topic Re: Associating contacts and companies from CC / To in Tickets & Conversations

Associating contacts and companies from CC / To

AndreyBug — Mon, 11 Mar 2024 17:30:05 GMT

Our company provides antiphishing service. And usual flow is client report to us->we report to authorities.

How I can achieve email adresses from CC / To being added as contact / company association for ticket?

PS I actually found several posts where people complaining about HubSpot creating contacts from CC, but as I understood they connected directly to email. Im using dedicated hubspot gmail address chanel that included in main mailing lists/groups in gmail for forwarding

Re: Associating contacts and companies from CC / To

BérangèreL — Tue, 12 Mar 2024 08:38:21 GMT

Hi @AndreyBug,

Great question, thank you for asking the Community!

Just to clarify, what do you mean by "dedicated hubspot gmail address chanel", is that a shared inbox conversation in HubSpot?
Or are you using the HubSpot Sales extension for Gmail?

I can see on this article "Log email in your CRM with the BCC or forwarding address" that when logging emails using the BCC address, HubSpot will create a new contact record for anyone CCed on your logged email. However, when a recipient is BCCed in an email, the email will not create a new record, and if the recipient exists as a contact, the email will not be logged on their existing record.

I also wanted to invite a couple of subject matter experts to this conversation: Hi @NicoleSengers, @Ben_M and @karstenkoehler do you have tips to help @AndreyBug, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks a lot and have a fantastic day!

Best,
Bérangère

Re: Associating contacts and companies from CC / To

AndreyBug — Wed, 13 Mar 2024 12:07:34 GMT

> is that a shared inbox conversation in HubSpot?
Yes, this one, where I provide HubSpot access to non-personal gmail and choose it as Inbox

> I can see on this article "Log email in your CRM with the BCC or forwarding address" that when logging emails using the BCC address, HubSpot will create a new contact record for anyone CCed on your logged email. However, when a recipient is BCCed in an email, the email will not create a new record, and if the recipient exists as a contact, the email will not be logged on their existing record.

A bit confused with this. So I already have all forwarding to hubspot gmail inbox, but also need add additional forwarding to forwarding hubspot adress to log them and create contacts?

Im not sure that I have problem with contact not being created, more that this contact is not associated with ticket. I also tried to find workflow that can help but I see no such property that allow to adress CC / To emails

Another use we have for this - we CC emailing lists for our ressellers / channels. Thats allow us to sort / prioritise emails from new contacts. In theory as work around there should be some way to do separate inboxes but I dont know what will happend if email comes through several inboxes and in general is it possible to give access to Alias list that is not real user (and if real user we will need to pay for each as GSuit)

As escalation of problem I can try to hire API engineer, just hope that at least on API level there is a field for CC / To of email to base script on it to associate those contacts with ticket

Re: Associating contacts and companies from CC / To

BérangèreL — Fri, 03 May 2024 12:12:34 GMT

Hi @AndreyBug,

Thank you for the information and your patience!

If you'd like to associate an email to a ticket via API, you can use the Engagements API for that.
Here is the solution from @Mike_Eastwood on this post "Add an email to a ticket by API".

Otherwise, within HubSpot's UI, at the bottom of the logged email, you should be able to select the ticket, to associate the email with the ticket.

I'd like to invite a couple of subject matter experts to this conversation: Hi @NicoleSengers, @Jnix284 and @Jonas_De_Mets do you have suggestions to help @AndreyBug, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

I hope this helps!

Best,
Bérangère