HubSpot Ideas

jehiguese

Disable automatic contact creation for Conversations

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.

 

HubSpot Updates
Idea Submitted
June 05, 2020 12:34 PM

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!

June 02, 2020 05:14 AM

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!

January 14, 2020 02:04 PM

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

202 Replies
GLeigh
Participant

We have to get someone to "clean" the cc'd contacts out every month, very frustrating and should be a simple fix. Come on @hubspot  sort it out 🙂

STECHNOLOGIES
Member

Dear HubSpot product Team,

 

I have seen so many users are struggling to disable the auto creation of a contact which is created while having conversation synch with Facebook. So after the Facebook synchronization , all the messages on FB messenger are appearing in Conversation. But we do not want all these conversations become a Contact. We would like to create manually the contact who is relevant to become a prospect.

 

Please help.. Been highlighting this issue for quite a long time but no fix..

 

Thankyou,

 

MilesHeadStart
Contributor

I just set up the inbox to discover that everything sent to my email becomes a contact by default. This is crazy! HubSpot replied two years ago that they were working on this...

STECHNOLOGIES
Member
Yes , Unfortunately , lot of people are facing this issue .. But no fix !
Alexandru_Birso
Member

Very Higly needed. Thank you!

SBruckel
Member

HupSpot should offer a setting where contact creatio is optional; for example, in the side bar for HubSpot in Outlook, it would offer "add contact to HubSpot".  Quick and simple and avoides adding hundreds of non-client contacts.

AlexandruB
Contributor | Partner

Hi @SBruckel , Hubspot does have a setting in the Outlook widget that allows you to turn contact creation off by default, and then you can enable it only for the emails that you want to be logged in Hubspot - and the contact created. The main issue is with the email address that is connected to Hubspot Inbox - where every email creates a contact. This, if I understood correctly your point above. Best.

SBruckel
Member
Thank you very much - I see the setting now - I will try that. Thank you for pointing it out.
AlexandruB
Contributor | Partner

👍

STECHNOLOGIES
Member

Thankyou AlexandruB , My problem is not from email , I have connected with facebook messenger and any messege is facebook messenger creates a contact which I dont want. I only want to create the contacts who provide certain information in messenger ? How can we achieve this to disable autocreation of contacts...

 

Please help.

 

 

Thankyou,

 

AlexandruB
Contributor | Partner

Ok, so again this is connected to the inbox (Hubspot's). I don't think you can do anything about that, meaning to prevent the contact from being created. You can delete after, create filters, monitor, etc, etc, but don't think there is a way to prevent it.

pille
Participant

We receive tons of spam via chat and I find we're constantly dealing with the aftermath.

Even if we mark the contact as being blocked, the company might still be created and we're constantly cleaning up. 

 

It would be great to decide from a chat whether we want to create the contact or not.  This might also be beneficial from emails too.

Cdubya
Member

How come the use case is a private resource? I am a Sales level HS customer, and I would like to see it. 

Cdubya
Member

This issue seems to be frustrating quite a few people, with no clear solution, except to manually add emails to the Never Log list, or to manually delete non-essential contacts. 


I have an idea but need some help. Is there a way to differentiate contacts automatically created by the Sale Extension vs. contacts created from chatflows, workflows, and our users?

AlexandruB
Contributor | Partner

@Cdubya , actually there is. You find a contact that was created through the Sales Extension. Go to "View all properties". Check the "original source" drilldown fields. Mine sais "EXTENSION". Go to the Clients tab, create a filter. And that should be it.

JDietrich1
Member

This is such an obvious necessity that I cannot fathom how this feature doesn't already exist.

Cdubya
Member

@AlexandraB yes and no, even if you use the drill down fields, some contacts created by the chatflow are not able to be located. A work around was to create a custom property from the chatflow to "tag" the source of the contact so you can use HS filters to create a view. 

AlexandruB
Contributor | Partner

👍. We work with what we have. Although, something better is needed in this area. 

NicoleJ
HubSpot Employee

+1 updates?

stevecoachtrain
Member

We need this quickly.  Sooner the better.  We've had to disable our email to keep from polluting our database further.  Our support email has been in use for years and we don't want to disable that.  However, it is used by multiple team members and also receives a ton of spam, all of which are creating new contacts we don't want in the database.  Unable to fully implement our Ticketing system until this issue is fixed.