# How do we send a customer services communication

**URL:** <https://community.hubspot.com/t/how-do-we-send-a-customer-services-communication/39753>\
**Category:** Tips, Tricks & Best Practices\
**Tags:** marketing-email, email-deliverability\
**Created:** [June 29, 2021, 9:52am UTC](https://community.hubspot.com/t/how-do-we-send-a-customer-services-communication/39753 "2021-06-29T09:52:20Z")\
**Posts on this page:** 5\
**Page:** 1

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**Author:** ![SWilsonA4u](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/swilsona4u/32/101739_2.png) [@SWilsonA4u](https://community.hubspot.com/u/SWilsonA4u)\
**Post date:** [June 29, 2021, 9:52am UTC](https://community.hubspot.com/t/how-do-we-send-a-customer-services-communication/39753/1 "2021-06-29T09:52:20Z")

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I may be missing something totally here, but I want to use the email functionality to build automated customer service emails for current under contract clients when certain activity is initiated against a specific deal.

service.

However I cant select this option

![SWilsonA4u_1-1624959881049.png](https://d2qpr2jzcazej7.cloudfront.net/original/2X/7/7fa62f320d35474e24cfc64bc66883b0b0129104.png)

Its greyed out

Questons -

A subscription type of service, what is it for? How do we send service related emails.

The subscription type above that is greyed out is hubspot default. So I can’t use that, but I have been able to add my own that I have classed also as a service process and I can select that one, when seemingly it is the same settings as the hubspot one

Very confused by this!

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**Author:** ![karstenkoehler](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/karstenkoehler/32/68554_2.png) [@karstenkoehler](https://community.hubspot.com/u/karstenkoehler)\
**Post date:** [June 29, 2021, 10:03am UTC](https://community.hubspot.com/t/how-do-we-send-a-customer-services-communication/39753/2 "2021-06-29T10:03:53Z")

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Hi @SWilsonA4u,

The “Manage preferences” and/or “Unsubscribe” links at the end of an email can only be removed with a HubSpot add-on called [Transactional email](https://knowledge.hubspot.com/email/how-to-use-transactional-email-in-hubspot). It’s meant “to send emails for commerce receipts, account updates, terms of service changes, and other essential business transactions. Transactional emails are for relationship-based interactions, unlike marketing email, which is typically used to promote your content.” This is an additional purchase (unfortunately).

Without transactional email, your emails can only be sent with the “Manage preferences” link.

The Customer Service Communication subscription type is used for feedback surveys, see the official description for recipients: “Receive feedback requests and customer service information.”

For the type of communication that you want to send, you would either have to use the marketing subscription type or [create a new subscription type](https://knowledge.hubspot.com/contacts/how-do-subscription-preferences-and-types-work).

Best regards!

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**Author:** ![TGeurts](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/tgeurts/32/51304_2.png) [@TGeurts](https://community.hubspot.com/u/TGeurts)\
**Post date:** [August 19, 2024, 8:46am UTC](https://community.hubspot.com/t/how-do-we-send-a-customer-services-communication/39753/3 "2024-08-19T08:46:02Z")

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Hi Karsten,

That doesn’t answer her question, and mine neither ;). What is intended by “… and customer service information.” in the description of the customer service subscription type, as you can’t use it to send communcation like “we have received your ticket” or something…

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**Author:** ![SWilsonA4u](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/swilsona4u/32/101739_2.png) [@SWilsonA4u](https://community.hubspot.com/u/SWilsonA4u)\
**Post date:** [September 26, 2023, 9:12am UTC](https://community.hubspot.com/t/how-do-we-send-a-customer-services-communication/39753/4 "2023-09-26T09:12:32Z")

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…

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<div class="post-metadata">

**Author:** ![SWilsonA4u](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/swilsona4u/32/101739_2.png) [@SWilsonA4u](https://community.hubspot.com/u/SWilsonA4u)\
**Post date:** [September 26, 2023, 9:13am UTC](https://community.hubspot.com/t/how-do-we-send-a-customer-services-communication/39753/5 "2023-09-26T09:13:14Z")

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