Email Reply Tracking

It would be great if Hubspot had the ability to track how many replies I got to my marketing newsletters. A lot of our newsletters are designed to get people to reply to them instead of having them click on something, so really the reply rate is what we want to measure over CTR.

 

Each newsletter is sent from a dynamically populated email address (based on the sales rep who is working with the lead), so it's pretty impossible to track this by just monitoring an inbox. 

HubSpot updates
Email Reply TrackingHubSpot Product Team
changed to: In Planning
Feb 15, 2019

Hi all, wanted to share an update here. First off, we have definitely been paying attention here, and have been following along closely with all your feedback. Apologies for the radio silence, we didn't have anything super meaniful to share at the time. I have some good news, we totally agree that this is a very impactful feature for the HubSpot product and are doing a lot of research right now to identify how and when we can make this possible. We want this to reach it's full potential, including offering capabilites to enroll/unenroll from a workflow, log replies on contact timelines, offer list segmentation, rich email reporting, the whole kitchen sink. 

 

We'll be deep in planning and research for a little while on this so we may not have a beta soon, but I wanted to let you all know that there is light at the end of this tunnel and that your feedback was not falling on deaf ears. Bear with us on this, there's a lot to this feature but we think you're going to get a lot from it. Smiley Happy

Email Reply TrackingHubSpot Product Team
Apr 3, 2017

For some of our email marketing campaigns, our goal is to encourage a response/dialogue with their sales rep who is sending the email. It would be very helpful if one of the email marketing analytics we could track were replies sent to the "From Email Address". Ideally, "Out of Office Replies" would not be counted in this analytic.

123 Replies
Regular Contributor

Was so dissapointed to find out after we had moved our whole company to Hubspot about this abyssmal lack of functionality. Would've been a dealbreaker  but now its so hard to move away from Hubspot after moving all our of data into the CRM.

 

The only thing worse is the poorly labelled logic in the workflow designer which allows you to think you are creating workflows that take customer replies to your marketing emails into consideration in the workflow logic but in fact are only looking at replies to "sales" emails.

 

Took us months to figure out that engaged customers that were talking to a sales consultant were also being sent automated marketing emails.

 

 

 

Occasional Contributor

It's been almost a full year since HubSpot replied to this convo with the answer that this was In Planning...UPDATE, please!

Occasional Contributor

I also share the frustrations of many others in the thread. We also just moved everything over from Salesforce/Pardot and really thought this functionality was included. This is a completely essential functionality for us. I see that the last update from Hubspot was nearly a year ago. 

Occasional Contributor | Gold Partner
Occasional Contributor | Gold Partner

I'd also like the property that records that the contact replied to the marketing email, for example, ' Recent sales email replied date ' for marketing emails. I was looking to create a workflow where there is if/then branch and whoever hasn't replied to our marketing emails would go to NO and will be sent a second email.

Regular Contributor

Yes @fujisun this does have a workaround;

 

Using Zapier, you can trigger a zap that any email arriving in your inbox will ping Hubspot and update a property on Hubspot (like a custom property Recent Marketing Email Reply). You can use that property to show that they contact replied and therefore take them off the workflow.

 

I hope this is clear. Otherwise, need to wait until Hubspot builds this feature.

 

(Note: you will need to use Workflows instead of Sequences because you can't remove a contact from a sequence without manual action, but anyways - you are only talking about Workflows because Sequences do stop when the contact replies.)

Visitor

I agree that this is a very necessary feature in workflows, was extremely surprised to discover that replies to emails were not being logged under the contacts.

@Shay Is there any update as to when this may be implemented?

Occasional Contributor | Platinum Partner
Occasional Contributor | Platinum Partner

Bump. Good marketing emails should elicit a reply, so we should be able to track these and have visibility within HubSpot.

Regular Contributor

Yes @MarketingMax this is basic and Hubspot is hopefully doing something about it soon.

New Contributor

How was this suggested 3 years ago and hasn't been built yet. 

Occasional Contributor

@BB1Time to take the rose-colored glasses off...HubSpot is wholy unresponsive to this thread for a year.  I get that it's probably a heavy lift to create, but good old fashioned periodic updates to their paying clients would be minimally appropriate.

Regular Contributor

Hi - @ebarrett  - yes, maybe @Shay can break the radio silence again to light up some hope!

Occasional Contributor

Want to also further request this feature. Mailchimp makes it super easy, just a checkbox. Hubspot needs to as well.

HubSpot Product Team
HubSpot Product Team

Hi Everyone - 

Taking this thread over from @Shay  Yes, this work item is in-planning right now. We haven't yet started development on it. We know roughly the work needed to get there and it should be prioritized in the near future. I will update this thread with more details once that timeline becomes clearer.

 

As we get closer  hopefully I can gather a few folks from here to get some early feedback. Looking forward to getting this one solved for you all! 

 

Cheers,

Jake

Regular Contributor

Awesome @jaleonard19 Looking forward to seeing this resolved. Thanks Jake for speaking up.

Occasional Contributor | Gold Partner
Occasional Contributor | Gold Partner

Fantastic news! Thanks for the update.

New Contributor

@jaleonard19 this is one most important thing missing in the marketing hub!! Thanks so much for the update and I truly hope this one will be resolved any time soon. I'd be happy to provide some feedback when you have more details.

Occasional Contributor

@jaleonard19 Thanks for the update. Do we have an approximate timeframe for this? Are we talking weeks, months, years?

Occasional Contributor

Guys its not really fantastic news...haha. 

 

This was recommended years ago and it hasn't even been started yet. It'll be at least another year before it launches and you'll probably still have to be on the 800 a month plan. 

 

The ability to do this is in every email service possible and it's free in Mailchimp. 

 

I can't pay that nor can I wait any longer. My whole intention of getting a CRM was to automate workflows and sequences. Here, you can't automatically enrol someone into a sequence from a form fill and you cant start a workflow unless youre on the 800 a month plan. The automation costs $750 more a month here then it does on quite a few other platforms that offer even more.

 

Im headed elsewhere! Not that I don't like Hubspot, they've been awesome. But it's not the only CRM

Occasional Contributor

The emporer is not wearing any clothes.  

@PavedToPinesis correct.  HubSpot's answer is they're still in the exact same phase they were a year ago...

 

New Contributor

Four years of "it's in the planning phase!"  

 

A year straight without a response.

 

Finally get an update and it's... "we're totally going to work on this soon, guys!"