We are receiving emails from our customers that come from a netsuite.com email address. The address looks something like transactions.xxxxxxx.xxxxx_msg_xxxxx.xxxxxxx.email.netsuite.com.
Because of the netsuite.com domain, the “contact” is associated to the Netsuite company and not the real company. These emails are actually coming from our customers (not Netsuite) from what I believe to be from their ERP or CRM system.
Does anyone have any tips or best practices as to anything I can do to get these email addresses to associate correctly? There is a 6 digit number that is always the same for each individual company. Example: the common part of the address would be xxxxxx.email.netsuite.com.
I tried adding that to the domains for the specific customer/company but it doesn’t seem to be working and I read a post somewhere that said that Hubspot doesn’t recognize subdomains which would explain why.
As it stands now, we are having to manually remove company association to Netsuite and then associate to the correct company record.
I’ll be honest, I’m not sure if there’s a totally automated solution here. HubSpot doesn’t really allow you to identify or associte records based on any datapoints other than the default unique identifiers (email address for contacts and company domain name for companies).
It sounds like you also have automatic company creation and associated turned on as well, so HubSpot is always looking to tie contact records to new or existing company records.
If you don’t want those NetSuite emails to ever associate with any company record, you could disable the automatic company creation and association (just note that doing so will disable that feature for your entire database). It sounds like you’ve already tried exluding domains and such, but try adding “netsuite.com” to your domain exclusion list within those settings as well.
Otherwise, you do have the consistent 6-digit number within the email address. You could create a workflow that says “if email address contains [XXXXXX], then send an internal email notification/create a task to update the associations.” Sadly, I’m not seeing any workflow options to add or change associations. I don’t have a tom of experience with Operations Hub, but I’m wondering if a custom solution would be possible there!
Is it possible for your customers to email you outside of NetSuite? Maybe if you explain to them that they need to use their business emails to contact you in order for you to see and respond to their request, they may be able to change their system. Depending on the type of request or frequency, I’m wondering if you could use a HubSpot form or chatbot to collect information and tie it to their individual contact record as well.
It feels like there should be a better answer here, so I strongly encourage you to share your thoughts in the HubSpot Ideas forum as well.
@JStamm Echoing what @jolle said, I think your only solution here would be custom code via an Operations Hub workflow.
You would need to extract the subdomain from the newly associated contact, and create new company and contact records with that subdomain.
In addition, you may be able to adjust this in the integration with NetSuite.
BUT
Historically, the Netsuite integration has been pretty unreliable and inflexible. NetSuite doesn’t play well withHubSpot.
In Netsuite you can set the “From” address on mails, especially from workflows and scripts - it can be the address of the person logged in, presumably the person uses an email that reflects their company. But perhaps these invoices/purchase orders/sales orders are not from a specific account -- they can still create an email address and have an “Employee” record that doesn’t have login access, but can be used as the sender.
Thank you for your reply. Unfortunately, these are incoming emails from our customers that use Netsuite and we don’t have control of their account to set the “From” address on the emails.
Yep - I get that. These customers are doing the equivalent of sending you anonymous emails from Netsuite. It might be easy enough (depending on each customer’s proficiency of course) to tell them to use these “from” addresses.
But yeah - as far as detecting the company goes, Extracting the “Company ID” from the mail URI totally would work, as well as perhaps including it and detecting it from the subject.
In case anyone was wondering what the solution for this was , the isssue was that this was not the default behavior for Netsuite. It is usually the client that is using the sotware that is having an issue. In our case it was ione o our suppliers and no one was able to respond within the order. A couple hours later it was resolved . They were having an issue with their CRM and when that happens the emails send out like described and we/you are not able to reply within that order or in whatever instance the communication is for. Let the sender or customer know if it happens and they can usually fix it
