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Occasional Contributor
Joined March-2017
Posts: 5

Sidekick with Office 365 always recording email to Hubspot

We have a strange problem with Outlook 365 integration: 

 

a) When we want to copy an email to Hubspot (using the Sidekick - log to CRM and automatic creation of Bcc field), everything works as expected: The email is stored, contacts are created if they did not already exist, etc. 

 

b) If we send a new email in the same email chain but turning off the logging field - Bcc field is blank - the new email is logged just as if the log to CRM function was turned on.  This always happens for all subsequent emails in an email chain once the Bcc field is used once.

 

I have compared the messages that are sent out and I cannot see anything in the header or in any other parts of the email.  In other words, it looks like this is a Sidekick problem.

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Community Manager
Joined October-2016
Posts: 580

Re: Sidekick with Office 365 always recording email to Hubspot

Hey @Atle, great question.

 

HubSpot Sales is able to track email opens by embedding a one pixel invisible image into the message once it is sent. When your recipient views the email and the images load, we send you a notification that the email has been opened.

 

HubSpot Sales tracking can sometimes be deactivated if the recipient's email client doesn't allow the tracking pixel to load. For instance, if the recipient formats their email in plain text, if their email client doesn't automatically download images, or if their corporate filter strips away all images for incoming emails. This shouldn't happen often, but can happen from time to time.

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Occasional Contributor
Joined March-2017
Posts: 5

Re: Sidekick with Office 365 always recording email to Hubspot

It makes sense that the "convert to text" approach does not generate consistent results since the "tracking pixel" is added by Sidekick as you send the email and the email client may treat this in different manners, depending on how it puts together the complete message sequence. 

 

Anyway, thank you for your input -- much appreciated. 

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Community Manager
Joined October-2016
Posts: 580

Re: Sidekick with Office 365 always recording email to Hubspot

Hey @Atle the workflow you described above is the Sales tools working as designed.

 

When you log the first email in an email chain in the CRM, the tracking pixel used in that email applies to all subsequent correspondence.

To prevent a subsequent email from being tracked/logged, you will need to send it as a separate email thread in Outlook.  

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Occasional Contributor
Joined March-2017
Posts: 5

Re: Sidekick with Office 365 always recording email to Hubspot

Thank you - I suspected something like this.  But it obviously raises the question of what the "tracking pixel" is.  How does it survive the conversion from HTML/Rich text to standard text? Is it really in the email or does it reside in Sidekick as an instruction durng the send-process? 

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Community Manager
Joined October-2016
Posts: 580

Re: Sidekick with Office 365 always recording email to Hubspot

Hey @Atle, great question.

 

HubSpot Sales is able to track email opens by embedding a one pixel invisible image into the message once it is sent. When your recipient views the email and the images load, we send you a notification that the email has been opened.

 

HubSpot Sales tracking can sometimes be deactivated if the recipient's email client doesn't allow the tracking pixel to load. For instance, if the recipient formats their email in plain text, if their email client doesn't automatically download images, or if their corporate filter strips away all images for incoming emails. This shouldn't happen often, but can happen from time to time.

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Occasional Contributor
Joined March-2017
Posts: 5

Re: Sidekick with Office 365 always recording email to Hubspot

Ok, I think I am starting to understand.  I only found one "tracking pixel" in the email:

 

<img src=3D"http://t.sidekickopen69.xxx/e1t/o/5/f18dQhb0S7kC8dDMPbW2n0x6l2B=
9gXrN7sKj6v5dh_lW56HJlK64Jpn2W1p1BnP16gGB3f8K6cZJ01?si=3D5222224059564032&a=
mp;pi=3Dcc43d99f-3ad6-4899-b0ae-d243a0c77da9" width=3D"1" height=3D"1" styl=
e=3D"display:none!important;">

 

so I assume this means that the tracking function (receiving information that the email has been opened)  and the "copy to Hubspot CRM" function are both embedded in the same instruction. Hence - you cannot turn off one function without also turning off the other one.

 

Is this correct?

 

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Occasional Contributor
Joined March-2017
Posts: 5

Re: Sidekick with Office 365 always recording email to Hubspot

Ok, some more testing here just to understand the behavior:

a) You initiate "store to Hubspot CRM" by including the Bcc field that is turned on when you press the "log to CRM" in the Sidekick field in Outlook.

b) All subsequent emails in the same chain (using Reply, Forward, etc. ) will be stored to Hubspot CRM.  If you want to stop storing emails to Hubspot CRM, change the email format to "text".  This will strip the tracking code from the email.

c) Note that changing the email format to text and then back to HMTL will re-insert the "tracking pixel" so this is not a good way to avoid storing the email to Hubspot.  It also suggest that sidekick adds the "tracking pixel" to the email after you press the send button. 

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Community Manager
Joined October-2016
Posts: 580

Re: Sidekick with Office 365 always recording email to Hubspot

Hey @Atle there is no gurantee that converting the email to plain text will prevent tracking, we have seen this happen in most cases but the product will not always function that way.

 

The best thing to do, for private emails, would be to start a new email thread. 

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Occasional Contributor
Joined March-2017
Posts: 5

Re: Sidekick with Office 365 always recording email to Hubspot

It makes sense that the "convert to text" approach does not generate consistent results since the "tracking pixel" is added by Sidekick as you send the email and the email client may treat this in different manners, depending on how it puts together the complete message sequence. 

 

Anyway, thank you for your input -- much appreciated. 

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