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.
Hi @sharonlicari, thank you for the suggestion. I've already read that article and have subsequently posted suggestions to the Idea Forum. The hiccup that I and other users run into is the question of whether an idea posted to the Ideas Forum is even considered by HubSpot, and if it is, the lengthy time frame to implement changes that are standard features on other CRM providers. This is just an observation in reviewing many of the posts and timelines on the Ideas Forum and my own expereince having used other CRM providers. It would be nice if there were a way for HubSpot to identify Ideas that are directly related to features not available on HubSpot, but are standard features on every other major CRM procider. From a competitive standpoint, I'd think it would be helpful information that Hubspot would like to know. Either way, I appreciate your response and will post this Idea to the forum.
If you want to log incoming emails automatically in HubSpot you can do this using Threads. Find us on the HubSpot App Marketplace. This avoids the need to manually forward or use the bcc method. It also operates retrospectively to pick up historic mail.
We had this problem as well. We tried logging incomming mails by sending them to the forwarding address and what eventually did the trick for us was editing the forwarded messege header. Our email client (outlook) was set to Swedish by default and when we manually changed the fowarded text to english it worked perfectly fine! Actually, you dont even have to change all of it, just the "from" text.
It seems this is the text that makes HubSpot recognize this as an incomming email.
I tried this with existing contacts and new ones, the new ones were added to HubSpot so this seems to be fully working. One last side note though, the timestamp in your contact's timeline will be based on when you sent in the mail to your fwd-address so if you want it to be as accurate as possible, do it asap when you've received the email that you want to log.
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!
Did this post help solve your problem? If so, please mark it as a solution.
Josh Curcio HubSpot support and inbound marketing for OEMs, contract manufacturers, and industrial suppliers. HubSpot Diamond Partner & HubSpot Certified Trainer
Hi Josh, are there any updates on this request? I'm told that Hubspot is rolling out improved functionality for their Gmail and Outlook Add-ins. Every other CRM that I've used gives the user the ability to click a button to link an incoming email to Hubspot. It's time consuming to re-send every incoming email to log with the YOURHUBID@forward.hubspot.com solution. I've used multiple other CRM providers, all of which have the ability to simply click boxes next to contacts, companies, deals, etc to link any email (incoming, outgoing, etc). I'm also told this has been resolved for the Gmail Add-In, but not the Outlook Add-in. Any timeline available when this basic function will be made available to Outlook users? Thanks!
Yes, your HubSpot ID can be found by clicking on the very top right dropdown on HubSpot where you would access your account and billing, HubSpot Academy, etc. It will also show in the URL when using HubSpot. If you are looking at a dashboard in HubSpot, it will be the only number in the URL string on the page.
Josh
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Josh Curcio HubSpot support and inbound marketing for OEMs, contract manufacturers, and industrial suppliers. HubSpot Diamond Partner & HubSpot Certified Trainer
@Josh any updates on when HubSpot will have an actual fix instead of this workaround? As everyone has posted on this thread/topic for years, this is time consuming and not very user friendly at all. Like every other CRM in the marketplace, can Hubspot please just add a single click button that allows an email to be logged to Hubspot?
I read you advice and followed it as I am also having the same problem. I have setup my account and can clearly see under EMAIL INTEGRATION that it is connected. I have also set up the forwarding addres in our email server (we use HOSTGATOR) so that every email that comes into my account gets forwarded to myaccount@forward.hubspot.com however, none of my emails are being logged into HUBSPOT. Please could you help? Thanks in advance. Juwel
I'm having exactly the same problem! I'm afraid there's no solution, unfortunately. No way we can possibly handle this case, unless by using external help desk services.
I had the same problem and it took me a bit of sleuthing so solve.
I noticed that in the forwarded email out of Office365 the From: My Name <my_email> and To: Contact Name <contact_email> address was missing the valid email address in the <>, and instead just our generic names were in the From: and To: blocks. I edited the email just before I forwarded it to make sure that valid email addresses were inside of the <> symbols for each line.
Once I did this, I was able to forward past emails that I had sent to contacts without the BCC_Hubspot address to Hubspot and they were correctly assigned to the contact.
It should still work in the same fashion. I just tested in my portal with a brand new email that came in that wasn't previously tracked (and the contact didn't exist). I used the forward address and it logged that email as well as created the contact for the person that sent me the email.
Is that what you are hoping to do?
Did this post help solve your problem? If so, please mark it as a solution.
Josh Curcio HubSpot support and inbound marketing for OEMs, contract manufacturers, and industrial suppliers. HubSpot Diamond Partner & HubSpot Certified Trainer
I too have tried to forward emails, after the fact, into my HubSpot account without success. I've tried to forward emails which I've recieved from exisiting contacts and come from their email address which is in the contact record. I've also tried to resend sent messages which I had sent to existing contacts, but had forgotten to bcc my HubSpot email address originally. Neither is working correctly and the emails are not showing on these records. Any idea why?
I'm sure I am using the correct HubSpot email address for my account, as when I do remember to BCC an outbound email to a contact, they do log.
Thank you for your advice. I am not able to see the forwarded email (referenced) to Hubspot. I did notice that outlook called up the following address '4066456@bcc.hubspot.com'I tried both. Perhaps they are there in Hubspot but not where I expected them to be - as an addendum to the original email sent in contacts.
HubSpot Diamond Partner & HubSpot Certified Trainer
