Contact Owner changing - how to stop

[MelisaAganovic]

Hi everyone, 

unfortunately I havent received an answer in the following posthttps://community.hubspot.com/t5/CRM/Contact-Owner-Changing-Mysteriously/td-p/704112, so I am trying my luck here.

Our contacts change mysteriously, however I found out why they change, but I don't know how to stop it. 
At our company many colleagues work in HubSpot and some of them have connected their personal Outlook - which is great. However, when they send an email to a contact, the Contact owner changes automatically.

For example: My contact owner is my boss (Jessica). When James sent me an email (his Outlook is connected to HubSpot) he becomes my Contact Owner and not Jessica anymore. 

The same happens also if James writes for the first time an email to John, John will be created as a contacts in HubSpot automatically and James becomes his contact owner. But what if James is not the contact owner of John, what if it is Jessica.

Is there a way to stop this or do we have to make the change manually? 

My biggest problem is, if the original contact owner (lets call her Jessica) desides to send out an Email/Newsletter to her contacts and uses a "List" that she created in the past - Jessica's name won't appear under "contact owner" it will be for this example "James" because he recently send out an email to John.

I hope this is understandable.

Thank you for your help.

[MelisaAganovic]

Hi @BérangèreL  @beeginman , 

it happened again. 

The contact A in HubSpot is our CEO from France:

Created first time in January 2023. However, it shows that the contact A has been first time created on 16th of August 2023. 

The contact A must be overwritten by importing a .xls file where he was included. 

However, since the contacts A also has a User Account (but hasnt yet activated) and is the CEO in France I have put himself as his contact owner. 

Now I see that the contact owner has changed - one of our colleagues in France has written an email to him and now she is his contact owner. 

This is the property history: [link was here]

[BérangèreL]

Hi @MelisaAganovic,

Thanks for your message! I am sorry to hear that you see this behavior again.

Since you are still running into this issue, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription, and they will be able to provide real-time assistance for this matter, where you are able to share screenshots and further information about this.

I have edited your post to remove the Hub ID of your account.

Thank you.

Best,
Bérangère

[beeginman]

Hi @MelisaAganovic!

Keen to get to the bottom of this for you! I definitely haven't heard of this happening before. 

Are you able to send a screenshot of the property history and this change happening? 

That way, I will hopefully be able to recreate it on my side and find a solution for you.

Cheers mate,

Brie

[MelisaAganovic]

Hi @beeginman, 

unfortunately I don't have any screenshot. While I was waiting for a solution, the colleagues have deleted the contacts where this change happend. 

However, I will keep an eye on it and let you guys know if it happens again. 

Cheers,

Melisa

[BérangèreL · Accepted solution]

Hi @MelisaAganovic,

Great question, thanks for asking the Community!

You did well in creating a new post to have more visibility on it 🙂. Because the other thread you mentioned is form 2022.

So, I checked for you and the Outlook Contacts integration does not have a way to map the owner when creating a contact and sending that over to HubSpot.

So, if your Team install the outlook desktop add-in extension from here, they can log and track their emails which by doing so will automatically assign them as the owner of the contact that gets created.

I understand from your post though, that the contact is already created in HubSpot with a contact owner A, but after sending an email from a personal inbox with the Outlook extension, the contact owner changes to the sender of the email, so it becomes contact owner B.

This shouldn't happen if a contact owner is already present in HubSpot. The contact owner should be assigned to the person sending the email, only if there is no contact owner yet.

Could you please send a screenshot (without confidential information on it) or the details history of the Contact Owner property to see how this property was updated?

I'd like to invite some of our Top Experts on this: Hi @Mike_Eastwood, @beeginman and @mangelet do you have suggestions to help @MelisaAganovic, please?

Thank you very much ❤️ and have a lovely day!

Best,
Bérangère

[MelisaAganovic]

Hi @BérangèreL ,

Thank you so much for the clarification. This was very helpful. 
Unfortunately, I don´t have any records, because the colleagues have deleted the contacts. 

I informed our mates to keep an eye and if it happens again to take a screenshot. 

Have a lovely day as well!