Releases and Updates

by: HubSpot Product Team
HubSpot Product Team

[Now Live] Insight into “Not Sent” Sales and Marketing Emails

What is it?
Live for both Sales and Marketing emails, “Not Sent” notices on a HubSpot CRM contact timeline now include a specific reason for the failure to send.

Why does it matter?
Email is a valuable way to reach out to your customers. For marketers, you need it to support that creative marketing campaign that took you weeks to plan. For sales reps, the first email you send to a qualified lead is the first step of building a meaningful relationship. But sometimes, an email never makes it to your customer -- why? An email labeled as “Not Sent” means HubSpot decided not to send the email to that recipient due to a variety of reasons that could negatively impact your email deliverability reputation:

  • Your emails previously bounced
  • A contact marked you as spam
  • A contact previously unsubscribed
  • A contact hasn’t confirmed their subscription yet
  • You reached your daily send limit
  • Your mail server settings are not set up properly

....and more. For each “Not Sent” email, it’s important to know why so you can learn and adjust your sends in the future. With today’s update, you get more insight into your “Not Sent” emails on the contact’s timeline. Fuller context means you can spend less time emailing folks that are not interested and spend more time building meaningful relationships with leads and customers that are engaged with your emails.

How does it work?
What a “Not Sent” notice used to look like on a HubSpot CRM contact timeline:

What it looks like now:

For both Sales and Marketing emails, the notice will sometimes provide a “Learn More” link that will direct you to a Knowledge Document with further context for the reason the email was not sent:


Who gets it?
Available to all HubSpot Sales Professional users.

Available in all languages supported by HubSpot.