Disable automatic contact creation for Conversations

jehiguese

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
Status updated to: Idea Submitted
Jun 5, 2020

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!

Jun 2, 2020

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!

Jan 14, 2020

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

137 Replies
hubby101
Participant

Same here. They seem not to care about this issue.

Every single flipping email creates a contact......

Come on hubspot people, you can do much better!

krs360
Participant

I get so many notifications about this thread its actually a joke that this isn't fixed yet. Anyone would think that there might be some monetary gain from not implementing such a basic feature.

 

Oh wait.

 

Nevermind.

Millerd
Member

Has you even bothered to read this thread ? Funny how people are so quick to complain 

krs360
Participant

Quick to complain?


I contributed earlier in the thread so if you had bothered to read it you'd have seen that but then you couldn't even be bothered to proof read your own post so... yeah. 🤣


Your opinion doesn't change the fact that it's a very real problem that's been around for a long time..

 

Cheers now.

louquay
Member

Hi all,

 

This is an issue that my company is facing now as well. Every time we receive an email we are automatically having the contact added to the database, even if its spam. Our team is small and our database is small to reflect it so, while this system exists the way it does, we are prone to excess charges for a larger database than we currently require.

 

Would really appreciate a quick fix to this, although I can see it's been an issue for 4 years for some.


Thank you!

Luke.

Hatchman
Participant

I'm just another customer but the Hubspot conference was last week where they announced a new licensing model.  It appears to address this by allowing the ability to designated contacts as marketing contacts which are what count against your licensed amount.   https://www.hubspot.com/marketing-contacts

 

CapitalCulture
Member

We are faced with the same issue - trying to use Hubspot to enable our business but  finding it too complex to adminsitrate through this one seemingly simple fix.  We are losing contacts and struggling to create meaningful distribution lists as the Contacts database is overwhelmed with New Contacts that our meaningless as they are generated by spam or general business communications.  I don't want to tell my electricity company about the amazing new art one of our artists has created.  We just want to actively create new customers when they are deemed to be worthwhile to market to and turn off the automation - why is this so hard?

janhein
Member | Gold Partner

 When do we get an time estimate on implementation of this functionality?⚠️

teniosgmbh
Member

Dear Hubspot team,

 

since 2018 we are asking you to fix the problem with automatic contact creation.

The request was startet Aug 27, 2018.

 

Especially the service module cannot used due to this "unintelligible" feature which creates new contacts for each mail, does not matter if you send or receive mails. 
Have you ever thought about GDPR regulations which cause problems on customer side. 

 

There are also hundreds of requirements from the HS community to find a suitable solution to avoid automatic contact creation. 
Since more than 2 years HS ignores these requirements. 

I would recommend to read this blog: https://blog.hubspot.com/service/customer-focus - it is from hubspot.

 

Regards

Umit

timothy2
Participant

I also really need this.  But this idea has less than 200 votes.  There are more than 70 ideas that have a number of votes.  In addition, the more contacts the more they can charge.  I am not sure if Hubspot will fix it any time soon, if at all.

BSmith3
Member

We suddenly had a lot of Customer service inbound inquiries which doubled our contacts in our database - because of this feature. We'll never want to contact them again. It would be very helpful for us to toggle off chat contacts.

ROrkney
Member

Shocked by the time it has taken the development team to get their heads out and write a few lines of code. This is not a complex feature and would take a minimal amount of time to implement. The array of comments incinuating financial gain from the absence of the feature has only been addressed once by Hubspot and I find it suspicious that if there is no substantial reason for the delay in development provided. If anyone from the developing team sees this, please inform up the chain of command that this is not on parr with what is "expected" from your company - if no amendments are made, and no reasoning provided, your numbers will be worse off than if you were to have added this insignificant feature.

busdav
Participant

This definitely needs to be fixed. This is a value drain if users have to go delete these comments and clean up the data base manually. 

timothy-h
Member

Commenting on this thread as I'd also like the option to not have messages in my conversations inbox automatically create new contacts and companies. 

I use the conversation inbox to centralise incoming general enquiries. It allows our admin team to manage contact forms, generic 'contact@' emails, Facebook Messenger, and chatbot enquiries all in the one place. For that purpose, it's very useful. 

However, a significant portion of those enquiries are either spam or cold calls. I don't need to record these contacts in the CRM, just mark them as spam and move on. 

Webalia
Member

Hello, 
Thanks to @jehiguese  and to everyone for this idea. 
We are waiting this solution 🙂 

Best regards, 
Webalia, web agency 

AGreig
Participant

The fact this basic feature hasnt been resolved after years means its function is to build more contact. There are a number of basic features missing in Hubspot like Google native integration that makes it a poor Sales CRM. Its not our job as users to upvote and do your job. 

IanRogers
Participant

Has this been fixed yet?  I just joined Hubspot and noticed this shortcoming within the first 3 days of using the CRM. https://community.hubspot.com/t5/CRM/So-Much-Spam/m-p/399623#M124353

bogdantufeanu
Member

The new functionality will probably be implemented when all Hubspot customers switch to the new licensing system with contact marketing and non-marketing contact. Until then, lists, filters, workflows and everything you can guys🙂

I think they have enough upvotes to realize it's an annoying problem

larissam
Member

I need, please! Please resolve this problem.

dave-kimble
Participant

This is a serious issue that was reported in 2018, and now it's 2021. I would ask why this hasn't been fixed, but the answer is obvious it's to increase HubSpot's revenue. I just started trying out this CRM a couple of days ago and found noticed this issue. It makes no sense that Hubspot has known for three years and done nothing. This is a huge red flag to me. Is there a plan to fix this or not, and when? 

 

Is it also normal for HubSpot to promise an update in a few weeks and then ghost the topic for the next 8 months?