Skip to content
Connected Email

Send and reply to one-to-one emails

Last updated: October 20, 2022

Applies to:

All products and plans

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.

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.
Please note: if you're sending an email from a team email address and you select a ticket from the Associated with dropdown menu, the email activity will appear in the inbox when the recipient responds. All subsequent emails on the thread in the inbox will also be associated to the ticket record. 

send-one-to-one-email

  • 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.

click-reply-or-reply-all

  • 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.

edit-associations-on-email-engagements

  • 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.

forward-an-email-out-of-the-crm

  • 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.

view-forwarded-email-on-timeline

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

  • Open the HubSpot app on your device.
  • 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.
(iOS)


(Android)

Validate your contact's lawful basis to communicate

When your GDPR setting is enabled, the contact's lawful 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 lawful 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 lawful basis to communicate:
    • Add subscription: click to set a subscription type. This gives you a lawful 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 lawful 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. email-contact-with-unsubscribe
Was this article helpful?
This form is used for documentation feedback only. Learn how to get help with HubSpot.