Hook emails send directly from your own Gmail or Outlook inbox, so every message feels personal to the recipient and replies come straight back to you. This article covers the key things to know about sending limits, shared inboxes, personalisation, and how to handle survey or opt-out use cases. Whether you're sending to a handful of accounts or managing emails at scale, the guidance below will help you get the most out of Hook's email features.
Will emails come from my own inbox, or a shared Hook address?
Emails send from your own connected Gmail or Outlook mailbox, not a shared Hook address. To the recipient, it looks and feels exactly like a personal email from you. It also means replies land in your inbox directly, just as they would with any email you send manually.
How many emails can I send a day before it becomes a problem?
Hook emails count towards your email provider's daily sending limit, just like any other email you send. To keep things running smoothly and leave plenty of room for your regular email activity, we recommend staying within these guidelines:
Gmail: up to 500/day
Outlook: up to 1,000/day
Going above your provider's hard limit will temporarily pause sending from your mailbox for 24 hours, so it's worth keeping a comfortable buffer.
Can I send from a shared inbox like success@ or support@?
We recommend sending from a named individual's mailbox where possible. It's one of the reasons Hook emails land so well. Your customers already know you, and a message from a real person feels personal rather than like a marketing email.
If you do need to use a shared inbox, just bear in mind that these mailboxes have a lower send capacity than individual ones (roughly 10% of your usual sending headroom), so they're best suited to low-volume sends.
In Hook, you can send emails from an alias - see more details here on setting this up.
I need to email hundreds of users from one account, can Hook handle that?
For most enterprise customers this is possible. Hook email sends are triggered by individual user behaviour, so emails go out one by one as each person meets their condition. For example, User A gets emailed when they hit their milestone, User B gets emailed when they hit theirs a few days later. That natural spread keeps you well within daily sending limits without any manual pacing needed.
The one pattern to be mindful of is sending the same message to hundreds of users all at once. For example, a company-wide announcement that isn't tied to a specific behaviour or trigger. Spam filters are designed to catch concentrated bursts from a single sender, even if the total volume is within your daily limit. For that kind of send (policy updates, product announcements, and so on), a dedicated email marketing platform is the better fit, where bulk sending and deliverability are managed for you.
Can I personalise what each email says based on the user’s activity?
There are two levels of personalisation available in Hook:
Dynamic variables let you add in specific details per recipient: e.g. their name, usage state, account context, or their CSM's history with them. Use Insert variable when drafting emails or creating email templates in Hook.
Agents go further: instead of a fixed template with variables, the agent reads the live state of the account and writes copy specific to that user at that moment. This closes the gap between "automated send" and what you'd have written yourself if you'd had the time.
Can I use Hook to send NPS surveys or other feedback requests?
Hook is a great fit for the smart part of NPS - deciding exactly who should receive a survey and when. Rather than sending the survey itself, Hook identifies the right audience based on a signal (for example, users reaching their 90th day of active usage) and triggers your survey tool to do the sending.
Here's how the recommended setup works:
Hook identifies the audience based on a signal and fires a webhook to your survey tool (e.g. Qualtrics), passing the user's contact details. This can be done by building an automation
Your survey tool handles the send, along with unsubscribe and reminder logic
Responses flow back into Hook or your data warehouse to close the loop
This means survey sends don't count against your CSMs' mailbox quota.
Does Hook support opt-outs?
As a workaround to support opt-outs, if you're running sends where opt-outs are a consideration, the recommended approach is to use Hook for audience identification and route the actual send through a tool that handles unsubscribes natively, including marketing platforms for broader campaigns.
This is especially worth keeping in mind for anything that might feel more like a marketing message to the recipient than a personal note from their CSM.