I’m the new admin for my organization’s Hubspot and I want to understand how to give guidance to users who are forwarding emails from Hubspot and expecting Contacts to be automatically created if they don’t already exist.
In short, I want to know which contacts from the message header will be automatically turned into Contacts in Hubspot. In the following example, let’s assume nobody exists as a Contact in Hubspot and I am Person E. Which people would turned into contacts automatically by forwarding this email to Hubspot?
---------- Forwarded message ---------
From: [Person A]
Date: Wed, Feb 2, 2022 at 3:24 PM
Subject: Meeting Agenda
To: [Person B], [Person C]
Cc: [Person D], [Person E]
For me the ideal scenario is that everyone in the Fwd message header will be auto-created into Contacts if they don’t already exist in Hubspot. Otherwise people have to pay attention to which emails they forward
In summary, I want to know if I can rely on Hubspot to create contacts from a forwarded email, no matter who sent the email.
I have seen mixed answers depending on the article, so trying to find clarity here. Appreciate anyone who can help. Thank you!
Hi @miaumaomi,
With the forwarding email address, “[t]he forwarded email will be logged to the contact’s record in HubSpot. If the email recipient is not associated to a contact record in HubSpot, a new record will be created.” In your case this would be person A.
I just tested this in my own account. Person 1 sent an email to me, copying person 2. I forwarded this to HubSpot. The email was only logged to person 1’s contact record. A contact record for person 2 was not created.
Although I don’t expect it, there is a chance you’re experiencing different behavior. One forwarded email should answer the question on your end.
If you want multiple emails to be logged, you should reply to an email using the BCC address. HubSpot will create a new contact record for anyone CCed on your logged email.
Hope this helps!
Thank you @karstenkoehler . It sounds like you’re saying only people on the “From” line will have the email logged to their record OR otherwise automatically be created into a contact if they don’t exist yet.
By extension, does that mean if I forward an email that I personally sent (as in my name is on the From: line), it will not be logged anywhere?
That is, anyone on To: or CC: will not be logged?
Hi @miaumaomi,
Forwarding an email will either log the email on the contact record of the sender of the original email or (if no contact record exists yet) it will be created and the email will be logged, correct.
If you forward an email where you are the original sender, the email will be logged to your own contact record in HubSpot.
The community manager’s response does not seem to refer to the forwarding address but to the general logging / the BCC address. This is also covered here in the yellow info boxes: Log email in your CRM with the BCC or forwarding address
BCC address will log the email to receiving contact and copied contacts. Forwarding address will only log to original sender’s contact record.
Best regards!
Thanks for the quick response @karstenkoehler , that’s very helpful and clarifying.