Incoming emails not recording in activity

Smart CRM & Sales Hub CRM
1

Hi :slightly_smiling_face:

I’m looking to track incoming emails.
My IMAP account is attached and working fine. I can send and recieve emails from hubspot.
What I want though is when a client with an existing contact record sends me an new email (not a reply that I’ve sent via hubspot) for the system to record that in the client’s activity. That doesn’t seem to be working.
Is there a setting I’m missing?
Many thanks
TIm

2

Hi @TNeale,

You’re not missing anything: Incoming emails sent to your connected personal email will not log to HubSpot if they do not meet the requirements for logging. The email must be a reply to an original email that sent through the CRM.

So unfortunately, new incoming threads cannot be logged automatically. Those emails you’d have to forward manually from your personal inbox.

Let me know if you ahve any follow-up questions!

3

Thanks for your reply :slightly_smiling_face:
Ok - that’s very dissapointing - is there a reason for this? Seems like a basic requirement ?
Thanks

Tim

4

Hi @TNeale,

HubSpot hasn’t communicated this but I assume that it’s related to data privacy regulations. There needs to be a legal basis for processing and logging communication. I think the argument here is that this legal basis cannot be assumed for any incoming email.

Best regards

5

Fair enough - I know regulations are a minefield nowadays. I’ve got the forwarding working which is cool. Thanks for your help - much appreciated :grinning_face:

6

Happy to help, @TNeale! If you want to help others find this information easily, you can mark my post as an accepted solution. (It looks like you accepted your own reply as a solution.)

Have a great day!

7

FYI: This has apparently changed (although it’s still not working for me): Understand reply-only email logging rules

8

Hi @STreggiari,

Can you specify what has changed? As far as I can tell this still behaves as before: Incoming emails will only log if they are a reply, not a net new email.

Best regards

9

Yes. But, according to the article, the sent email doesn’t have to originate in the CRM. It can originate in a connected personal email (ie. the HubSpot Sales email extension for Outlook, which is what is giving me the problem).

By the way Karsten. Thank you for all your contributions to this community. Your expertise has been helpful to so many people (especially me!).

10

Hi, I’m refloating this thread asking how to Forward Incoming emails to HS, in order to force the logging. Is there any way to set up a rule to fwd every single mail that comes from an email address with a contact record in the CRM?

11

This is illogical, it defeats the purpose of a CRM

12

Hi @TNeale and everyone,

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.

karstenkoehler_1-1743741105909.png
karstenkoehler_1-1743741105909.png640×215 36.8 KB

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!