does anyone know why it is not possible to manually log an incoming email? In the attached image I would like to change the position from and to, i.e. I would like to set the customer’s name as the sender (From) and my name as the recipient (To).
I could not find a way to do this. I not only send emails to customers , but also receive some and these should be logged as well.
The same goes for phone calls, why not add a selection field whether it is an incoming or outgoing call.
P.S. I don’t want to integrate my emails with HubSpot or use the forward and bcc option, only the manual logging feature.
Hi @Namikos ,
The basic funda of manully logging emails in HubSpot when you connect with a contact outside of HubSpot then you can manually log the activity or a note in any record: Manually log a call, note, email, or meeting on a record (hubspot.com)
So it not possible to manually log the incoming email. Incoming emails are already there. You cannot change the To and From names.
Hope this helps!
If we were able to answer your query, kindly help the community by marking it as a solution.
Thanks and Regards.
@webdew The problem with the notes is that you can’t select the date and time it happened. So the log will always be at the top of the activitry feed even if it happened some time earlier.
“So it is not possible to log incoming emails manually. Incoming emails are already there. You can’t change the sender and recipient name.”
What about phone calls, why can’t you select if it was an incoming or outgoing call there? I think that would be a nice feature.
Right now I track all my emails (whether they are incoming or outgoing) with the email log feature, the fact that I cant select incomming or outgoing email doesn’t interfere with my workflow, but just like with phone calls, it would be a nice feature have.
Agree @Namikos , there are some limitation in HubSpot in this regard. If you feel strong about this idea and then will advice yoo to recommend this idea to HubSpot product team on idea section of the community. They review the ideas submitted and then work on them: HubSpot Community - Ideas - HubSpot Community
Hope this helps!
If we were able to answer your query, kindly help the community by marking it as a solution.
Thanks and Regards.
I’d imagine this is a result of HubSpot’s origins as primarily a marketing tool…
I agree that this would be a nice feature. Although I use email integration, I do occasionally log emails manually and generally free-type “INBOUND EMAIL” at the top, which isn’t great, is it?!
Despite there being a few similar posts in the community over the years, I’ve been unable to find any existing Ideas. I’d highly recommend posting this on the Ideas board. I’ve only been using HubSpot for a few years, but during that time I’ve seen a number of community suggestions implemented.
In the meantime (at least with regards to calls) how about using custom call outcomes? In addition to the standard “Connected/Left voicemail”, etc., you could have e.g. “Inbound”, or sub-categorised (“Inbound - returned call”, “Inbound - unsolicited”, etc.).
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
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.
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:
If the email only has one recipient, attribute to that user.
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.
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.
