When we forward an email to another company, it is being logged under the previous recipient.

[leomar]

Let us say we have 2 companies to send our templated marketing email-- Company A and Company B.

So we send the email to Company A.

Then we forward the same email (just changed few personalized details) to Company B. At this point we have removed the FW: and other text in the body.

When we check in Hubspot, both the emails are logged under Company A only.

We do avoid forwarding now and just creating new emails and copy-pasted the content to fix this issue however, forwarding is a time-saver for some users. Is there a setting to adjust to avoid that logging behavior? Can we solve it so that if an email is sent to Company A, it will be logged under Company A. And if the same email is forwarded to Company B, it will be logged to Company B.

[karstenkoehler · Accepted solution]

Hi @leomar,

Are you referring to an email created in the marketing email tool or to emails sent through the HubSpot CRM? In any case, forwarding is not recommended: For marketing emails, HubSpot is working with tracking links personalized to a specific recipient (which means that any activity even on a forwarded email will be attributed to the originally selected recipient). For sales emails, HubSpot is working with a blank 1 pixel image, again meant specifically for the recipient.

By forwarding an email, you're confusing HubSpot. If you want to speed up your process of sending emails, you would either send your marketing email to additional contacts, or, if you're referring to sales emails, make use of templates. As a general rule, HubSpot emails should never be fowarded.

Hope this helps!

[leomar]

Thank you for responding Karsten.

We are using the Hubspot addon for Outlook Desktop. So Hubspot automatically adds a pixel image in the email? If we forward, it is keeping the original pixel image so it is logged to the original recipient?

[karstenkoehler]

Hi @leomar,

Not sure if it's the exact same pixel, but yes, HubSpot associates any subsequent activity on the forwarded email with the original recipient's contact record.

Best regards