Last updated: February 2, 2021
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Learn more about graymail, and how to improve your engagement rates with HubSpot's graymail suppression feature. In the Recipients tab of your marketing emails, select the Don't send to unengaged contacts checkbox to automatically exclude contacts who aren't interacting with your marketing emails.
Graymail is email that contacts have opted in to receive, but never open or click. Spam filters can identify and filter out emails that your recipients aren't opening or clicking. This increases the likelihood that future emails will end up in the junk folder or spam filter. By continuing to send email to contacts who don't open or click, you're lowering your sender score overall.
Using the Sends since last engagement property, HubSpot's graymail suppression feature automatically excludes any contacts who have not been engaging with your marketing emails. A contact will be categorized as unengaged if they meet one of the following criteria:
You can also see a complete list of contacts that will be excluded from a specific email.
Sending to disengaged contacts will increase the likelihood that your future emails will be automatically moved to the recipient's spam or junk folder. To mitigate this, you can create a sunset policy to help you manage your disengaged contacts and maintain a healthy email sending reputation.
A sunset policy is a plan for regularly determining which contacts aren't engaging with your emails, attempting to re-engage with them to confirm their interest, and removing any contacts who remain uninterested and unengaged. Learn more about how to create and execute on a sunset policy.
If you'd like to automatically avoid sending email to unengaged contacts by default, you can follow the instructions below.
You can enable or disable the Don't send to unengaged contacts feature by default in your settings. The Don't send to unengaged contacts toggle will be switched on by default.
You can enable or disable this setting for an individual marketing email. This includes email sent immediately to recipients as well as emails that are saved for automation.
Please note: HubSpot retains the engagement history of your marketing email recipients. If you delete then recreate an unengaged contact, they will still be excluded if you enable graymail suppression.
You can see whether the Don't send to contacts with low engagement setting was Enabled in the email details. You'll also see these contacts in the Not sent tab of your sent marketing email.
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