At the moment, we have to manually associate a deal record with an email we send to their contact when using the conversations inbox. Once we manually associate the deal with the email thread, is there a way for HubSpot to automatically associate any future emails within that same thread with the applicant as well as the contact?
We’ve tried achieving this with auto-associate settings, but this only applies to incoming emails, not outgoing replies sent from the shared inbox, so once we send a reply the association doesn’t carry forward automatically.
Based on the current behavior, what you’re seeing appears to be expected. For now, manually associating the email activity/thread is the available path for keeping it visible on the deal. The scope of these settings is outlined in the below resources
Hey @CTedder. Confirming what @stassey says about expected behavior. And here’s what I might try as a suggestion. If each contact/applicant normally has one active deal, an automation/integration may be workable. You should be able to identify the contact from the email activity, find the applicable open deal using a strong rule such as an “active application” flag, application ID, or pipeline stage, and then add the association through HubSpot’s API.
However, I would not recommend automatically associating all inbox messages to “the most recent open deal” unless your process guarantees only one applicable deal per applicant. If a contact can have multiple applications, that will eventually attach confidential or operational correspondence to the wrong deal.
If reliable deal-level email history is essential, the cleanest native approach is usually to initiate and continue those applicant communications as one-to-one emails from the relevant deal/contact record rather than from Conversations. Otherwise, expect manual association per inbox activity until HubSpot expands association inheritance for shared-inbox replies.
Hi This may be related to email logging and deal-contact association. I’d check the email logging settings and make sure the contact is properly associated with the deal.
Hope this helps!