What to do when a contact says stop emailing me in HubSpot
Not every opt-out arrives through your unsubscribe link. Sometimes it is a reply to a sales email, a call to support or a note to someone who met them at an event. Each one still counts, and each needs the same careful handling.
Act the same day
- Find the contact in HubSpot.
- Check what they asked for: one kind of email, or everything.
- Make the change straight away, for exactly what they asked, and nothing more or less.
- Write a short note on the contact: what they said, when, and who recorded it.
When it is unclear
"Stop emailing me" usually means all marketing email. If it might mean just one newsletter, a one-line reply that offers the choice is fine, but don't send anything else in the meantime. When in doubt, take them off.
Reply once, briefly
A short confirmation helps: "Done, you won't hear from us again. Sorry for the interruption." Don't add a last pitch. See the difference between one type and all email.
Make sure it sticks
- Check the contact isn't enrolled in a workflow that could re-subscribe or email them.
- Make sure imports and integrations don't overwrite the change later.
- Never put them back without their action. See resubscribing a contact who opted out.
Where HubSubs fits
HubSubs is part of Kikaye, a set of small HubSpot apps on one login. See what HubSubs does, or read the setup guide.