topic Re: How do I send a Customer Service email to all my subscribers? in Tips, Tricks & Best Practices

How do I send a Customer Service email to all my subscribers?

Joel_Bailey — Wed, 02 Mar 2022 11:18:21 GMT

Hiya. I'm a new user on the startup programme and have rapdily fallen in love with hubspot. One question: how to I send a Customer Service email to all my subscribers? I have created the email template, but it won't let me send it to my subscribers?

thanks for any tips! Joel

Re: How do I send a Customer Service email to all my subscribers?

karstenkoehler — Wed, 02 Mar 2022 11:20:23 GMT

Hi @Joel_Bailey,

Could you specify what you mean by "it won't let me send it"? The more details, the better

Here are the most common reasons why an email might not be delivered to certain contacts:

Are you using the marketing contacts functionality? If yes, are all recipients marked as marketing contacts? (HubSpot will not send emails to non-marketing contacts.)

Are you suppressing unengaged contacts in the Recipients tab of the email? If yes, you could uncheck the box. Otherwise HubSpot will exclude these contacts.

Are you using an exclusion / suppression list in the Recipients tab of the email? (Do not send to dropdown)

Do you have the GDPR settings enabled? If yes, you might have restricted email sends to contacts who have a legal basis for communication only. In that case, you would have to update your contact subscriptions.

Have some of the contacts previously bounced? You can check by filtering your recipient list by "Email hard bounce reason is known".

Did you already hit your monthly email send limit? (5X marketing contact tier)

Have some of the contacts previously unsubscribed? You can check by filtering your recipient list by "Unsubscribed from all email is equal to True"

Best regards!

Re: How do I send a Customer Service email to all my subscribers?

Joel_Bailey — Wed, 02 Mar 2022 11:28:04 GMT

Hi Karsten - I've created the email in Marketing > Email, and this is the alert I get when I try to add it to "Customer Service Communications"

Re: How do I send a Customer Service email to all my subscribers?

karstenkoehler — Wed, 02 Mar 2022 12:14:27 GMT

Hi @Joel_Bailey,

That's correct, this subscription type is not for marketing emails but for "feedback requests and customer service information", see here. (It sounds like this is for customer marketing but it is not. It's one of the default subscription types that HubSpot creates for specific Service Hub features.)

If you haven't created any new subscription types, you would select "Marketing information" for your email. Before you do anything, however, I'd recommend reading up on how subscription types work in HubSpot first: Set up email subscription types

Let me know if you have any follow-up questions after reading this article. (If I were you, I'd have some.)

Best regards!