Automatically log incoming/unsolicited emails from existing Contacts
Apparently the only way to log inbound emails initiated by a Contact (i.e. emails that aren't a reply to a logged outbound email) is to forward the email to hubspotID@forward.hubspot.com. This is using Gmail integration.
Can you not tell when an inbound email is from an email address matching a Contact? And if so, can't you just log the email against the Contact? Our old CRM did this automatically. Using the Forwarding address is clunky and easy to forget to do.
This confused me as Hubspot Support said "...unless the contact is replying to an email that you sent them (that was logged) it will not be logged unless you use the forwarding address". She also said this by design otherwise EVERY email I get would end up in the database as a new contact. (Just as the other poster complained.) I don't see whay that has to be the case.
I woud like to automatically log all inbound emails of existing contacts. And for emails from someone not in the database, I'd like a prompt to add them as a Contact. Ideally I'd like to setup in advance how to deal with emails from unknown senders.
@JDeLuise no it does not. I beleive @MJenkins5 was saying we should have the ability to do that. I get their "reason" but it's a feature that works in other CRM. It works without, but it can be a bit clunky for sure.
This is crucial. Without this, we are having serious problems and could be a deal breaker in terms of us using Hubspot.
As a very basic example...
Staff1 sends an email through Hubspot to Customer.
Customer replies saying they are interested in deal but need to wait.
So far, both emails are logged.
Customer starts new email and says they want to go ahead with the deal.
This is not logged and is the confirmation which is crucial to the deal.
I realise that Staff1 could forward that email to Hubspot but it is a manual process that can easily be forgotten.
When Staff2 looks at Hubspot, they see no confirmation about the above deal. The Customer could have added important caveats etc to the confirmation. Accounts when chasing for payment and looking at Hubspot do not see this.
There is also the issue of staff members purposely not forwarding complaint emails etc.
Please get this sorted, it is a basic requirement for CRM.
I was 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 decide whether we want to add them to our pipelines. However, an existing contact, log everything! Especially incoming correspondence from them!
This has been an ongoing complaint for many years under different titles.
It is unbelievable in 2024 that auto-logging emails for contacts is not already part of this product. Reliance on workarounds, which vary based on email client (apple vs microsoft, mobile, web), are just not practical for the typical workflow of any business.
We are new to HubSpot and may cancel 2 weeks in due to this gap, that wasn't disclosed as part of the sales process.
YES as it makes complete sense. Current solution does not. It would remove a lot of manual work and mitigate errors, which in turn removes some more manual work. Currently it's just another microtask you need to remember although it has specific terms and sequence of actions, the characters of something you should automate. It has actually created several problems for us even with 2 people as essential information from incoming emails gets lost. People just forget to first Log and get straight into solving the problem and replying.
I would like to share a suggestion regarding email tracking in HubSpot. Currently, for emails to be logged when they are not direct replies to a tracked email, it is necessary to manually click the "Log in HubSpot" option provided by the application.
This manual action can be tedious, especially when dealing with a large volume of emails. Would it be possible to make this option automatic, so that all incoming emails are logged by default in HubSpot without needing to click "Log" each time?
I believe this improvement could greatly simplify email management for users and enhance the efficiency of the Gmail integration.
Thank you in advance for considering this suggestion, and for your ongoing efforts to improve HubSpot.
