topic Re: Multiple contacts being created via an external email address - how can I separate them out? in Tips, Tricks & Best Practices

Multiple contacts being created via an external email address - how can I separate them out?

DGilbert9 — Thu, 04 Jan 2024 10:42:53 GMT

We use an external business to take messages and they then send the message to us via email. As the current system is then set up to create contacts and deals from the connected inbox, we are now getting multiple messages within one contact with different content within it (i.e. the message content) Is there a way to separate them out if they are coming from the same email?

Thanks

David

Re: Multiple contacts being created via an external email address - how can I separate them out?

kvlschaefer — Thu, 04 Jan 2024 11:20:14 GMT

Hi @DGilbert9,

Thanks for reaching out to the Community!

I wanted to share this knowledge base article about associations in HubSpot and how automatic associations work with contact and deal records.

It sounds like you're experiencing an issue with the automated association rules in HubSpot.

If a one-to-one email is first logged on a deal record, it will be automatically associated with the deal’s primary company. One-to-one emails sent and made from a deal will also be associated with the contacts that were emailed or called.

These kinds of association cases are tricky to resolve in the Community because we don't have access to your account or examples.

I would recommend contacting HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, where you can share examples of the contact records and emails.

Best,

Kristen

Re: Multiple contacts being created via an external email address - how can I separate them out?

DGilbert9 — Fri, 05 Jan 2024 09:25:21 GMT

Thank you Kristen!