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.


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

284 Replies

@KKaiser85 are you referring to your email or a shared email inbox? We are having issues with inbound emails to our info@ and support@ emails, not type addresses



For is it was always a single email. If it's happening to your shared email, it must have the sales extension turned on? If so... I would imagine the same settings apply. 


I came here to see if there was a solution and I can't believe after 3 years there still isn't a solution. It seems as if there should be a "Click box" on the hubspot to exclude domains or emails from being logged as a contact. Even deleting contacts won't solve the problem because as soon as they reply a new contact is created. 



In the Hubspot extensions add a click box to never create contacts based on domain or specific emails. In Outlook or Chrome add in the same feature. 

Participant | Diamond Partner

Since the need was raised,

there still hasn't been a solution after five years. 😃


Today 20230502


To add to the use cases stated before for providing more control on auto-contact creation, we sync our product sign-up contacts to HubSpot. Then a marketing email is sent to the sign up to schedule a meeting via a meeting link. The contact fills in a different email to the sign up email address. Then HubSpot creates a duplicate record, one which does not have our product contact id, resulting in a broken integration between our product and HubSpot.


any news?)


yes, indeed very annoying that we have to pay for SPAM contacts etc.! please fix this!


How many more upvotes do you need before you make a change?  What's the point in having a system like this if you're not going to listen to your customers?

Participant | Diamond Partner

When you're redirected to the community, it usually means that there's no solution available, and you should quickly explore alternative methods. I believe HS has the capability to address this matter, but currently, fulfilling your specific request is not a priority for HS. However, with ChatGPT, HS can immediately react and respond by creating a chatspot! 

Member | Elite Partner

@cdewey22 any updates on this ticket? I see it has been two years since the idea was submitted but I could not find the function. 


I second this. Any update?


Any update on this idea? Hope to get a setting tab to turn this feature on and off. 


Any update on this feature? Looks like it's been over 2 years now. 


Absolutely this needs to be looked at. I get so many spam emails from suppliers that it's causing un necessary clutter in my data records.

As they say, you put rubbish in; you get rubbish out - so this is bound to have an impact on the quality of data and it's time-consuming to keep deleting spam contacts. HubSpot is meant to make your life easier isn't it? Please make a fix for this soon 🤞


Are there any updates for this? I can see this issue is here since 2018 and is not solved yet? 


This is still an issue in 2023. Has this been resolved or forgotten about? 


We want that feature.




Adding my voice - should be an easy fix.

When we reply to an email cc'ing the whole world, they are all added to HubSpot - Yuck!


It is clear that HS values the revenue from spam contacts higher that the time and costs spent by us with cleaning the spam. So very unbelievable.


Our agency is considering moving away from Hubspot for this and a few other basic functions that are lacking. And it’s not just that they are lacking, we haven’t seen any efforts made to continue developing the CRM platform or service hub