topic Re: Contact reengaged by filling in a form but still can't receive emails in Email Deliverability

Contact reengaged by filling in a form but still can't receive emails

C24 — Mon, 06 May 2024 16:54:58 GMT

I had a contact reengage by visiting our website (from a Google Ad) and fill in a form to recieve an ebook. However because the contact has previously been 'suppresssed due to low engagement' they are still not receiving our emails.

Is there anything we can do to have them receive our emails again since our emails are not going through?

Re: Contact reengaged by filling in a form but still can't receive emails

CateDuarte — Mon, 06 May 2024 17:02:08 GMT

Hi @C24 are you selecting to not send the emails to unengaged contacts? That might be the reason.

What is the message you see under the contact reocrd, regarding the last email sent?

Re: Contact reengaged by filling in a form but still can't receive emails

karstenkoehler — Mon, 06 May 2024 17:05:17 GMT

Hi @C24,

The unengaged status is purely related to email interactions and does not consider other touch points like form submissions: https://knowledge.hubspot.com/marketing-email/what-is-graymail-and-how-can-i-avoid-sending-my-email-to-unengaged-contacts

If you want emails to go through regardless of that status, simply untick the box in the send or schedule tab of the email editor.

Best regards!

Re: Contact reengaged by filling in a form but still can't receive emails

C24 — Mon, 06 May 2024 17:07:31 GMT

The email sent to this contact was automatic as part of a nurture. Anyone who fills in the form for the ebook gets an email linking to the ebook. In this case the contact did not recieve the email as they were previously classed as unengaged from October time.

Re: Contact reengaged by filling in a form but still can't receive emails

C24 — Mon, 06 May 2024 17:09:10 GMT

Thanks @karstenkoehler The email sent to this contact was automatic as part of a nurture. Anyone who fills in the form for the ebook gets an email linking to the ebook. In this case the contact did not recieve the email as they were previously classed as unengaged from October time but clicked on our google ad last week, visited our site and filled in a form. It seems we have no method to get them to reengage since our automated nurture emails can't go through.

Re: Contact reengaged by filling in a form but still can't receive emails

karstenkoehler — Mon, 06 May 2024 17:47:28 GMT

@C24 you can choose for each email, in the "Send or schedule" / "Sending" tab of the email editor, whether the email should still be sent to unengaged contacts or not. There is a checkbox. Once you uncheck this ("Don't send to unengaged contacts"), emails will also be sent to unengaged contacts. For all follow-up emails, you should make sure that this setting is correct.

(The fact that a contact engaged with ad does not affect the unengaged status. It is purely email related.)

In other words, there is a way to get these emails out. You just need to make sure that you're not accidentally suppressing in engaged contacts by checking the setting in each email.

For contacts that were already suppressed, you'll have to reenroll them in the workflow after making the change.

Re: Contact reengaged by filling in a form but still can't receive emails

C24 — Mon, 06 May 2024 17:59:37 GMT

I understand now. Thanks for taking the time to explain it.

Re: Contact reengaged by filling in a form but still can't receive emails

KVelma — Tue, 09 Sep 2025 16:39:54 GMT

Hi there, do you mean if someone fills in "Contact Us" form, it does not re-engage them? I have checked off the 'don't send to unengaged contacts' but they're still suppressed. Thank you!

Re: Contact reengaged by filling in a form but still can't receive emails

Victor_Becerra — Tue, 09 Sep 2025 16:46:27 GMT

Hey @KVelma
Thanks for the great question!
My recommendation is to create a new post for this. This gives your post the best shot at getting seen by as many of our amazing community members as possible. Feel free to tag me in the post and I'm happy to get you started
Best,
Victor