Forwarded emails are being logged in HubSpot CRM with the original sender shown as the sender instea

Smart CRM & Sales Hub Sales Email
1

Hello,

We’re seeing what appears to be an issue with how forwarded emails are being logged and displayed in HubSpot CRM today.

Summary of the issue

When a HubSpot user forwards an email from their own mailbox, HubSpot logs the email activity in CRM as an incoming email and shows the original sender of the forwarded message as the sender, instead of the actual HubSpot user who forwarded it.

In Outlook, the sender/forwarder is shown correctly, but in HubSpot the CRM activity displays the original source email address as the sender.

Example 1

A user, XX (xx@mail.pl), forwarded a message from HubSpot to another Hubspot User YY (yy@mail.pl).

However, HubSpot logged the activity as:

  • Incoming email
  • From: client@example.pl
  • To: yy@mail.pl

The email body contains Roksana’s signature, which indicates she was the forwarding user, but HubSpot still shows the original sender address (client@example.pl) as the sender of the CRM activity.

Additional details from the logged activity:

  • Subject begins with “FW:”
  • The activity is stored as incoming email
  • The message body includes Roksana’s signature and email address

Impact

This is not an isolated case. We have seen multiple similar cases today, which suggests either:

  • a regression in forwarded email parsing/logging, or
  • an issue with how HubSpot interprets sender headers for forwarded emails.

What we need help with

Could you please confirm:

  1. Whether this is expected behavior for forwarded emails logged in CRM
  2. Whether there is a known issue today affecting forwarded email sender attribution
  3. Which headers/fields HubSpot is using to decide the displayed sender in these activities
  4. Whether this behavior can be changed so the forwarding user is shown instead of the original sender

If needed, we can provide specific record links, timestamps, and screenshots for the affected activities.

Thank you.

If you want, I can also prepare:

  • a shorter version for chat support, or
  • a more technical version asking specifically about header parsing and sender attribution.

Best regards,

PJas

2

HubSpot’s email logger often attributes FW: activities from the parsed original From / Resent headers, not from the Outlook “who clicked Forward” identity you see in the client. That can look like a regression when several land the same day, but it is also common when the connector treats the forward as an inbound message about the client.

Worth checking before / while you escalate:

  1. Reproduce once with a known clean forward: HubSpot user → another HubSpot user, subject still FW:, then open the activity and note Direction, From, To, and Connected account.

  2. Compare logging method: personal email connected vs BCC-to-HubSpot vs “Log email” / Sales extension. Attribution differs by path.

  3. If the goal is “show the rep who forwarded,” do not rely on FW parsing. Have the rep forward via a HubSpot send, or BCC the portal log address, or paste a short CRM note (“Forwarded client thread to YY”). Those stamp the HubSpot user cleanly.

  4. Escalate with a tight packet: Portal ID, two example record URLs, timestamps, connected mailbox type (M365/Google), screenshots of Outlook From vs HubSpot activity From, and whether this started today only. Ask whether sender display for forwarded messages is taken from From, Sender, Resent-From, or body signature heuristics.

If this only happens on forwards between two connected HubSpot users and never on BCC-logged mail, say that in the ticket. It usually routes faster than a generic “email sync broken” report.