I have one email that auto-logged an activity called “email reply from contact”. We’ve had tons of email replys that are logged/tracking on the contact, however there is only this one lone email that actually auto-created an activity in.
I don’t understand why it created just this one; and how to get the rest of our incoming/inbound emails to not only log and traack but to aslo create this activity metric that we can report on.
Hi @JHarder6 and welcome, we are so glad to have you here!
Thank you for asking the HubSpot Community!
I understand that you want to see who replied to your email. Let me know if that’s not the case.
Are these individual emails or marketing emails?
To start with, I’d like to share these resources that might be of interest:
- Track and log emails with the HubSpot Sales Chrome extension
- Track replies to marketing emails sent to your connected inbox
- Log email replies in the CRM
Also, I’d love to put you in touch with some of our Top Experts: Hi @Mike_Eastwood, @Ian_Matt and @DanMYD do you have suggestions to help @JHarder6, please?
Have a great day and thanks so much!
Best,
Bérangère
Hi @JHarder6,
There is a big update here, currently in beta – you might see it under Settings > Product updates. (If not, you’ll have to be a bit more patient.)
Contact email logging rules
What is it?
Contact email logging rules let admins configure their portal to automatically capture all email communications between users and existing contacts in HubSpot.
Why does it matter?
The current default logging behavior only captures contact emails that are replies to already logged user emails, which can lead to important communications being missed in your CRM:
- When a contact responds to a sequence but their email isn’t logged
- When you send emails from your mobile device without using the BCC address
- When you forget to click Log in your email client
Previously, you needed to use the forwarding address or the the retroactive Log button, requiring extra manual steps to capture missing emails.
How does it work?
In Settings, navigate to Objects > Activities > Email Log & Track to find the new section for Contact email logging rules.
The default value is “Log replies to logged threads only”, which will keep functionality as it has always been.
To get the new behavior, select “Log all emails to/from known contacts”. This will log all emails between the personal connected emails of users who have Personal email access permissions and contacts who are not on the Never Log list.
If you choose the new logging behavior, be aware of these key differences:
- All emails users send from outside of HubSpot (such as the email client, mobile apps) to existing contact records will log to the CRM.
- All emails from existing contacts to users will log to the CRM.
- Emails sent outside of HubSpot to recipients who are not contacts, will not log. You will need to continue using the Sales Extensions or add the BCC address.
Email attribution
Emails that are logged from contacts that are net new email threads will be attributed to HubSpot users accordingly:
- If the email only has one recipient, attribute to that user.
- If the email has multiple recipients, but only one is associated with a user, attribute to that user. An email address is associated with a user if they have it as a connected personal email address, it’s their HubSpot user account email, or an alias.
- If the email has multiple recipients, and more than one associated with a user, attribute to the contact owner.
Who gets it?
This feature is available for all HubSpot hubs and tiers.
Learn More:
Join the discussion on our Community
Learn more on the Knowledge Base
Best regards!
