation, if you haven't connected a shared inbox yet. The fallback email is also used if your shared inbox is suddenly disconnected from the conversations inbox. You can also use the fallback email to immediately start sending emails from the inbox.

You can customize the fallback email's from address, routing rules, and email signature signature. Set up the fallback email when you set up your conversations inbox, or enable it from your inbox settings.

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Conversations > Inbox.
  • Use the Current view dropdown menu to select the inbox you want to edit.
  • You will see the fallback email listed below your connected channels. Next to the fallback email, click Edit.


  • To enable the fallback email address for sending, on the Configuration tab, select the Use the HubSpot email for sending messages checkbox.
  • Next, configure your Send from settings. 

Please note: you cannot use the same from name for multiple fallback emails. The from name value must be unique to the fallback email address. 

    • To customize the from name that appear, click the From name dropdown menu and select an option.
      • Agent and company name: select this option to display the user's name and the company name. Enter the company name in the text field.
      • Company name: select this option to display the company name only. Enter the company name in the text field.customize-from-name-in-hosted-inbox
    • To customize the from address, select the radio button next to one of the options.
      • Use default: the default from address for users in a paid account will appear as [username]@[subdomain] The default from address for free users will display as [username]@[subdomain]
      • Customize from address: in the text field, enter the email address you want to appear. Click Verify to confirm that you have access to that email. default-hosted-inbox-from-address
  • To automatically forward emails sent to your email address to the conversations inbox, click Copy next to the Forwarding address field. Then, add the email address you copied as a forwarding address in your mail client settings.
  • To include a team email signature in emails you send from the inbox, select the Enable team signature checkbox.

Please note: this signature only applies to emails sent directly from the conversations inbox. If you send an email from a record in the CRM, the email signature you configured in your Profile & Preferences will apply.

      • In the text box, customize your team email signature in the Simple editor.
        • Use the icons at the bottom to format the text, insert a link, or insert an image.
        • To insert a personalization token that will populate with the sender's full name or first name, click the Insert Token dropdown menu and select Full name or First name. When the contact receives an email from the team email address, the name of the user who sent the email will appear in the email signature. email-signature-in-conversations
  • On the right, preview how the from name, from email, and email signature will appear in the contact's inbox, then click Save.
  • By default, when an email is forwarded to the inbox, the email will log to the original sender's contact record. To disable this setting so that emails log to the sender who forwarded the email, click to toggle the Choose original sender of email forwards switch off. 


  • To configure your routing rules, click the Automation tab:
    • By default, incoming conversations are left unassigned for your team to triage. If you want to route the conversation to specific users and team members, click to toggle the Automatically assign conversations switch on.
      • Click the Assign To dropdown menu and select a routing option:
        • Specific users and teams: route incoming emails to the users or teams selected. Select the users or team names from the Specific users and teams dropdown menu.
        • Contact owner: route incoming email to a contact's owner. The contact must have an owner assigned to their record and be tracked with a cookie. If the owner is offline, the submission will be emailed to the visitor's owner.
    • To create a ticket for each new conversation, click to toggle the Automatically create tickets switch on.
      • To customize the ticket properties, click Edit ticket.
      • Edit the properties in the right panel, then click Save.
  • Click Save.

If you made any changes to your configuration or routing rules, your contacts will see the updated from name, from address, and email signature when they receive an email from you.

In addition to the email address automatically included in your conversations inbox, you can connect another team email channel to the inbox, or create additional conversations inboxes for your teams.