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Prevent CC'd email addresses from being created as contacts

I'm not sure whether others find this as frustrating (or even know that it happens!) but we regularly find in our own portal and with clients that if you send a sales email using the Outlook or Gmail integration, 'log to CRM' and CC someone who is not a contact in HubSpot, they get created as a contact without you knowing.

 

I assume this is part of an automatic feature which would help you out in a situation where you're emailing a contact who doesn't exist in HubSpot.

 

My issue is that this is not good when you have CC'd an external supplier / partner or even other members of your clients team who need to be involved on a CC loop but are not a contact. Your client may have even emailed a group of people on a subject and you are simply replying.

 

Why is that an issue?

A) the number of contacts rises (and could impact your paid contact tiers) and there is no notification of which contacts have been added by accident this way - we have had to create a very confusing list to filter these people but I still worry some get missed.

B) They are automatically also in the marketing side of HubSpot, which is generally a good feature, but in this case difficult to manage.

 

With GDPR coming into effect soon I hope this is a feature which can be looked at to stop this happening or even to provide a manual check (even a tick box to say 'add these new contacts to the CRM?' so that there is a prompt to then go and mark them as not opted in).

51 Replies
mitchellpowers
New Contributor

This needs to be changed. 

 

I'm personally very tempted to go to Salesforce as this limitation should be in place. If you want to accurately track source's of all your contacts and yet 40% are added because your contact cc'd colleagues then really I shouldn't expect my team to go into each and everyone of those contacts and add source. 


SteveF
New Contributor

We have the same problem - why the system would want to add internal email addresses is beyond me!

KateH
Occasional Contributor

We are having big problems with this too - from Dec 1-22 over 100 contacts were created like this and I have to go through and delete the ones that shouldn't be in the system.

 

Hubspot - Please look into this and come up with a solution.

Siddall
Top Contributor

Yes, this makes it difficult to track REAL contacts who are slipping through the cracks vs contacts like "accounting@widget.com" and the like that get created when the sales team emails a customer about an invoice.

 

 

Siddall

amandabrunish
Regular Contributor

Agree.  Really throws off our system. 

michaelkay160
New Contributor

Agreed. This make it impossible to segment properly and fills our contacts with emails that shouldn't be contacts.

AndyBauer
Regular Contributor

This definitely needs to be addressed. Email tracking and contact creation should be two seperate and independent options, rather than a all or nothing function! 

JasonAtWineman
New Contributor

Is anyone at HubSpot reading this?

 

Very disappointed to see that auto-create-CC'd-contacts cannot be deactivated.

 

Auto-creating contacts mangles reporting for contacts *and* companies since HubSpot also auto-creates companies for the contacts it auto-creates.  This is additionally throwing off the sync to our external CRM (we end up with extraneous company names, which confuses sellers when adding actual contacts) because in CRM, company names are defined by site:  "Company - Site".

 

When there are multiple sites, those sites of course share a web domain.  I'm guessing here, but it appears that when HubSpot tries to auto-assign a contact to a company, and sees multiple web domains, it auto-creates a generic "Company" entry as well (which doesn't match how we name companies).

KateH
Occasional Contributor

HubSpot - this really is becoming an issue - it should be a top of the list fix.

The other kick back here is that all these contacts are being added as 'Leads'!  this messes up our reporting too on the number of new leads we are generating.

amandabrunish
Regular Contributor

I would appreciate some sort of response from a HubSpot rep.  I believe I requested this on another feed on this topic.  I have to imagine that with GDPR upcoming, this will be even more of an issue.