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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 [Hyperlink removed by moderator as it linked to an archived Community post with duplicate information]
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.
Without addressing every point in each of them, I too want to make a note about "Never Log" (which is distinct from Allow/Deny lists, and I know that confuses some customers). I appreciate you bringing it up. It's helpful to hear about the relationship between 'never log' and 'disable auto contact creation.'
I don't think there is a post in the Ideas forum about it, but in our internal tools for tracking customer support requests, the fact that the Conversations Inbox currently does not respect the CRM Never Log list is a top item. And, actually, it would be fair to call that "Being Reviewed" as well.
We can look into Inbox respsecting the Never Log list - open question about whether that should be admin configurable, or just, standard.
Similar to auto-contact-creation, the devil is in the backend details.
Thank you for continuing to upvote and comment on this Idea, even when there hasn’t been a HubSpot response for a long time. A long-running pain point deserves a thoughtful response, and we want to take the time to give one to you because you deserve it.
It might look like we haven’t been listening (and that is painful in and of itself), but we have been passively following and have now had enough preliminary discussions that I can move it into “Being Reviewed.” This does not mean we are building a solution right now or saying anything about ‘when’ but it does mean we are thinking carefully about implementation, and doing so in a way that solves more customer problems than it creates.
Some housekeeping, since the original issue was opened in 2018 and HubSpot looked very different then
I am interpreting this idea to be specifically about when customers connect team-monitored email addresses (such as for customer support) to the Conversations Inbox and also Help Desk, where, yes, it is currently the case that an email message from a new email address does automatically create a contact, and there are currently no settings to adjust or disable that.
I see comments about suggestions for, and workarounds with, our Gmail or Outlook extensions. The way that personal email addresses (e.g. for individual sales reps) connect to HubSpot is a different (but related) system, so any feedback you have about contacts, automatic creation, logging, never-logging, etc should be handled in separate Ideas posts than this one.
One of the main critiques in the comments is that HubSpot might be ignoring fixing this issue so that it can generate revenue by increasing the number of contacts in a customer’s account. This is not true. Since the last update to this Idea by a HubSpot product manager, HubSpot implemented that contracts are based off of the number of marketing contacts in an account.
Two important things to know about the Conversations Inbox
It does not automatically create contacts for email addresses from messages flagged by the system as Spam.
It does not create marketing contacts. At all. All of the contacts created by Inbox are “non-marketing” contacts.
This of course doesn’t lessen the pain for any of you that are struggling to manage messy CRM data.
It seems to me like there are at least two camps of frustrated customers here
Those whose team email addresses connected to the inbox are receiving an undue amount of spam, and for various, and possibly different reasons, our Spam system is not flagging them. Thus contacts are getting created.
Those who do want to receive and respond to all of the legitimate (non-spam) messages that come into their team email address in Inbox, but for some (and possibly various/different) reasons do not want to manage those messages against contacts created in the CRM.
Does that sound right? Does anyone else have a fundamentally different use case?
HubSpot has made improvements in spam handling over the years. Could anyone in Camp #1 please comment with any patterns you detect in the volume and type of messages you get and where you see our Spam filtering working vs not working?
And Camp #2, I’m really curious to hear about the relationship between wanting to monitor and reply to inbound messages in Inbox but not associate those messages with any contacts in the CRM. Why is this? Does it have to do with the amount of inbound messages you receive? Whethere they are current customers, high quality leads, or very low quality leads? Does it depend on if you are using an Inbox for customer support, or maybe pre-sales or event marketing? Does it have to do with a given team email address being used possibly by too many teams for too many purposes?
Multiple people are asking for, and think it’d be ‘easy’ to ‘add a toggle.’ It’s understandable to want a quick solution to stop the pain ASAP.
Someone else commented “My guess is that it is not a simple "fix". If they want to change to add this feature, it breaks more functions in Hubspot.”
