Compose and reply to emails in the conversations inbox

After you set up your conversations inbox and connect a team email address to the inbox, learn how to send emails to your contacts directly from the inbox.

If you're using the HubSpot mobile app, learn how to respond to emails using conversations on mobile.

Please note: if you're not able to reply to a thread, make sure you're added as a team member in the inbox's Access settings. When an inbox is only visible to specific users and teams, only the users and teams selected can view and reply to incoming conversations. Users with Account Access or Super admin permissions can view any conversations inbox in the account, but cannot take actions in the inbox, such as replying to a thread, unless they are added as a team member.

Compose an email

Compose an email in the inbox to start a conversation with your contacts.

• In the lower-left corner, click Compose.

• In the pop-up box in the bottom right:
  • Click the To dropdown menu and search for a contact's name.
  • Click the From dropdown menu to send from another connected team email address.
  • In the Subject field, enter your subject line.
  • Write your email:
    • Use the Insert dropdown menu to use an existing email template, or to insert a snippet, quote, document, meeting link, knowledge base article, or video into your response.
    • Use the icons across the bottom of the email editor to modify your text style, insert a link, add an image, or upload a file.

• Click Send. The outgoing email will be logged to the recipient's contact record.

You can view the outgoing email in the Sent view in your conversations inbox. If you included any attachments in the outgoing email, the attachments will also log to the record's timeline.

Please note: if your email server is running security software that scans attachments when receiving emails, HubSpot might not be able to log attachments that are included in email replies or incoming emails sent to your team email address. For example, if your Office 365 servers are running Advanced Threat Protection with Dynamic Delivery enabled, the attachments might not log.

Respond to an email conversation

Reply to any messages sent to your team email address in the inbox. A new contact record will be created for any incoming messages if a contact record using that email address doesn't already exist.

Please note: if an incoming email does not appear in your conversations inbox, check your Office 365 email account's SPAM or JUNK folder. Emails that are sent to the SPAM or JUNK folder in an Office 365 inbox will not appear in the conversations inbox.

• In the left panel, click an email conversation to open it.
• If you have an assigned Service Hub paid seat and there are other users already responding to the visitor or viewing the thread, their avatar will appear in the reply editor and a typing indicator will signal that they're actively responding. You should open another unassigned conversation.

• Review the email reply. If the email is larger than 100 KB, scroll to the bottom of the thread and click View entire message to open the full email in another browser tab.
• In the reply editor, write your response.
  • Use the icons across the bottom of the email editor to modify your text style, insert a link, add an image, or upload a file. You can also drag and drop files from your computer into the reply editor.
  • To add a document, snippet, meeting link, knowledge base article, quote, or video in your response, click Insert.

• When you're done with your message, click Send.
• If you need to CC or BCC additional recipients, add more recipients in the To field, or edit the From email address or manage the associated records, click the left arrow to expand the editing options.

• When the conversation is over, click suClose conversation in the upper right. If there is a ticket associated with the conversation, the user can close the ticket and the conversation at the same time, or just close the conversation by clicking the More dropdown menu and selecting Close conversation.

You can also reassign a conversation, comment on a thread, move a conversation to another inbox, forward an email to another team, or make a call from the reply editor. Learn more about collaborating with your team in the inbox.

Please note: if you forward emails to the conversations inbox, keep in mind that an email with a subject line that contains "FW" or "FWD" will be logged to the original sender's record. When these prefixes are included in the subject line, HubSpot looks for contact information in the original email. HubSpot will review the plain text version of the email for this information. Learn more about managing your forwarding settings.