Send and reply to one-to-one emails

You can send an email to individual contacts in HubSpot from the contact record or from the associated company, deal, ticket, or custom object record. You can also reply to emails sent to a personal email or to a team email address connected to the conversations inbox from the record timeline.

Please note: a connected inbox is required to send emails through the CRM. Learn how to connect your inbox.

Send one-to-one emails

• Navigate to your records:
  • Contacts: In your HubSpot account, navigate to Contacts > Contacts.
  • Companies: In your HubSpot account, navigate to Contacts > Companies.
  • Deals: In your HubSpot account, navigate to Sales > Deals.
  • Tickets: In your HubSpot account, navigate to Service > Tickets.
  • Custom objects: In your HubSpot account, navigate to Contacts > [Custom object]. If your account has more than one custom object, hover over Custom Objects, then select the custom object you want to view.

• Click the name of a record.
• In the left panel, click the email Email icon.
• In the pop-up box, write your email. If the GDPR functionality setting is enabled and the contact's legal basis to communicate has not been validated, you must validate it before sending the email.
  • To send the email to a specific email address, in the To field, click the name dropdown menu then select another email address associated with the contact.
  • To send the email from another connected personal email address or a team email address, in the From field, click your email address then select another connected email address to send from. The name in the From field is the user name set in your Profile & Preferences settings.

Please note: the From name feature is not supported for Office 365 connected inboxes.

• • To edit the associations, click the Associated with dropdown menu in the bottom right, then select the checkbox next to the records you want the email engagement to log to. The email activity will log to the contact, company, deal, or ticket records selected from this dropdown menu.

• • Enter a subject for your email.
  • Type the body of your message. In the top toolbar:
    • Click Templates to insert an email template.
    • Click Sequences to enroll the contact in a sequence.
    • Click Documents to insert a sales document.
    • Click Meetings to insert a scheduling link or proposed meeting times.
    • Click Quotes to share pricing information.
  • To modify the text, use the formatting options at the bottom of the editing window.
  • To edit the font style and size or the text alignment, click the More dropdown menu.
  • To add hyperlinked text, click the link link icon.
  • To add an image, click the insertImage image icon.
  • To attach a file, click the attach paper clip icon .
  • To insert snippets, add links to your knowledge base (Service Hub only), insert a video, or edit your signature, click the Insert dropdown menu.

• Click Send.

Reply to one-to-one emails

You can reply to one-to-one emails sent to a personal email, or emails that were sent to a team email address as part of a thread in the conversations inbox.

• Navigate to your records:
• Contacts: In your HubSpot account, navigate to Contacts > Contacts.
• Companies: In your HubSpot account, navigate to Contacts > Companies.
• Deals: In your HubSpot account, navigate to Sales > Deals.
• Tickets: In your HubSpot account, navigate to Service > Tickets.
• Custom objects: In your HubSpot account, navigate to Contacts > [Custom object]. If your account has more than one custom object, hover over Custom Objects, then select the custom object you want to view.

• Click the name of a record.
• Locate the email on the record timeline and click Reply. If the thread includes another member of your team, click Reply all to reply to both.

Please note: if the email is from your team member to the contact, clicking Reply will send the email only to your team member, and not the contact.

• To send the email to a specific email address, in the To field, click the name, then select another email address.
• To send the email from another connected personal email address or a team email address, in the From field, click your email address then select another connected email address to send from. The name in the From field is the user name set in your Profile & Preferences settings.

• To edit the associations, click the Associated with dropdown menu in the bottom right, then select the checkbox next to the records you want the email engagement to log to. The email activity will log to the contact, company, deal, or ticket records selected from this dropdown menu.

Please note: if you're replying to an email that is part of a thread in the conversations inbox, and are using a team email address to reply, if you select a ticket from the Associated with dropdown menu the email activity will log to the ticket record and appear as part of the thread in the inbox. Therefore, all previous emails on the thread will also be associated with the ticket record.

• Compose and format your reply, then click Send.

Forward one-to-one emails

If you need to send a contact's reply to another member of your team or someone outside of your organization, you can forward the email from the CRM.

• Navigate to your records:
• Contacts: In your HubSpot account, navigate to Contacts > Contacts.
• Companies: In your HubSpot account, navigate to Contacts > Companies.
• Deals: In your HubSpot account, navigate to Sales > Deals.
• Tickets: In your HubSpot account, navigate to Service > Tickets.
• Custom objects: In your HubSpot account, navigate to Contacts > [Custom object]. If your account has more than one custom object, hover over Custom Objects, then select the custom object you want to view.

• Click the name of a record.
• Locate the email on the record timeline and click Forward.

• In the To field, enter the recipient's email address.
• Click Forward.

The forwarded email will appear on the contact's timeline, with 'Fwd' preceding the subject line.

Send and reply to one-to-one emails in the HubSpot mobile app

To send a new email to a contact in the HubSpot mobile app:

• Open the HubSpot app on your device.
• If any tasks in the Upcoming Tasks list on the HubSpot app home page are email tasks associated with a contact with an email address, you can tap the email icon email to compose an email to the associated contact.

• To send a new email to a specific contact:
  • Tap Menu, then tap Contacts in the left sidebar.
  • Tap the name of a contact to open their record.
  • Below the contact's photo, tap the email email icon.
  • In the email composition window, enter a subject line for your email and enter any additional contacts in the CC/BCC field.
  • You can enter an email message from scratch, or you can use a sales email template from your account. To use a template, click Use template at the top then select a template from the list.
  • To add a meeting link to the email, click Insert meeting link at the top then select a meeting link from the list.
  • When you're ready to send your email, tap Send in the top right.

(Android)

You can also reply to an email directly from a record timeline:

• Tap Menu, then tap the record type in the left sidebar (e.g., Contacts, Deals, Companies, or Tickets).
• Tap the record name.
• To reply or reply-all to a specific email, locate the email on the timeline.
  • To reply directly to the email, tap the three vertical dots verticalMenu in the top right of the email card, then tap Reply or Reply all.

• • If you want to review the original email first before composing your reply, tap the email. Then, at the bottom of the screen, tap Reply, or Reply all.

(iOS)

(Android)

• When you're done drafting your reply, click Send in the top right.

Validate your contact's legal basis to communicate

When your GDPR setting is enabled, the contact's legal basis to communicate must be validated before you can send them a one-to-one email through HubSpot. You can do this by adding a subscription or giving a one-time legal basis.

Please note: since GDPR took effect on May 25th, 2018, if a contact has globally opted out of email, a user needs to give the contact a one-time legal basis to communicate before sending them a one-to-one email from the CRM, even if the GDPR functionality is not enabled in the account they are sending from. If you're sending an email from a ticket record, it is possible to send an email to an unsubscribed contact that does not have a legal basis because emails sent from ticket records are considered transactional emails.

• In your HubSpot account, navigate to Contacts > Contacts.
• Click the name of the record.
• In the left panel, click the email Email icon.
• In the pop-up box, validate the contact's legal basis to communicate:
  • Add subscription: click to set a subscription type. This gives you a legal basis to communicate and allows you to add the One to one subscription for the contact so you can send them one-to-one emails from the CRM going forwards.
  • Please note: the Add subscription option will not be available if the contact has opted out of all email communication. In these cases, you can only give them a one-time legal basis and for only transactional, non-commercial emails.
  • Give one-time legal basis: click to assign a legal basis and explain why you are allowed to communicate with the contact so you can send them the email. This option is helpful when you only need to communicate with this contact once, like when you are emailing them a contract or an invoice.

• Once legal basis is validated, you can continue writing your email.