"Subject Line" doesn't exist for Contact Form submissions to Conversation Inbox

SOLVE
hcheney
Member

Hi there, 

I have set up a Contact form and connected it to my conversations inbox. Unfortunately, when a user submits the form the form submission message comes through to the conversations inbox without any "Subject line". 

I added a field called 'subject' in the form itself but this just comes into the message, not as the actual email subject in the conversations inbox. As we want our employees to be able to hit reply and have a valid email subject from the form submitter, how can we achieve this? I don't even seem to be able to enter in a subject line in the conversations email reply to a form submission. Can anyone help? 

1 Accepted solution

Accepted Solutions
webskipper
Solution
Participant

Thanks, @viath - It finally works! Robot LOL

 

How did you figure it out?

 

Any way, I wish I could mark your reply as solution to this thread, but it seems I can't.

 

I'm going to repeat it here so there's less chance of readers missing the solution.

 

Solution:

  1. Edit the Form
  2. Include a new "Single-line text" with a group of "Email Information" and label "Subject" (internal name "subject") - You can choose a different label if you prefer, but internal name has to be "subject".

Any Form that has a "subject" Field submitted through should populate the Subject field in Conversation email replies automatically.

 

This solution is tested and confirmed working for both the Quick Reply and the the Email Editor

View solution in original post

28 Replies 28
jennysowyrda
Community Manager

Hi @hcheney,

 

Currently there is no way to have a subject line pulled in for form submissions. I would recommend using the field "subject" to copy and paste into the subject when your team members are responding to the form.

 

Thank you,
Jenny

0 Upvotes
webskipper
Participant

I definitely see a problem in the UX and expected functionality regarding this - and that goes for both contacts and hubspot users.

 

See, thing is that the conversations view has a nice, simple interface. If you use this interface to reply to the contact, the subject line is... empty.

 

You are only able to add a subject line to outgoing messages when using compose, which is less than ideal.

 

What I was expecting:

  • possible to pass form field value into conversation subject line (hidden field, dropdown, whatever)
  • possible to add subject to reply in conversations view without having to use compose. E.g. by prompting for it and maybe even giving suggestions.
  • possible to configure "greeting/fallback" subject line (the first in a string of manual messsages) so that subject is never left empty.
  • that I would never send out an email with empty subject line from a market leading CRM, sales and marketing tool - what year is this?
denisbkk
Participant

Was just looking for a solution to this problem myself. Looking at the replky from HubSpot team, there is no solution to this? Or did you find any way out to add a subject when replying to people?

0 Upvotes
webskipper
Participant
Hubspot doesn’t care. I found no other solution than to use the pop-out composer for my replies. It **bleep**.

Good thing I’m on the free plan.
0 Upvotes
webskipper
Participant
@jennysowyrda, just tagging you so you can review the thread.
0 Upvotes
JohannesDryft
Participant

Hi all,

I have the same issue with missing subline. Im very surprised when I found this... Hubspot should be the leaders on marketing and we are forced to send emails without a subject line.

I also experianced that when replying a submittend form then not even the original message is included... In other words, the person that submitted the form gets an email back without a subject line and with not text of their original email. Is this the same for all of you?

My work around is to compose a new email to the customer so I can write a subject line and then I copy past the customers contact from text and write the corresonding answer.

webskipper
Participant
Hi @JohannesDryft

It’s been a while since I checked, but last time I tried to find a solution, I had the exact same issues as you and I share all your observations.

Compose is the only way I know to get around these surprising and disappointing limitations with lower consistency and productivity as consequence.

HubSpot doesn’t seemt to engage in the community. At least not in this thread.

To everyone reading this thread, If you share the same experience please vote so we can get a better solution.

And if anyone has a solution besides using the composer, please share.
0 Upvotes
viath
Participant

Edit the Form and include a new "Single-line text" with a group of "Email Information" and label "Subject" (internal name "subject").  Any Form that has a "subject" Field submitted through should populate the Subject field in Conversation email replies automatically.

webskipper
Solution
Participant

Thanks, @viath - It finally works! Robot LOL

 

How did you figure it out?

 

Any way, I wish I could mark your reply as solution to this thread, but it seems I can't.

 

I'm going to repeat it here so there's less chance of readers missing the solution.

 

Solution:

  1. Edit the Form
  2. Include a new "Single-line text" with a group of "Email Information" and label "Subject" (internal name "subject") - You can choose a different label if you prefer, but internal name has to be "subject".

Any Form that has a "subject" Field submitted through should populate the Subject field in Conversation email replies automatically.

