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AEGIS1997
Member

Logging incoming emails in Hubspot

SOLVE

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
Josh
Solution
Recognized Expert | Platinum Partner
Recognized Expert | Platinum Partner

Logging incoming emails in Hubspot

SOLVE

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

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36 Replies 36
AgeTurbo
Member

Logging incoming emails in Hubspot

SOLVE

+1 This would be a really good feature. Bumping for support.

Tonya1
Participant

Logging incoming emails in Hubspot

SOLVE

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?

Tonya1
Participant

Logging incoming emails in Hubspot

SOLVE

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?

0 Upvotes
filipg
Contributor

Logging incoming emails in Hubspot

SOLVE

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 😄

 

https://knowledge.hubspot.com/inbox/set-up-the-conversations-inbox

 

0 Upvotes
Josh
Recognized Expert | Platinum Partner
Recognized Expert | Platinum Partner

Logging incoming emails in Hubspot

SOLVE

Hi @filipg,

 

I guess this could technically work for a very small team but it is not a feasible solution for teams with several people. 

 

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

Josh
Recognized Expert | Platinum Partner
Recognized Expert | Platinum Partner

Logging incoming emails in Hubspot

SOLVE

Hi @Tonya1 ,

 

You can add new incoming emails to HubSpot be forwarding the message or clicking the button "Add to CRM".

 

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

0 Upvotes
Tonya1
Participant

Logging incoming emails in Hubspot

SOLVE

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

.

Marvs
Participant

Logging incoming emails in Hubspot

SOLVE

Is it working already to log incoming emails automatically in HubSpot?
Otherwise, why is it taking HubSpot so long to make this work?!

LSadowski
Contributor

Logging incoming emails in Hubspot

SOLVE

Same pain point here for our company and definitely stopping us from upgrading to a Sales Hub Professional Plan.

Wondering if anyone has tried the above mentioned integration with Thread who claim to be solving this? https://app-eu1.hubspot.com/ecosystem/24887369/marketplace/apps/marketing/data-management/threads

mikebrown
Contributor

Logging incoming emails in Hubspot

SOLVE

@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

JonathanElkin
Contributor

Logging incoming emails in Hubspot

SOLVE

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'.

JonathanElkin
Contributor

Logging incoming emails in Hubspot

SOLVE

Just seen this was added: https://knowledge.hubspot.com/contacts/manually-log-a-call-email-or-meeting-on-a-record

1) Would prefer to have SMS and WhatsApp grouped under "Log a Text Message", and then add in it's place "Log an Instant Message" (e.g. Skype)

 

2) Please can the options of 'Inbound' and 'Outbound' be added to these new activity types so we can report based on inbound interaction

0 Upvotes
DianaGomez
Community Manager
Community Manager

Logging incoming emails in Hubspot

SOLVE

Hey @JonathanElkin 

 

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


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0 Upvotes
sharonlicari
Community Manager
Community Manager

Logging incoming emails in Hubspot

SOLVE

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

Logging incoming emails in Hubspot

SOLVE

@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
Community Manager

Logging incoming emails in Hubspot

SOLVE

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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KJLUNDE
Contributor

Logging incoming emails in Hubspot

SOLVE

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.

ThreadsHelp2018
Top Contributor

Logging incoming emails in Hubspot

SOLVE

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. 

Hinton
Participant

Logging incoming emails in Hubspot

SOLVE

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!

Josh
Solution
Recognized Expert | Platinum Partner
Recognized Expert | Platinum Partner

Logging incoming emails in Hubspot

SOLVE

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

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