For email, at least, this is why we are more carefully considering a solution. You might be familiar with the concept of ‘visitors’ vs ‘contacts’ especially with our Live Chat channel. An implication of the community-proposed solution is something akin to ‘email visitors’ instead of ‘email contacts’ on the backend of our conversations system - we need something, if it is not a CRM object, to associate all the different email conversations to over time. Visitors vs Contacts has implications for Reporting, Automation, and other key features for customers who want to efficently manage customer relationships in the Inbox.
Thanks again for your honest feedback. It is important to us!
Any news about this feature request will be relayed on this thread, so stay tuned!
For our use case, currently, employees are being added as contacts through our conversation inbox. We do NOT want those internal to our organization added to HubSpot! We need a way, other than workflows or constant data clean-up, to eliminate/prevent these employees from being added.
yes! Mush needed! Please implement an option to manually create contacts from unknown conversations in the inbox. My team-shared inbox is FLOODED with spam, and the contacts being created are filling up the database with fake people. PLEASE implement this.
Still not resolved after more than 6 years. Besides this problem, there are a lot of other minor issues that HubSpot simply can't solve. We have now decided to say goodbye to HubSpot and will switch to Pipedrive in Q4 2024. That saves us almost 75% in costs on an annual basis, and it offers us almost the same functionalities. When I pay premium prices, I also expect premium implementation of customer feedback. It seems like they are getting HubSpot ready for sale and they don't care about the rest anymore.
We need this feature as well. Our Support team supports two completely separate product lines. Emails sent into support auto-create contacts that we have no effective means of tagging or filtering. This is causing friction with upper management and marketing who aren't able to target communications to contacts associated with one of those two product lines but not with the other one.
This is a major fail for a Customer Relationship Management software...
Think this is needed in more than just conversations but as a whole system setting somehow.
We have our support team work through Zendesk and at the moment there isn't a way to block the spam from that entering our Hubspot CRM. We can't change the data sync integration to only sync to existing contacts as we often get clients emailing from a secondary or even third email address so in those instances we need the contact to be created, but it is SUPER annoying having all the spammy junk that goes to the support emails hit Hubspot.
I had to downgrade my Hubspot portal temporarily to the free account... and as a free user, there is no deliniation between non-marketing contacts and marketing contacts. So that means everyone who comes in from the conversations inbox is getting added to my email marketing list. To make matters worse, I'm unable to filter those people out through workflows or custom properties because I no longer have access to that functionality. This makes it unfortunately VERY easy to send marketing emails to people who never opted in, which is a terrible customer experience. Not only that, but I noticed some contacts were created based on someone forwarding an email to me from someone else. So I never emailed this person and they never emailed me, but because a contact of mine forwarded an email from them, they appear as a contact now that's on my email marketing list. This is really an awful user experience that needs a resolution ASAP!! Please help, Hubspot!
I’m sorry to give you the bass news but they don’t care this ticket has been open for years and there has been hundreds if not thousands of complaints regarding this issue. It’s just what happens when a company gets to large.
Hi @EricHirsh I don't think everyone falls into those two camps. In fact I think most people commenting don't fall into those two camps.
This is not about team emails or about spam. It's about data maintenance. We don't want records created in our database when they don't already exist. One of the reasons is that people often have a different email domain than their website domain. The other reason is that with a large team using Hubspot you get users emailing people that you simply don't want in your database.
This should be a global setting option from within Hubspot AND the Outlook (or other email) Plugin should default to excluding New Contacts for email association.
My case doesn't correspond to use case 1, but could be closer to use case 2. My customer would like to connect his generic “B2C contact” mailbox to the Hubspot inbox, in order to better manage the allocation of information sheet owners and avoid having to switch mailboxes to Gmail. However, this contact email address appears on the website and they receive a lot of messages that don't concern their core business, that concern B2B or one of their processes that isn't implemented within Hubspot. It's not necessarily spam, but a lot of people who “get” the wrong email on the site, send an email to this contact email address. A lot of people are junk contacts and shouldn't end up in HS. They'd like to be able to read the email and decide whether or not to add the contact to HS.
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