HubSpot auto creates a contact for anyone that emails in - or is cc'd into a reply in conversations. For some customers who manage through support, this will mean a large number of contacts can enter the database. The only way to prevent this at the moment is by setting filtering rules, as all filtered emails do not create contacts. There is a use case from a customer in this post..
This is a request to build a "Create contact" rule giving us the option to disable automtically creating contacts for people we communicate with in Conversations.
Thank you all so much for this feedback and direction! I will be reviewing this with the team and will post an update. We have a few upcoming features that should address some of this pain so I will share in the next couple weeks as we have a more details. Thank you!
Hi - Thanks all for your feedback here!
I wanted to dig in a bit to understand a bit more. From reading through this, it seems like there are two issues:
1. Auto creating contacts that cause clutter in the CRM
2. Adding contacts that you would have to pay for later when you might just be having a quick conversation and do not need to follow up with them. I am assuming this is for mostly support usecases?
Does that capture the usecases or if there are others would you provide them below! thanks!
Hi everyone, my name is Cambria - I'm a Product Manager on the Conversations team. Thank you to everyone who has upvoted this discussion, shared your use cases, and added your thoughts and opinions over the past several months.
Before we dive into things, I just want to say that this feature was absolutely not designed to push any of our customers above their contact tier limit.
Contacts are the beating heart of HubSpot, and we want to empower teams using the Inbox to have remarkable 1:1 conversations, largely leveraging the power of contacts so they can have a 360 degree view of who they're talking to and previous interactions they might've had with their team.
That said, we know there's a few problems with our current system.
1) Contact tier limits - we know this is a problem and we're exploring solutions internally on how we can address this.
2) Filtering - we need to improve our system for filtering spam/undesirable emails so they never get to the point where they're being added as contacts anyway. We're planning on tackling later this year after some core email infrastructure work we're doing in the first half of the year.
I know this may not be the response you hoped for, but thank you again for all your feedback and patience with this issue. We'll keep this post updated when we have further announcements to share on progress here
This needs to be a new feature! It's frustrating that spam or sales emails can trigger new contacts in your CRM and potentially exceed your contact limit costing you more money.
Hi - any update on this request. This is a very annoying "feature".
Not yet. I hope it gets resolved soon!
We would love this feature. We support both partners and end users. We do not want end users being created as a contact as we don't want them to recieve any of our marketing emails, product updates email, or newsletters that are intended for our partners. As of now, we've been told we need to set up filters/workflows/special fields - workarounds that are not ideal.
And reading the above comment makes me very nervous about spam email addresses being created as contacts as well - eek!
This would be huge. We use this for our accounting department and they get emails from customers and venders. It would be nice to not create a contact for ever vender.
help! we're onboarding now and JUST turned on Conversations Inbox and literally have a dozen spammer or generic email we subscribe to that have created new contacts....
This feature is very anoying.
we need to delete hundreds of contacts whichs were generated from spam-mails, newsletters, CC-mails.
Please ask within the conversation before a new contact is generated.
Please implement this feature!
I understand the filtering tool, but we cannot filter every spam/random email in the world, that is not efficient and needs continuous monitoring, which basically makes extra work instead of making the existing one easier.
Just adding to all of the above! This is an incredible time waste of a problem, defeating the entire purpose of automated systems! I will have to disable inbound email completely (and could be driven away from the platform entirely) until this problem is solved by HubSpot.
Same here, would love this feature!
Even better. Add a button to selectively add the contact to the CRM during the conversation.
Very strange default behavior, and I'm even more surprised it cannot be changed. I'd expect automatic contact creation for people I send mail to, but not every random person who contacts me! I'm evaluating HubSpot at the moment, and this is the only major turnoff I see for now - the sales pipeline and email features are looking very useful otherwise.
We need this functionality as well as when our sales reps are OOO their autoresponder creates new contacts. Please help!!
Agreed. We would definitely like the ability to put any potential new contact into a queue so they can be qualified by a sales person prior to being created as a physical contact in HubSpot.
Yes please add this feature. Very frustrating that this still exists.
I have found a temporary fix if you wish to continue to use the Conversations Inbox.
I have saved a filter in my contacts tab that shows me any contact that was added from the conversations inbox. I run the filter daily and bulk delete the spam contacts that were added. I have done the same thing for companies.
In the "Contacts Tab"
1. Add filter
2. Search for "original source drill-down 1"
3. Select "contains exactly"
4. type in "conversations" hit enter
5. click "apply filters"
6. Save and name the filter.
Repeat steps 1-6 in the companies tab.
you can now use this filter regularly and use the checkboxes on the left-hand side to bulk delete each day/week.
The problem comes when you want to save some contacts and delete others. I have chosen to add another filter so that I can change that property and take the contact off the list.
I have chosen to add "Original Source" is any of "Offline Sources".
We now change that field in the contacts that we want to keep (specifically we change it to "Email Marketing")
To make it easier for my colleagues, I have also added the "original source" property to the "my view section" in the contacts panel so that it is easy to access and change. Go to "view all properties" in any contact > search properties for "original source" > Click "add to my view"
Please resolve this problem. This is very annoying.
I would like Hubspot to only log emails from known contacts in the CRM. The reason is that I have lots of people email me, including confidential emails I don't want made visible to everyone in the CRM.
I know that if I send an email and uncheck the log button, it doesn't log in the CRM. I also know that I can exclude a specific email address or domain in the settings so that it never logs emails from those people. The checkbox is only useful for stopping the logging of emails I sent, not those I receive (and also doesn't cover those cases where I sent from my phone or forget to uncheck the box). And, the email/domain exclusion is only useful if I am expecting emails from someone.
What we need is a setting when enabled, Hubspot only logs emails from my inbox that are existing contacts in Hubspot, and does not create new contacts from emails of people not in Hubspot. That way, if I have a confidential conversation with someone and give them my email address, and they email me, that email doesn't create a Hubspot contact and log the confidential email for everyone to see.
This is important as someone who wears lots of hats including both sales, and confidential things like HR and legal.
Piggy-backing on this thread.. this is a much-needed improvement to the conversations tool.
The only reason that I can imagine it hasn't been addressed is that Hubspot has a financial interest in additional contacts being added to your CRM in bulk; more contacts equals higher pricing tier.
Pretty please address this in 2020 Hubspot.
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