Emails not automatically logged in CRM

Smart CRM & Sales Hub CRM
1

Being new to HubSpot I could use some guidance with regard to a particular problem.

  1. An email address has been added as a channel
  2. Incoming email are now automatically processed into the CRM. That is the company name, contact, etc.

I would like to manually control this, as now I constantly have to clean-up the CRM with contacts I do not wish to have in the CRM.
For example spam message that did come through.

Ideally would be if I can simply instruct details from an email to be processed into the CRM, opposed to them all being added automatically.

I tried the following : Email > Settings > Email Log & Tracking :

  1. Unchecked “Allow all users to log email attachments” …….this did not help
  2. Unchecked “Allow all users to track emails and see recipients open en click on their emails” …….this did not help either.

Many thanks in advance for any tips/tricks

2

Hi @BoudewijnM,

Conversations inboxes automatically document all incoming emails and create contacts accordingly. This is expected behavior and can’t be changed. While HubSpot hasn’t elaborated on why there aren’t any settings, you can learn more about the ‘intentions’ behind the tool here: A guide to the conversations inbox

The do not log settings you’re referring to aren’t related to the conversations inbox: Exclude recipients from CRM email and meeting logging

They’re related to your personal connected inbox: Connect your personal email

In summary, what you’re trying to do is unfortunately not possible. If you need incoming messages to show up in the conversations inbox, as of now you’ll have to live with all of them either creating or updating contact records.

Best regards!

3

Dear Karsten,
Many thanks for your crystal clear reply. There is then basicaly only one option left, if I understand it correctely, and that is creating a HubSpot specific email, and send all message through that are to be recorded.
Best regards,
Boudewijn

4

Hi @BoudewijnM,

I’m not sure that would work, as HubSpot looks at the sender (in this case the email you’re forwarding from), not the sender of the forwarded email address – at least if you’re looking at the conversations inbox.

If you’re referring to the forwarding address, then yes, this might work: Log email in your CRM with the BCC or forwarding address

Best regards

5

Hi @BoudewijnM,

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.

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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:

  1. If the email only has one recipient, attribute to that user.
  2. 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.
  3. 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!