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).

74 Comentarios
Colaborador ocasional

Our sales team has expressed this complaint on numerous occasions as well.

Colaborador ocasional

This is a problem for us as well..... and there should be a way to limit this. However, since Hubspot charges for every contact you add, I suspect limiting ways of creating contacts is not something they will put a high priority on...  

 

I hope that is not the case here!

Colaborador ocasional

I agree.. tracking how many contacts were added for a particular month is completely worthless if one contact CC's 19 people in their company.

 

There needs to be an option to not add contacts that are CC'd to an email. 1. For simplicity but 2. for transparency on HubSpot's part. Emailing with hundreds of new contacts a month adds up but if each those eventually CC one or two people and we pay per 1,000 contacts for marketing software then those numbers inflate very quickly with no added value.

Colaborador ocasional

Please Hubspot, take action on this item. This causes severe contact bloat in our CRM of unnecesarry contacts.

Colaborador ocasional

This is frustrating for us too, and it is also a privacy problem.

Sometimes private conversations that are completely out of a sell get into de crm with all the mail content.

 

Hubspot support team told me that if I write from a mail with the same domain of the destinatary it will not be logged but this feature doenst work to me.

 

I hope this problem to be solved quickly!

Nuevo colaborador

This would be an enormous help to keep our pipeline free of clutter if this option could be toggled on and off. We are not able to use the CRM to its full capacity due to this issue.

Nuevo colaborador

totally agree. We definately need this too to have our contacts under control. Thanks Hubspot!!! :-)

Colaborador ocasional

Has there been any progress on this front?

Colaborador ocasional

I'm thinking to stop using hubspot because of this among other issues (for example: if I click a mail read notification of Chrome it directs me to Inbox. Completely useless).

Colaborador ocasional

I totally agree. Both frustrating and confusing for our sales and marketing teams. 

Nuevo colaborador

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. 


Nuevo colaborador

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

Colaborador habitual

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.

Colaborador destacado

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

Colaborador habitual

Agree.  Really throws off our system. 

Nuevo colaborador

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

Colaborador ocasional

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! 

Colaborador ocasional

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).

Colaborador habitual

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.

Colaborador habitual

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.