topic Re: Prevent contact auto creation via email in Tickets & Conversations

Prevent contact auto creation via email

DanaIrvine — Tue, 23 Apr 2024 14:14:54 GMT

Due to the nature of our business, we can only interact with "authorized contacts" at our client businesses. We have run into issues where a non-authorized contact was either included on an email chain or emailed our support mailbox directly. This results in a non-authorized contact being added to the company record. We want to prevent any contacts from being created via email interaction, and instead we will manually add contacts as needed. Can this be done?

Re: Prevent contact auto creation via email

LouiseHare — Tue, 23 Apr 2024 14:19:41 GMT

Hi @DanaIrvine ,

You can edit the settings of the gmail or outlook plugin so that no new contacts are created. In the Log and Track settings menu, you want to exclude New Contacts from being associated - this will stop new contacts from being created.

Hope this helps,

Louise Hare she/her

Freelance HubSpot Expert

If my reply helped to answer your question please mark it as a solution to make it

easier for others to find!

Re: Prevent contact auto creation via email

DanaIrvine — Tue, 23 Apr 2024 14:19:36 GMT

we aren'tusing the plugin, this is an email received by a hubspot inbox.

Re: Prevent contact auto creation via email

LouiseHare — Wed, 24 Apr 2024 09:18:50 GMT

Hi @DanaIrvine ,

Unfortunately, it isn't currently possible to stop contacts from being auto-created via the conversations inbox. There is a post in the Ideas forum that you could upvote. This is where the HubSpot Product Team goes for feature update ideas. I've upvoted it myself.

Thanks,

Louise Hare she/her

Freelance HubSpot Expert

If my reply helped to answer your question please mark it as a solution to make it

easier for others to find!

Re: Prevent contact auto creation via email

DanaIrvine — Wed, 24 Apr 2024 14:05:26 GMT

Somehow I doubt HubSpot will do that since it already has 831 votes and has been sitting there since 2018. Is there a way we can flag these new contacts when created this way?

Re: Prevent contact auto creation via email

LouiseHare — Thu, 25 Apr 2024 09:56:40 GMT

Hey @DanaIrvine ,

I actually think that the label 'Being Reviewed' signals that it is currently being looked at by the product team, so hopefully there will be good news on it soon.

But yes, you can flag the contacts that have been created by the conversations inbox by using the filter 'Record Source is any of Conversations'.

You could create a new view in the Contacts screen to show all of those Contacts that have been created by the Conversations tool.

Alternatively, if you really don't want these Contacts in HubSpot you can delete them via a workflow, using the same filter.

Hope this helps,

Louise Hare she/her

Freelance HubSpot Expert

If my reply helped to answer your question please mark it as a solution to make it

easier for others to find!