Forwarded, old email associated to wrong company

[AadLiefveld]

I want to associate an old email to the contactpersons and companies included in that email, but it gets associated to the wrong company.

On this email one contactperson is from the prospect and two are from a partner of ours. When I use the forward.hubspot.com feature, the email is associated to the prospects'contactperson but not to the prospect company. Of the two partner contacts only one is associated to the right contactperson but not to their company. The company that is associated to this email is not linked in any way to this email. The internet header of this email only contains the domains of the prospect and the partner.

[AadLiefveld]

Good morning @karstenkoehler,

Thanks for the link and your response, but that was what I first had checked before my post.

All requirements for executing the forwarding functionality are met.

And you are right about manually changing associations when you don't like what Hubspot is doing automatically. But in this case Hubspot automatically associates to a company that is not even mentioned anywhere in the email. See also my reference to the internet header.

As I mentioned in my post in this case most of the forwarding functionality is executed but not for all of the contact persons and not always in the correct way. All companies plus all related contact persons exist in the db together with the correct email addresses. Only 2 of the 3 people on this email are associated on contact person level, only one company is associated correctly and a company not related to this email is associated by Hubspot.

I was hoping that someone in this community coild point me in the right direction to understand why Hubspot links to a company that is not in this specific email. None of the persons/eamil addresses on this email are linked to this company, there is no reference to the domain of this company, none of the contact persons are linked to this company.

Anyways, thanks for your time and efforts.

[karstenkoehler · Accepted solution]

Hi @AadLiefveld,

If the automatic association doesn't work as you'd like it to, you can always manually change the associations in HubSpot: https://knowledge.hubspot.com/crm-setup/associate-activities-with-records#associate-an-existing-acti...

Best regards!

[AadLiefveld]

Hi Karsten, great advise. Why did I not think about that! Or even better; create an email log and retype the whole message and then manually associating it to the right contactpersons and companies. This would save time because I don't need to check if the forward feature does what it is supposed to do. But seriously; any thoughts on why it is associated to a company that not part of this email?

[karstenkoehler]

Hi @AadLiefveld,

No need to get cynical. Here's the documentation that explains behavior of the forwarding email address and all requirements – which apparently are not met in the scenario that you described.

https://knowledge.hubspot.com/settings/log-email-in-your-crm-with-the-bcc-or-forwarding-address#requ...

Have a good day.