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Email conversations route through HubSpot’s conversations inbox. Every email handoff creates a HubSpot ticket and keeps the thread alive in HubSpot — your reps reply from HubSpot and the response lands in the customer’s inbox with your branded signature attached.

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Pre-requisites

Set up email forwarding first. No email handoff has anything to ticket until inbound mail is reaching OpenCX — start with Connect Email and come back here.

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How conversations land in HubSpot

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Setting up

1

Confirm email forwarding works

Open Channels → AI Email in the OpenCX dashboard. Your forwarding address should be listed and verified. Send a test email and confirm it reaches the Inbox.
2

Confirm HubSpot is connected

In Settings → Integrations, open HubSpot. The status should show the integration is active and the webhook URL is configured.
3

Set up email signatures (optional)

If you want branded signatures on outgoing replies, configure them now. See Email signatures.
4

Trigger a test handoff

Send a test email to your connected address and respond with something that causes the AI to escalate. Or go to the Inbox and manually hand off the session.
5

Verify in HubSpot

A ticket should appear tagged opencx_handedoff with the conversation summary and transcript. Reply publicly from HubSpot and confirm:
  1. The reply arrives in the customer’s email inbox.
  2. Your email signature is appended (if configured).
  3. The reply shows as an agent message in the OpenCX Inbox.

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What the rep sees

  • A HubSpot ticket tagged opencx_handedoff with the conversation summary as the description.
  • A conversation thread in the HubSpot inbox with the full AI-to-customer exchange.
  • The contact’s HubSpot record linked to the ticket (name, email, company, deals).
  • An internal handoff note with the AI’s escalation reason, sentiment, and language.
  • Public replies are delivered to the customer’s inbox with the configured email signature.

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Channel-specific details

Outgoing email replies through HubSpot automatically append the signature configured for the sender’s email domain. Exact domain matches take priority over wildcard patterns. Set up signatures at Settings → Integrations → HubSpot — see Email signatures.
AI-generated replies are converted to HTML before sending through HubSpot’s email channel. Formatting — bold, lists, links — renders correctly in the customer’s email client.
If the same contact re-engages before the ticket is closed, OpenCX appends to the existing ticket instead of creating a new one. Your reps keep context and your reports don’t inflate.
Only public replies from HubSpot are delivered to the customer. Internal notes stay private — they never reach the customer’s inbox. Double-check you’re posting publicly, not as an internal comment.

AI Email Support

The channel itself — forwarding setup, flow, troubleshooting.

Connect HubSpot

Credentials, webhook, and email signatures.

HubSpot Overview

What else HubSpot lights up across every channel.

Troubleshooting

Tickets not created, replies not syncing, signatures missing.