I use HubSpot integrated with Gmail in the chrome browser. Whenever I have a conversation with a customer via email, the some total of the conversation is included in each reply. I would love to just log the most recent message in or out.
This is especially troubling when the customer has a lengthy footer on their email that gets added to every segment. Is there a way to turn off the inclusion of these trailing messages?
Hi @DElvig,
This is not a HubSpot feature but a standard of how email clients treat replies and conversations. By default, previous emails are included and HubSpot does not take the liberty of editing the conversation history.
Other users have made similar requests before: https://community.hubspot.com/t5/HubSpot-Ideas/Shorten-a-mailthread-when-replying/idi-p/783117
These requests submitted to the HubSpot Ideas section of the community are reviewed by the HubSpot product team, based on their popularity and the assumed demand. I’d recommend commenting and upvoting – or create your own request.
In terms of workarounds, you would have to remove the quotes replies at the bottom of the email before sending if you don’t want it logged. As far as I know, there is no native Gmail setting that would achieve this and it would have to be done manually.
Have a great day!
Thanks. Your answer was helpful.
The problem I’m having if finding a discussion detail in the long thread.
the search does not seem to find words in the whole stream of email content, leaving me to scroll and review. I’m looking back through scrolling pages of a customer conversation and would like to find the word “vibrato”, which is in the text many times, but Search does not find it.
Perhaps I’m searching incorrectly.
A useful feature would be for HubSpot to “collapse” parts of the message that are not the most current response. That would help visual searching. And perhaps also an opotion to exclude searching “collapsed” sections.
Hi @DElvig and thank you so much for your feedback and for sharing your experience.
We appreciate you taking the time to highlight the challenges with searching and navigating long email threads in HubSpot.
Your suggestion to “collapse” previous message sections to enhance both visual scanning and search accuracy is a thoughtful one, and I can see how this would greatly improve the user experience.
Sharing here the Idea you created @DElvig, thanks so much:
“Collapse duplicate information in emails - thread history”.
Thank you for being part of the discussion and have a lovely day!
Bérangère