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Manage the allow and deny list in the conversations inbox

Last updated: August 16, 2022

Applies to:

All products and plans

When you connect your team email to the conversations inbox, all incoming emails will be sent to this inbox. To keep your inbox organized, configure your allow and deny list in your inbox settings to keep your inbox free from emails that don't require your team's attention. 

Please note: you must be a user with Account Access permissions to make changes to the allow or deny list. 

Add emails or domains to your allow or deny list

Conversations sent from email addresses or domains included on your allow list will never be marked as spam, but email addresses or domains included on your deny list will be marked as spam and won't appear in the inbox. To add email addresses or domains to your allow or deny list:

Please note: any conversation that is marked as spam, either manually or automatically based on filtering rules, will be permanently deleted from the Spam view after 90 days. 

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Inbox > Allow & Deny List.
  • In the Allow list or Deny list section, click Add email or domain.

add-email-to-allow-list

  • In the dialog box, enter an email address or domain.
    • To allow or deny emails sent to the inbox from a specific recipient, enter the email address as emailaddress@domain.com (e.g., name@hubspot.com).
    • To allow or deny emails sent to the inbox from a specific domain, enter the domain as domain.com (e.g., hubspot.com).
  • Click Add.

In addition to the email addresses and domains that you manually add to your allow or deny list, the following will happen by default in your inbox:

Please note: with the exception of emails marked as spam by your email provider, these rules cannot be overridden by adding the email addresses or domains to the Allow list.

  • Emails sent from an existing contact in your database will not be marked as spam, unless the email is an automated response.
  • Emails sent from your connected team email address to that same email address will be marked as spam.
  • Emails sent from a blocked visitor will be marked as spam.
  • Emails sent from noreply@hubspot.com will be marked as spam.
  • Emails sent from your HubSpot account (e.g. emails sent from your workflows) will be marked as spam.
  • Emails sent in reply to a workflow email that creates a new thread in the inbox will be marked as spam.
  • Emails marked as spam by your email provider will be marked as spam in the conversations inbox and appear in the Spam view. If the email is sent from email address or domain included on your allow list, the email will instead appear in the inbox as a regular email. 
To manage which email types will automatically be marked as spam, select/clear the checkbox next to the following:
  • Automated Response Email: an auto-generated email such as an automatic reply or out-of-office reply.
  • Marketing Emails: emails sent as part of a marketing campaign.
  • Role Based Emails: emails that are not sent from a particular person but a company, department, position, or group. A complete list of role-based emails:
    • abuse
    • admin
    • alert
    • billing
    • compliance
    • devnull
    • dns
    • finance
    • ftp
    • hostmaster
    • info
    • infrastructure
    • inoc
    • ispfeedback
    • ispsupport
    • it
    • list
    • list-request
    • maildaemon
    • mailer-daemon
    • marketing
    • no-reply
    • noc
    • noreply
    • null
    • phish
    • phishing
    • postmaster
    • privacy
    • registrar
    • root
    • sales
    • security
    • spam
    • support
    • sysadmin
    • tech
    • undisclosed-recipients
    • unsubscribe
    • usenet
    • uucp
    • webmaster
    • www
  • Subscription Link Emails: emails containing unsubscribe links.
  • Click Save.

Mark emails as not spam

If a visitor has been marked as spam, you can clear the spam flag so that future emails from this sender will be delivered to your inbox. 

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the left sidebar, navigate to the Spam view.
  • Click an email conversation to open it.
  • In the banner above the conversation, click Mark as not spam.

mark-as-not-spam

If you have automatic ticket creation settings turned on for your inbox, a new ticket will be created once you mark an email thread as not spam. This new ticket will be timestamped based on when the email was originally received, not when the email was marked as not spam. New tickets will only be created for emails that were automatically marked as spam.

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