Why is this helpful?

When you’re running a support desk in HubSpot, it’s common to want to include the original ticket description in your automated email replies, so customers know exactly what they submitted. Unfortunately, HubSpot doesn't allow you to add multi-line text properties to HubSpot without rendering them in plain text.

Fortunately, this HubSpot hack shows you how to work around that limitation, so you can automatically include formatted descriptions or multi-line text properties in your emails, improving transparency and customer experience.

Steps to set it up

1. Create a custom multi-line property or use an existing property

  • Go to Settings > Properties.
  • Create a new multi-line property.

2. Use the multi-line property in your email template

  • Go to Marketing > Emails > Create Email.
  • In the email editor, you want to add a new HTML block and paste in the following:

<div style="
    white-space: pre-line;
    font-family: Arial, sans-serif;
    font-size: 18px;
    line-height: 1.5;
    padding: 10px;
    margin: 10px 0;
">

</div>

You want to replace the red section with your designated field. If it is a Contact Property, it will say contact first, then the internal name for the property. This can be found when you edit a property.Screenshot 2025-05-30 at 2.46.11 pm

The additional HTML in the script allow you to control other aspects of how the text will appear. If you don't want these options, then you can remove them. However, just ensure that you keep "white-space:pre-line".

3. Test your setup

Click the preview and test option in the email to ensure that the email contains the correct formatting for the multi-line property.

Wrapping Up

With this simple workaround, you can include formatted multi-line text in your automated HubSpot emails. This hack helps your emails look nice and reduces time manually creating new emails with HubSpot properties.

If you want to get even fancier, you can use this approach with automated emails and workflows to send out emails with formatted text without lifting a finger.

 

Happy HubSpotting!