Document sending e-mails via hubspot (#1118)

Author: choldgraf

business-development/crm.md

@@ -10,6 +10,30 @@ See our [Guide to the HubSpot CRM](https://docs.google.com/document/d/1T6kl8bOt6
 We used to use AirTable for this, here's a link to [our old CRM in AirTable](https://airtable.com/appbjBTRIbgRiElkr?). We'll deprecate that in the coming months.
 :::
 
+(hubspot:email)=
+
+## Send e-mails via HubSpot
+
+HubSpot is configured to send e-mails from our `@2i2c.org` domain, so you can use it to e-mail consortia, groups of communities, or our community representatives.
+
+We track consortia and other subsets of contacts as [**Segments**](https://app-na2.hubspot.com/contacts/242496330/objectLists/views/all?count=25).
+To send an e-mail to a segment:
+
+1. Click a segment.
+2. Click {guilabel}`Use in`.
+3. Click {guilabel}`E-mail`.
+
+Alternatively, copy a previous e-mail under {guilabel}`Marketing` -> {guilabel}`E-mail` and update its content.
+
+When sending an e-mail, set the **from** address to `hello@2i2c.org` unless you have a reason to send from your personal 2i2c address.
+This keeps a consistent sender identity across our outbound communications and lets replies land in a shared inbox.
+
+:::{warning}
+These e-mails go out from our root `@2i2c.org` domain, so spam complaints damage the deliverability and reputation of **all** of 2i2c's e-mail, including support and sales.
+Only use this to reach people who already know us and expect to hear from us, such as community representatives and consortium contacts.
+Do not use it for mass marketing or cold outreach to people who haven't opted in.
+:::
+
 ## How to log into the HubSpot admin account
 
 We have an admin account that gives the whole team edit access to our HubSpot data.

marketing/mailinglist.md

@@ -5,6 +5,9 @@ See [our Mailing List landing page](https://2i2c.org/mailing-list) for a sign-up
 
 See [](./strategy.md) for how our mailing list fits into our communications strategy.
 
+The mailing list is for our public newsletter audience.
+To e-mail a consortium, a group of communities, or specific community representatives, see [](#hubspot:email) instead.
+
 ## Access Mailchimp
 
 We have a single Mailchimp account and share access to team members via a single `username`/`password`.

services/technical-support/communication.md

@@ -8,6 +8,8 @@ We use these channels for communicating with external stakeholders like Communit
 - **[The 2i2c FreshDesk account](support:freshdesk)** is where we track all support requests and communication.
 - **{doc}`the "Get Support" page <docs:support>`** provides guidance that communities may follow to get support.
 
+To e-mail a consortium, a group of communities, or specific community representatives, see [](#hubspot:email).
+
 (support:freshdesk)=
 ### FreshDesk