Connected Email

Send and reply to one-to-one emails

Last updated: October 13, 2020

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, or ticket record. You can also reply to emails in HubSpot 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

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  • Click Send.

Reply to one-to-one emails

  • In your HubSpot account, navigate to your contacts, companies, deals, or tickets.
  • 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 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 one of your connected email addresses, 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.
  • 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. 

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  • 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.
  • In the bottom navigation menu, tap Contacts.
  • Tap the name of a contact to open their record. 
  • Below the contact's photo, click 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, click Send in the top right. 
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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