topic Best way to send customer emails to internal staff in Email Deliverability

Best way to send customer emails to internal staff

Tammenkoski — Mon, 10 Feb 2025 12:11:16 GMT

Hi, I'm wondering what would be the best option to send customer newsletters also to internal staff so that their opening and clicking the email wouldnt mess with the statistics.

Internal stakeholders want to keep up with the customer communications but if I add an internal list of contacts to the sending, the statistics of the email (click rate, open rate etc.) aren't right anymore because the internal contacts and their actions are included, when I only want to report and follow the customers actions.

Re: Best way to send customer emails to internal staff

karstenkoehler — Mon, 10 Feb 2025 12:18:38 GMT

Hi @Tammenkoski,

I see two options here. Option one would be to simply send the email twice as separate sends – one to customers, one to internal contacts.

Another option is to make sure that you use two lists in your regular email send. If you do, after sending you'll have two dropdowns and can filter all metrics below by each list:

Lastly, years ago, I posted a request to the product team here which would also solve this issue: https://community.hubspot.com/t5/HubSpot-Ideas/Exclude-internal-contacts-from-marketing-email-analytics-and/idi-p/594013

These requests submitted to the HubSpot Ideas section of the community are reviewed by the HubSpot product team, based on their popularity and the assumed demand. I'd recommend commenting and upvoting.

You can also help other HubSpot users find this request more easily (and drive traction) by accepting my reply as a solution. I'd appreciate it, too.

Have a great day!

Re: Best way to send customer emails to internal staff

Tammenkoski — Mon, 10 Feb 2025 12:27:25 GMT

Great, thanks a lot!

Re: Best way to send customer emails to internal staff

KBottrell — Thu, 20 Feb 2025 19:44:24 GMT

This has been a historical capability lacking in Hubspot. You'll find a ton of posts on this forum about it and Hubspot has never addressed. If you send a single email and include a separate staff list, as Karsten suggested, you can not separate out those metrics that I can see (Using Customer Starter Platform, not pro....might be something that is an option in pro or enterprise).