AI Email Support

Route email conversations into HubSpot as tickets and conversation threads with per-domain email signatures.

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.

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.

• Email forwarding configured — see Connect Email.
• HubSpot credentials saved — see Connect HubSpot.

How conversations land in HubSpot

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 with the conversation summary and transcript, and an internal handoff comment should be posted on the associated conversation. 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.

What the rep sees

• A HubSpot ticket 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 comment with the AI’s escalation reason, sentiment, and language.
• Public replies are delivered to the customer’s inbox with the configured email signature.

Channel-specific details

Per-domain email signatures

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.

HTML formatting preserved

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.

Same thread reuses the ticket

When a customer replies into the same email thread (HubSpot keeps it as one conversation), OpenCX reuses the existing session and its associated ticket — no duplicate ticket is created. A fresh thread from the same contact (new subject / new Message-ID chain) is treated as a new conversation and gets its own ticket.

Public vs internal replies

Only public replies from HubSpot are delivered to the customer. Internal comments stay private — they never reach the customer’s inbox. Double-check you’re posting on the Reply tab, not the Comment tab.

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Related Documentation

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.