Hi, Is it possible to log incoming emails in Hubspot? To be clear these are emails that are not replies to an outgoing email generated and logged in Hubspot. I have linked my gmail account but can't seem to see how to do this.
The best way to do this if the message was originated as a logged message would be to forward that message to the CRM. To do this, forward your email to: YOURHUBID@forward.hubspot.com.
It should associate the conversation with the contact record from the original email.
Hope that helps!
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Josh Curcio HubSpot support and inbound marketing for OEMs, contract manufacturers, and industrial suppliers. HubSpot Diamond Partner & HubSpot Certified Trainer
There is a big update here, currently in beta – you might see it under Settings > Product updates. (If not, you'll have to be a bit more patient.)
Contact email logging rules
What is it?
Contact email logging rules let admins configure their portal to automatically capture all email communications between users and existing contacts in HubSpot.
Why does it matter?
The current default logging behavior only captures contact emails that are replies to already logged user emails, which can lead to important communications being missed in your CRM:
When a contact responds to a sequence but their email isn't logged
When you send emails from your mobile device without using the BCC address
In Settings, navigate to Objects > Activities > Email Log & Track to find the new section for Contact email logging rules.
The default value is "Log replies to logged threads only", which will keep functionality as it has always been.
To get the new behavior, select "Log all emails to/from known contacts". This will log all emails between the personal connected emails of users who have Personal email access permissions and contacts who are not on the Never Log list.
If you choose the new logging behavior, be aware of these key differences:
All emails users send from outside of HubSpot (such as the email client, mobile apps) to existing contact records will log to the CRM.
All emails from existing contacts to users will log to the CRM.
Emails sent outside of HubSpot to recipients who are not contacts, will not log. You will need to continue using the Sales Extensions or add the BCC address.
Email attribution
Emails that are logged from contacts that are net new email threads will be attributed to HubSpot users accordingly:
If the email only has one recipient, attribute to that user.
If the email has multiple recipients, but only one is associated with a user, attribute to that user. An email address is associated with a user if they have it as a connected personal email address, it's their HubSpot user account email, or an alias.
If the email has multiple recipients, and more than one associated with a user, attribute to the contact owner.
Who gets it?
This feature is available for all HubSpot hubs and tiers.
There is a big update here, currently in beta – you might see it under Settings > Product updates. (If not, you'll have to be a bit more patient.)
Contact email logging rules
What is it?
Contact email logging rules let admins configure their portal to automatically capture all email communications between users and existing contacts in HubSpot.
Why does it matter?
The current default logging behavior only captures contact emails that are replies to already logged user emails, which can lead to important communications being missed in your CRM:
When a contact responds to a sequence but their email isn't logged
When you send emails from your mobile device without using the BCC address
In Settings, navigate to Objects > Activities > Email Log & Track to find the new section for Contact email logging rules.
The default value is "Log replies to logged threads only", which will keep functionality as it has always been.
To get the new behavior, select "Log all emails to/from known contacts". This will log all emails between the personal connected emails of users who have Personal email access permissions and contacts who are not on the Never Log list.
If you choose the new logging behavior, be aware of these key differences:
All emails users send from outside of HubSpot (such as the email client, mobile apps) to existing contact records will log to the CRM.
All emails from existing contacts to users will log to the CRM.
Emails sent outside of HubSpot to recipients who are not contacts, will not log. You will need to continue using the Sales Extensions or add the BCC address.
Email attribution
Emails that are logged from contacts that are net new email threads will be attributed to HubSpot users accordingly:
If the email only has one recipient, attribute to that user.
If the email has multiple recipients, but only one is associated with a user, attribute to that user. An email address is associated with a user if they have it as a connected personal email address, it's their HubSpot user account email, or an alias.
If the email has multiple recipients, and more than one associated with a user, attribute to the contact owner.
Who gets it?
This feature is available for all HubSpot hubs and tiers.
Hey, @FPalmisano Hopefully you've already been approved. But in general, there isn't a set time, it will depend on how often the owning team ungates portals or if the process is automated for a specific beta. — Jaycee
Loop Marketing is a new four-stage approach that combines AI efficiency and human authenticity to drive growth.
I was just informed by Hubspot support that this CRM does not log new incoming emails from existing contacts. That is the most illogical thing I have heard. That makes absolutely no sense! We need that history! I, and your HubSpot clients live for incoming correspondence from potential leads.
I can see if they are not an existing contact, then don't log it. Let me/us make the decision of whether we want to add them to our pipelines. However, an existing contact, log everything! Especially incoming correspondence from them!
We shouldn't even have to ask you to do this! WTHeck?
I was just informed by Hubspot support that this CRM does not log new incoming emails from existing contacts. That is the most illogical thing I have heard. That makes absolutely no sense! We need that history! I, and your HubSpot clients live for incoming correspondence from potential leads.
I can see if they are not an existing contact, then don't log it. Let me/us make the decision of whether we want to add them to our pipelines. However, an existing contact, log everything! Especially incoming correspondence from them!
We shouldn't even have to ask you to do this! WTHeck?
Hi Tonya, I was exploring this for my client and we are equally stunned this isn't an option. However, I did find a way to at least log ALL incoming email, as that's what my client prefers over not logging any incoming email at all.
What you need to do is create a new Inbox and connect it to your email address where you're receiving emails that are not logged. Ignore the label saying this is for Team Email Addresses and connect it anyway. You can also limit the inbox to just be available for you. Then, all of the incoming email to that email address WILL get auto logged in HubSpot! I just schooled a Hubspot support rep on this 😄
Yes, I already knew that we could manually add them. We shouldn't have to add them ourselves. This should be automated. We shouldn't even have to ask for this. IMHO, this should be a no-brainer for the developers to automate this for existing contacts
@sharonlicari This feature has been requested numerous times over a long time, and is added to the Idea Forum under many different headings ("Forwarded Emails" "Logging Emails" etc. However as with most feature requests in hubspot, it takes forever (years!!) How this isn't a standard feature in Hubspot, when it's in all leading CRM software is baffling. This is one of the 2 main features that is stopping us moving to Professional, and in fact making us re-look at other CRM packages
Hubspot, please add a checkbox 'Inbound email' to the view when manually logging an email.
This is to capture correspondence received outside of email, such as LinkedIn, which will influence reporting against the property 'Recent sales email replied date'.
Thank you for your feedback, as Sharon mentioned, please create the idea in our Ideas forum to ensure this feature request is seen by our product team.
Best,
Diana
Loop Marketing is a new four-stage approach that combines AI efficiency and human authenticity to drive growth. Learn More
@sharonlicari Has this been solved or added somewhere to the Ideas page? I can't find it. Having to forward every incoming email that I want recorded in HubSpot is time-consuming and kind of an absurd work-around. This should be a simple fix and is a standard function on SalesForce. Any updates would be much appreciated!
I don't think the idea has been added to the forum. I'd suggest adding it. Also, I'd like to share this guide on how the Ideas forum works. This will give you a better understanding of the process and the expectations.
Thanks
Sharon
Loop Marketing is a new four-stage approach that combines AI efficiency and human authenticity to drive growth. Learn More
HubSpot Diamond Partner & HubSpot Certified Trainer
