The value for the Number of times contacted is wrong on my contacts.

[TGriffin92]

For example, I have a contact with 2 meetings and 7 Emails, but the "Number of times contacted" is zero. It doesn't seem to be counting these events. Do I need to enable a setting? Or is this because I am using the free version.

[TGriffin92]

The contact from the screenshot has five emails associated with the Contact record

[Jnix284]

Hi @TGriffin92 Number of times contacted should be 9 for the contact you mentioned, there is definitely something strange happening here.

• Number of times contacted: the total number of logged sales activities on a contact record. Possible activities include calls, chat conversations, LinkedIn messages, postal mail, meetings, sales emails, SMS, or WhatsApp messages logged on the contact record. Unlike in the Number of sales activities property, tasks and notes are not included in this property. This is set automatically by HubSpot based on the number of applicable activities on the record.

Is there a discrepancy for all contacts, or only this one?

[TGriffin92]

Hi Jennifer, thank you for your response! The values are erratic, not all of them are wrong. Some examples:

• Contact with 14 emails and 1 meeting has a number of times contacted as "1"
• Contact with 1 email and 1 meeting has a number of times contacted as "1"
• Contact with 0 emails and 1 meeting has a number of times contacted as "1" (CORRECT!)
• Contact with 0 emails and 4 meetings has a number of times contacted as "4" (CORRECT!)
• Contact with 3 emails and 7 meetings has a number of times contacted as "10" (CORRECT!)
• Contact with 14 emails and 0 meetings has a number of times contacted as "7"

[Jnix284]

you're welcome @TGriffin92, thank you for sharing more detail and examples, this is really helpful.

It looks like only "emails" are not triggering the correct number - can you confirm that all of the emails you're counting are "sales" emails and none are "marketing" emails? And are any of the emails replies in the same thread?

Let's take a closer look at one of the contacts that have 14 emails and none are adding to the total - are those emails part of a sequence? were they logged or sent natively?

[TGriffin92]

Hi Jennifer, I think that you have a good point. Almost all of the emails were via "Log an email" and came in via integration with Outlook.I don't know the difference between sales emails and marketing emails, so I can't answer that question. Whether they are replies in the same thread, I see that a few of them are, so I have noted the number of unique threads in the examples below. 

I have a contact with Number of times contacted = 13. This contact (Mason) has 10 meetings logged and 6 Emails--BUT 3 of the Emails are "Logged email". It seems that the logged emails for that Contact are not being counted. 3 unique threads

I have another Contact with Number of times contacted = 7. This contact (Jay) has 14 emails. 7 of those emails must have been logged (based on the dates) but the label on the email does not say "Logged email". 2 of the emails also show "Tracking data is not available for this email". I'm not sure if that matters, but I see that as a difference. 8 unique threads

One more example. This contact (Brock) has Number of times contacted = 1. He has 14 Emails and 1 meeting. ALL of the Emails are logged and show "Tracking data is not available for this email". 11 unique threads.

There is either a problem with the Logged Emails, or the "Tracking data is not available for this email" might have some effect. What do you think?

[Jnix284]

Hi @TGriffin92 it does sound like you've isolated what could be causing the discrepancy.

It sounds like this might be a bug - at least I would consider it one.

@PamCotton any suggestions for next steps with this issue? I would normally recommend reaching out to Support, except they have HubSpot free plan.

[danmoyle]

Hey there @TGriffin92. Are you looking at a report? Activities may be what you're looking for. According to HubSpot, "Activities are interactions that are recorded on a record's timeline. They include notes, emails, calls, tasks, and meetings. Certain activities can be edited after being logged on the timeline (e.g., you can edit the contents of a note)." Free should still show you your interactions and their activities. 

[TGriffin92]

Hi Dan,

Thanks for the response! I am actually looking at the OOTB system properties field that is displaying on a Contact detail page in the left side panel at the bottom