Prevent CC'd email addresses from being created as contacts

Babel_Gem

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
Status updated to: Delivered
Feb 3, 2021

Hello,

 

Thank you everyone for your help and feedback during the product development process.

 

This functionality is now live to all Chrome Extension users and we have documentation on this here: 
https://knowledge.hubspot.com/email-tracking/track-and-log-emails-with-the-hubspot-sales-chrome-exte...

https://knowledge.hubspot.com/email-tracking/customize-your-hubspot-sales-chrome-extension-default-c...

 

Let m know if there are any other ongoing questions and feel free to reach me at flora@hubspot.com

 

Best,

Flora

Jan 4, 2021

@Saper 

 

To get to this menu, click the orange sprocket in the upper right corner for Gmail. From there, select "Log and Track settings". Let me know if you still don't see this option and I'd be happy to chat over email at flora@hubspot.com

Status updated to: In Beta
Jul 13, 2020

Hi everyone,

 

Flora here again! I hope everyone is as well as they can be. We have implemented a setting to allow you to refine which objects should be associated when you are logging an email. 

 

image.png

 

If you are intrested in being in the beta for this, please fill out this form.

In addition, I'd love to chat with any users about their experience around this- feel free to book here

 

Best,

Flora

Status updated to: Being Reviewed
May 7, 2020

Hi everyone,


I'm Flora, the Product Manager for HubSpot's Sales Extensions.


Thank you all for taking the time to submit, upvote, and comment on this Idea- I know this has been persisting for awhile. We hear you loud and clear, and we agree that this functionality is important.


We are currently evaluating what the best solution to this issue is and we will update this thread. We've recently released a beta for email association which gives users better control of which record an email logs onto as well as a setting that allows you to disable deal association. If you are interested in this beta, please fill out this form here: https://forms.gle/sk196WJ8iFiEBwaw8

 

In the meantime, we are evaluating a more comprehensive solution to making log more consistent. 


Best,
Flora

84 Replies
Status updated to: Delivered
Flora
HubSpot Product Team

Hello,

 

Thank you everyone for your help and feedback during the product development process.

 

This functionality is now live to all Chrome Extension users and we have documentation on this here: 
https://knowledge.hubspot.com/email-tracking/track-and-log-emails-with-the-hubspot-sales-chrome-exte...

https://knowledge.hubspot.com/email-tracking/customize-your-hubspot-sales-chrome-extension-default-c...

 

Let m know if there are any other ongoing questions and feel free to reach me at flora@hubspot.com

 

Best,

Flora

Saper
Participant

@Flora I have to say it is very disappointing to hear that this functionality is developed in this way and for the plug-in. It shows that you haven't really captured the essence of the customer/user issue here.

 

This CCed enail issue is more of a SalesOps and sales management issue and needs to be approached accordingly. In other words, the platform should let us filter out those emails or prevent anyone creating those at all. Otherwise we just need to beg the sales reps to remember to do this–which they shouldn't be concerned with. 

I had a call with a member of your CX team last month and I'll repeat what I told her: I'm honestly having a huge difficulty in understanding why such simple yet crucial requirements turn into unresolved issues. 

p.s. if you would like to learn more about what I mean by my argument in greater detail, I'm always available for a conversation. 

JasonAtWineman
Participant

Flora,


Unless I'm missing something, you may be replying to the wrong idea. 🙂

 

The problem here is that people CC'd on emails are automatically created as new contacts.


The solution you mentioned appears to be a plug-in for Chrome that allows logging and tracking emails to a contact record (sort of the opposite of what we need).

 

It has been a few years so it would be nice to hear something from HubSpot on this.


More specifically, if:

1. we send an email to a client, then

2. they reply back and CC their colleagues

... we have no way to reply all to the thread and log the email to HubSpot without creating the colleagues as new contacts.

 

One idea is to not auto-create contacts who have been CC'd, or at least make that an option.

 

Thank you for your interest here. Could you knock that out real quick for us? 🙂

ck2018
Participant

If you're open to using an app from the marketplace as a workaround, Insycle can to delete contacts created by the Gmail/Outlook extension automatically.

 

Steps to set it up:

  1. In HubSpot, open an existing workflow, or create a new one with a simple "create date is known" trigger.
  2. Add new action and pick "Insycle" from "Available actions" tab or "Connect an app" if you don't have Insycle installed.
  3. Pick the Recipe "Delete Contacts created by Gmail/Outlook integration", save and activate.

Now when a contact is created from the Gmail/Outlook integration, it would be deleted automatically by Insycle. You can add this step to a nurturing workflow before the step that sends an email to avoid GDPR violations. Audit trail is available in the Insycle app for download at any time.

 

While you're there you can pick other Insycle Recipes to apply. For example, format the contact name in proper case to improve personalization on email: "Hello JANE" => "Hello Jane", remove spam contacts, internal contacts, or remove duplicate contacts. See the help article for more details: Integrate Insycle with HubSpot Workflows

 

For deleteing existing contacts created by the Gmail/Outlook extension, you can use the Insycle app "Group & Update" module to review contacts grouped by the "Original Source Drill-Down 1" property. It would show the various contact sources (Facebook, LinkedIn, Extensions, etc.) and the count of each source type. Then, you can click to bulk delete all contacts created by "EXTENSION" - that's the Gmail/Outlook integration source type.

 

I'm with Insycle, a Premier HubSpot App Marketplace tools that helps automating CRM data maintenance.

 

Screenshot: HubSpot Workflow Builder with Insycle action

 

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