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
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

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.

138 Replies
Occasional Contributor

@JustinTime @ebarrett 

Yeah dude.

 

Pipedrive just bought Mailgen so theyll have sales and marketing in one CRM and fresh sales has all of this already both are the same price as one starter seat for either sales or marketing here.

New Member

Has this  been updated yet? Is there a place on Hubspot where I can see all the responses to email I've sent? Is there a way I can configure so that the emails get sent to me and/or my customer care team to address customer replies?

New Contributor

This is pretty critical for all the Hubspot Community!

Please go ahead with this.

Occasional Contributor

Wait, what? This hasn't been updated yet? When will you enable marketing email tracking? 

Occasional Contributor

+1 this would be a great goal criteria for workflows as well. Unenroll if contact has replied to email.

Occasional Contributor

This idea is pivotal for us to effectively track a number of our campaigns, both automated 1:1 emails as well as larger marketing initiatives. Please let us know if these are features will be included in a beta anytime soon!

HubSpot Product Team
HubSpot Product Team

Hi folks -

Thank you for the comments, feedback, and honesty. I understand the frustration that the lack of functionality, and stagnation over the last 3 years is causing. Recognizing the repetitiveness of this comment, I will say we are actively moving towards bringing a solution for this into HubSpot.

 

What I am looking for now is to start pulling apart this problem with all of you individually. We are looking to understand all of your use cases in greater detail, and needs from a reply tracking solution. This will also be the pipeline we use for getting customers into an Alpha/ Beta once we have reached that point. If you are interested in providing feedback as we build out a reply tracking solution in HubSpot, and participating in an Alphas/Beta, then please fill out this form.

 

I hope everyone here is doing well during these stressful times.

Occasional Contributor

Keen to jump aboard and help in needs analysis/testing. Form submitted.

New Contributor

And be able to use "replied to marketing email" as a trigger and as a goal in workflows to opt out of the workflow for nurturing campaigns built in workflows instead of sequences.

Regular Contributor | Platinum Partner
Regular Contributor | Platinum Partner
Great idea! Thanks for getting this rolled out HS.
Regular Contributor

Yes @bboisier that is a basic need for many marketers - keep emailing them until they reply (or until you give up Robot Very Happy )

New Contributor

This would be incredible!  I'm creating a lead nurturing workflow sends leads specific emails based on the info they share with us via forms.  The emails ask more questions and it would be great to turn the nurturing emails workflow off based on a reply so that our SDRs don't have to do it manually, or potentially forget and look foolish and discredited. 

Esteemed Contributor

Being able to track replies would be excellent, it can also help you avoid spamming contacts that might have already communicated to you through a campaign email - "has replied to marketing email XYZ" and "has NOT replied to marketing email XYZ"

also being able to see the number of forwards, (I understand we cant see who emails were forwarded to) being able to differentiate between those that received the email initially and opened it/replied and those that received the email through a forward.

 

Would gladly be apart of the beta testing as I seem to get the option for a lot of other features as well! (Would be great when Beta testing if we had a section for feed back though Smiley Wink )

Occasional Contributor
New Contributor

Thank you for trying to find a usable work-around, while HubSpot tries to build the feature. 

 

However, it's not a viable work-around for when our clients are replying to the multiples of contact owners we have on our outgoing email campaigns.  Their specific questions in their reply would be routed to one inbox and not get to the contact's owner.  Creating a workflow to notify the contact owner to call disregards our valued client taking the time to type a thoughtful communication in their reply.

 

Also, the analytics on these replies would be a separate report to run.  Not very efficient.

 

Keep going, HubSpot. 

New Contributor

The lack of tracking something that is actually generated by HubSpot is a major miss.

The fact that the basic funcitonality requested nearly 3 years ago does not demonstrate the kind of responsiveness to customer needs one would expect from a program which is so strong in other areas.

PLEASE expedite updating this functionality.

Visitor

Highly agree! The purpose of our marketing emails is to have someone respond and inquire for more information! We do provide other means of replying (phone number, "click to email", etc.), however, it is impossible to track who called one of our staff members because of a marketing email. "Reply to" analytics would tell me whether or not our email marketing is worth it!

Regular Visitor

Has there been any update on this or any workarounds? Thanks