 

This solution is tested and confirmed working for both the Quick Reply and the the Email Editor

View solution in original post

hugoborjesson
Participant

Thanks @viath!

 

I use Gravity Forms on a Wordpress site with a Hubspot integration plugin, so I actually had to make some extra steps.

 

First I edited a form inside Hubspot and added a new "Single-line text" with internal name "subject" as you suggested.

 

I then went to Wordpress and edited my Gravity Form, adding a new hidden field and entered my email subject as the default value .

 

Next step was to go to the Hubspot setting for the Gravity Form and adding a new integration mapping the "Email subject" to the "Subject" field from Hubspot.

 

Prior to adding the "Subject" field to the "Email Information" group in Hubspot I didn't have the option to map any subject in the integration.

 

0 Upvotes
ppreston
Participant

Was this obvious requirement ever released? I cannot find a clear path to modifying the Conversational Email Form. Please advise

0 Upvotes
PamCotton
Community Manager

Hello @ppreston 

 

Could you please provide us more details of your end goal? Did the solution provided did not worked?

 

The more information, screenshots, and details you can provide, the better I can advise on the next steps.

Thank you,

Pam

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0 Upvotes
PavelBely
Member

@PamCotton Solution listed above stopped working couple weeks ago.

That is now adding field with internal name=subject has no effect, subject line is empty.

I confirm couple weeks ago it worked.

 

Any plans for fixing that?

0 Upvotes
PamCotton
Community Manager

Hello @PavelBely 

 

Could you please provide us more details about it?  The more information, screenshots, and details you can provide, the better I can advise on the next steps.

 

Kindly,

Pam

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0 Upvotes
PavelBely
Member

del

 

 

0 Upvotes
PavelBely
Member

thank you @PamCotton 

Please find the screenshots below.

1. Here's how I added Subject field to the form

Screenshot (85).png

 

2. The form with added Subject field before submission

Screenshot from 2020-10-09 18-14-08.png

 

3.  The form in conversation, please mind subject line is not set

Screenshot (86).png

  

0 Upvotes
brentmartel
Participant | Partner

Agree, does not seem to work anymore?  Can anyone confirm that it still works for them? (using a "subject" field)

FrenchMarket
Member

Hi Pav,

 

Does this method still work in Hubspot?

0 Upvotes
PavelBely
Member

@FrenchMarket unfortunately no

0 Upvotes
PamCotton
Community Manager

Hello @FrenchMarket @brentmartel , did the steps from @webskipper  are the ones that is not working?

Kindly,

Pam

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0 Upvotes
brentmartel
Participant | Partner

Hi @PamCotton , 

 

That's correct, tried the steps from @webskipper and it doesn't seem to work anymore.  Subject field from gravity forms ends up in my subject text field in HS but the subject line doesn't populate in the conversation inbox.

0 Upvotes
PamCotton
Community Manager

Hello @brentmartel 

If you are still unable after following these steps, 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, including hopping on a screenshare if necessary. 

 

 

Kindly,

Pam

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0 Upvotes
jordancollins1
Member

Hi all, I am testing out this platform and I love it. The only problem I have, is this missing subject line. It makes my emails look very unprofessional. Is there a fix for this problem yet? 

 

Cheers

Jordan

0 Upvotes
PamCotton
Community Manager

Hello @jordancollins1,

 

Glad you are loving it! Could you please share with us a screenshot of how your subject is setup currently?

The more information, screenshots, and details you can provide, the better I can advise on the next steps.

 

Thank you,

Pam

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0 Upvotes
Adam_DROPLET
Member

Hi @PamCotton,

 

I have exactly the same issue as @jordancollins1. I have tried the solution written above but no luck. You can see the screenshots below.

 

Screen Shot 2020-11-04 at 1.38.14 PM.png

 

0 Upvotes
PamCotton
Community Manager

Hello @Adam_DROPLET, since currently there is no way to have a subject line pulled in for form submissions, just wanted to confirm if you tired both recommended workaround? 

Thank you,

Pam

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0 Upvotes
Adam_DROPLET
Member

Hi @PamCotton, that is right, I have tried both workarounds and also contacted the Hubspot chat support that did not know any possible solutions.

 

Thank you,

Adam

0 Upvotes
PamCotton
Community Manager

Hello @Adam_DROPLET,

 

Since these are workarounds because currently there is no way to have a subject line pulled in for form submissions.

I would highly recommend you to please post this idea at our ideas forum (here).

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

 

Thank you,

Pam

 

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