Logging incoming emails in Hubspot

SOLVE
AEGIS1997
Member

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.

 

Thanks in advance.

1 Accepted solution

Accepted Solutions
Josh
Solution
Recognized Expert | Platinum Partner

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 Platinum Partner & HubSpot Certified Trainer

View solution in original post

0 Upvotes
21 Replies 21
Josh
Solution
Recognized Expert | Platinum Partner

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 Platinum Partner & HubSpot Certified Trainer

View solution in original post

0 Upvotes
AEGIS1997
Member

Thanks for this but the original email was not a logged email.  I just need to log the incoming mail in the first instance.

Josh
Recognized Expert | Platinum Partner

@AEGIS1997,

 

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 Platinum Partner & HubSpot Certified Trainer

0 Upvotes
Frampol
Member

Hi Josh,

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.

Best regards

The Frampol Africa team

0 Upvotes
jdslay
Member

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.

 

Thanks,

Josh

0 Upvotes
JuwelAK
Member

Hey Josh, 

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

0 Upvotes
leleventuri
Member

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.

0 Upvotes
wpb
Participant

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.

 

I hope this helps.

WPB

0 Upvotes
KJLUNDE
Contributor

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!

TM1104
Participant

What does YOURHUBID mean?! Your hubspot ID?

0 Upvotes
Josh
Recognized Expert | Platinum Partner

Hi @TM1104,

 

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 




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 Platinum Partner & HubSpot Certified Trainer

KJLUNDE
Contributor

@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?

DSchreiber
Participant

Hi Josh,

it would be usful if there would be a way to log an email without opening it.

With trackers, opening an email is a bit like opening a whatsapp these days.

0 Upvotes
Hinton
Participant

Hi everyone,

 

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.

"From: Contact Name <contact@email.com>"

 

See attached image below from the HubSpot Knowledge Base which also explains this.

 

Screen Shot 2019-02-21 at 16.56.32.png

 

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.

 

Hope this was helpful!

ThreadsHelp2018
Top Contributor

Hi @AEGIS1997 

 

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. 

JonathanElkin
Contributor

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'.

sharonlicari
Community Manager

Hey @JonathanElkin 

 

Thank you for your feedback, I would recommend creating an idea in our Ideas forum to ensure this feature request is seen by our product team.

 

Best

Sharon


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KJLUNDE
Contributor

@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!

sharonlicari
Community Manager

Hi @KJLUNDE 

 

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


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0 Upvotes
KJLUNDE
Contributor

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.

0 Upvotes
mikebrown
Participant

@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