topic Re: 1:1 Email Response Workflows For Client Communication Reminders in Tips, Tricks & Best Practices

1:1 Email Response Workflows For Client Communication Reminders

JKurn — Thu, 12 Mar 2026 19:25:13 GMT

Hey Guys,

I have a use case that might be interesting to explore further that I want to lay out and see if anyone else would benefit from a workflow or feature like this.

Many of our current clients have 1:1 email communication/ relationships with the contact owner on the account. In our industry (Public Accounting) resoponsivness is critical to our success and the client relationship.

However, its not easy to track who has gone as certain amount of time without a response from our team. So, I wanted to propose this idea:

Either a workflow or automation that can track when a client emailed us (all emails are logged/tracked in HubSpot) and if it was not responded to within (pick your time, 48 hours etc), an email or task gets generated/created assigned tho that contact owner prompting them to take a look. It can be similar to a task daily digest, but specific to emails "open" that have not been responded to.

I don't think there is a way to currently do this if we are talking about 1:1 emails (not tickets, not marketing emails). But it would be a huge benefit in overall firm management but also getting those urgent/important notices to the individual so things don't slip through the cracks.

Re: 1:1 Email Response Workflows For Client Communication Reminders

SamTassey — Thu, 12 Mar 2026 19:45:22 GMT

Hi @JKurn,

Thanks for posting in the Community!

I see that you're looking to implement a workflow that tracks unanswered 1:1 emails and triggers notifications for contact owners if a response hasn't been sent within a specified timeframe.

I'd like to tag in some of our Top Contributors to see if they have any experience implementing something like this!

Hi @karstenkoehler, @danmoyle, @EugeneAtKiwi -- Do you have any suggestions for @JKurn on how to implement something like this via workflows? If not possible via workflows, are there any other HS features that could help them with this?

Thanks!

Sam, Community Manager

Re: 1:1 Email Response Workflows For Client Communication Reminders

EugeneAtKiwi — Thu, 12 Mar 2026 20:11:18 GMT

Hey @JKurn

HubSpot provides several default Contact properties that could help you here: Last activity date, Last contacted, Recent sales email replied date, Recent sales email open date, Last engagement date etc. While this is not entirely the same as "sales rep has seen an email but hasn't responded in X hours", you can build a workaround around it. Check out the linked article on details of how each property is calculated.

Re: 1:1 Email Response Workflows For Client Communication Reminders

JKurn — Fri, 13 Mar 2026 13:49:18 GMT

Thanks @EugeneAtKiwi ! If I am reading this correctly, it looks like I would need to combine a couple different triggers to get closer to the result I am looking for. Tell me if I am directionally right here. If I used

Recent sales email replied date: the date of the last time that the contact sent an email to your connected personal or team email. Learn more about personal and team email connection in HubSpot.

Combined with Last Contacted, I would be able to see something like "Client replied, but havn't been contacted in X time). Am I thinking about this correctly?

So I have a contact who is a current customer that Recent sales email replied date is less than 2 day ago and Last Contacted was more than 2 days ago (for a 48 hour turn around notification). Then create the task etc. Does that sound right?

Re: 1:1 Email Response Workflows For Client Communication Reminders

EugeneAtKiwi — Fri, 13 Mar 2026 21:21:19 GMT

@JKurn

Yes, pretty much. You can do something like this or create a custom calculation property for the difference between these two date properties. Just keep in mind that Last contacted can also be updated by some other activities, not only emails.