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).

HubSpot updates
63 Replies
Occasional Contributor

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

Occasional Contributor

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!

Occasional Contributor

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.

Occasional Contributor

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

Occasional Contributor

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!

Occasional Contributor

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.

New Contributor

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

Occasional Contributor

Has there been any progress on this front?

Occasional Contributor

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).

Occasional Contributor

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