I’m facing an issue with logging emails and contacts related to a customer in our system. Here’s the setup:
Emails are being sent from an employee’s account that is not connected to hubspot (for confidential reasons).
The employee is CCing a shared company mailbox on these emails (projects@) so the email comes into hubspot.
The problem is that these interactions are not automatically getting logged or associated with the relevant customer in HubSpot.
Request:
I’m looking for suggestions or solutions on how to ensure these emails and contact updates are automatically captured and logged in HubSpot without requiring the employee to connect their account directly.
We tried unsuccessfully forwarding the emails through manual logging :
Hi @ABegle and welcome, we are delighted to have you here!
Thank you for asking the Community!
I understand that you didn’t connect the email, however, are you using the Sales Extension?
Here are some documentation about it:
- Set up the HubSpot Sales Chrome extension
- Install HubSpot Sales for Gmail and Office 365
Also, I’d love to put you in touch with some of our Top Experts on the matter: Hi @Ben_M, @Danielle_J and @danmoyle can you think of a workaround to help @ABegle, please?
Have a great day and thanks so much!
Best,
Bérangère
Hey there @ABegle. Confirming that I tested an email to a contact in my HubSpot from two different senders.
Sender 1 is not a HubSpot user, and I used the [hubid]@bcc.hubspot.com and it did not log.
Sender 2 is a HubSpot user, and I used the [hubid]@bcc.hubspot.com and it did log.
So in this small test, I’d say that it’s expected behavior that sending to that BCC must be done as a HubSpot user. It just allows you to log emails without having the HubSpot email extension/add-on in your email client.
I believe you could create a workflow to automatically associate emails from the “projects” shared mailbox, as long as those do show up. But I think this would likely take some custom property mapping and a deeper understanding of the associations in HubSpot.
You could also maybe develop a custom integration that pulls emails from the shared mailbox and logs them in HubSpot using the API. This would require some development work but could provide a more tailored solution.
I’m also thinking that maybe using the HubSpot’s Conversations Inbox might help. This feature automatically documents all incoming emails and creates contacts accordingly. But it would require that the employees are users, which it sounds like maybe you don’t want that.
But yes, it’s important to note that the sender not being a HubSpot user could indeed be affecting the automatic logging process. HubSpot primarily relies on connected inboxes for seamless email logging, so that’s probably expected behavior in the tool.