Betreff: Forwarding address does not seem to work with routing rules

[Benjamin_R]

Hi Community,

This is to follow up on https://community.hubspot.com/t5/CRM/Emails-not-attached-to-contact/m-p/848049

Following the suggestion in this thread and as described here https://knowledge.hubspot.com/settings/log-email-in-your-crm-with-the-bcc-or-forwarding-address, we tried to log emails using the Hubspot forwarding address.

This works when you forward single emails manually to the forwarding address - the email is then attached to the corresponding contact.

It does not seem to work in a routing rule set up in Google Workspace which basically forwards all emails sent to a specific inbox to the forwarding address.

A reason might be that the forwarded message header generated by the email client is not present as expected - but that is just a guess, yet.

Any thoughts on that?

P.S.: Seems to be connected to this submitted idea: https://community.hubspot.com/t5/HubSpot-Ideas/Logging-Incoming-Emails-Using-Google-Workspace-s-Defa...

[MiaSrebrnjak · Accepted solution]

Hi @Benjamin_R, 

The HubSpot forwarding address is indeed meant for manual forwarding of 1:1 emails to the CRM as it relies on the message header generated by your email client to log the email on the correct contact record. 

If you're looking to set up routing rules to automatically forward incoming emails to HubSpot, I'd recommend forwarding emails to a hosted email in the conversations inbox, as described in this article: https://knowledge.hubspot.com/conversations/connect-a-hosted-email-to-your-conversations-inbox 

The hosted email which you'll forward emails to looks something like this: [username]@[subdomain].hs-inbox.com

The forwarded emails will appear in the conversations inbox, but they'll also be logged on the contact records. If you'd only like to route specific emails to HubSpot, you can configure detailed routing rules in your inbox (like excluding certain email domains from forwarding).

I also wanted to share this Google Workspace help article where Google recommends creating a new email address that will be forwarded and not using a real Google Workspace account or email address. 

I hope this helps! 

Cheers
Mia, Community Team

[Benjamin_R]

Thank you for the quick and helpful reply.