HubSpot Ideas


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.


Atualizações da HubSpot
Status atualizado para: 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

284 Comentários
HubSpot Employee


Status atualizado para: Idea Submitted
Equipe de Produto da HubSpot

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!


@cdewey22 Thanks for addressing, I really appreciate you taking this seriously. 


Thanks for taking this seriously too


Thank you I appreciate it


Please can you communicate the key importance of this amendment


Whilst there have been some complex requests for amendment here I would like to ask that you start with the easiest, simply have a single option which allows the user to add new mail conversations to the DB, would involve a very simple lookup to the DB to see if the email exists if not then not to add it !


Thanks again.


So I see people have been asking for this since August 2018 and still the issue remains.......




This issue has gone on way too long. Additionally, we've spoken with privacy attorneys and they advise us this creates significant legal exposure under laws like GDPR and California's CCPA. When our employees, by the simple act of sending an email, it creates legal exposure to us for processing data in a way not intended/expected by the receipient nor for a legitimate purpose. Hubspot may claim these people are giving consent or there's a legitimate purpose, but when these contacts are being automatically created by employees simply sending emails (including cc'ing to a group), there is real exposure for all of us that senders (or participants on a string) did not intend to have their contact info in Hubspot, and no legitimate purpose in automatically creating a record/dossier on someone just because they were on an email string with an employee of our companies. 


Hubspot's unwillingness to offer a toggle to disable "auto-creation of accounts" creates significant exposure for all its customers, and the only possible reason for refusing to add this feature, is that Hubspot makes money off the number of contacts we have in the database, and auto-creation of accounts dramatically increases the contact count, costing us money and making Hubspot lots of money. Hubspot, please do the right thing and give us this feature.


All good point, can I encourage HS users to continue to post to this thread such that some "change log" process can be motivated to have this major issue resolved.


There is realy no good reason for this function to not be incorporated.


In addition any comment back from HS would be welcome !

Top colaborador(a)

@Muser & @Millerd 

You're both spot on here - this is something that has taken an unfortunately long time to address and the fact that it's directly tied to Hubspot's pricing structure makes it that much worse.

While I'm not holding my breath, @cdewey22 did chime in a few weeks ago to let us know that the team will be reviewing this internally and that they have a few upcoming features that will begin to address this.


I agree - keeping up the momentum on this thread is important because this is something that needs to be addressed.


Hi Everyone, 


I am also having the same issue of our own company contacts and spam being added into the CRM. I came here to upvote the idea and to state that it is tedioius to have to manually go in an delete these records daily so that it is not bogging down what the sales team is seeing. 


Hope we have a solution to filter out our own company contact soon!


I tried to use this workaround for instapage notifications. However now it seems that the integration is not working properly anymore and submitted form contacts are not added to the list they are supposed to be added to.


If you are reading this post, please login and add any comment to try motivate a change here.




You missed one key use case. For those companies interested in complying with GDPR and CCPA and avoiding significant legal risk, this issue creates significant exposure.


Email strings often have contacts who have in no way given consent to our company to process and store their data in our CRM, and when it's storage is done passively by an employee who forgets to uncheck the tracking box, there's an argument there was no intent to store and a risk of lack of legitimate purpose. 


And beyond the legal exposure under privacy laws, it adds further exposure with employment law, HIPAA, and other laws when conversations with outside HR consultants, lawyers, etc. are automatically logged and visible to everyone...until someone remembers to uncheck the box or specifically block those email addresses and domains. That's a huge burden on all of us, and so far, it seems the only reason not to offer this feature is that it would lower the revenue Hubspot makes from all these contacts piling up in the database.


The feature is a simple toggle that disables "Automatic Contact Creation from Logged Emails." 


Totally agree, I can only hope that this thread motivates a change


Keep on posting


Can't believe there are multiple threads on this topic that span over the course of years, and it's yet to be addressed. 


@cdewey22 We just started our Hubspot account, and our problem is definitely  more about the auto creating contacts. We have had 1 user using hubspot for 3 weeks, and it is already a huge problem for us.


Can anyone at Hubspot please provide a response on this ?


I will contact support today and only suggest participants to this thread do the same.


It is startling that the company should be so unresponsive.   I'm beginning to wonder if this idea section is really about providing platitudes rather than solutions.   Or is this arrogance?  Do you feel you are so secure that you can ignore the customer and only deploy solutions and enhancements that generate Hubspot more income?

Come on guys.  You have a great product with a few major holes that are clear to anyone who uses the product for a short time.   Own up to it and articulate a vision to your customers with what you are going to do about it.  In the end, you want us to be advocates for your product.  What better way to achieve that than by delighting us your current customer base.


Hello all,


Is there an update to this or a wildcard that I can add to the non-conversion list? The link in the solution isn't accessible to me? It's either been removed or I lack the permissions to see it.


No update as yet, however I did log a seperate HS support ticket and HS plans to provide formal response shortly. We are all in urgent need to have this fix created, hopefully more posts here will motivate this.