HubSpot Ideas

JacquelineOng

Send sequence emails to existing enrolled contact's new email address

Issue:

 

Right now, if a contact gets enrolled into a sequence that includes email sends, and the user changes the email address of the contact mid-sequence (i.e. after enrollment), then when the next sequence email is sent out, it goes to the old email address. The new email address will not be sent the sequence emails. Also, a new contact with the original email address will be created and the emails will be logged into the new contact record.

This is expected and makes sense from a technical perspective: if a contact/email address doesn't exist in the CRM, and a new email is sent and logged to HubSpot, this creates a new contact record, as per: https://knowledge.hubspot.com/settings/log-email-in-your-crm-with-the-bcc-or-forwarding-address


But this is not the most intuitive from a user standpoint. Users would like to be able to easily update the email address of an enrolled contact & then to have future sequence sends go to that updated email. 


Workarounds 
1. To ensure that the sequence emails are sent to the new email address, the user has first unenroll the record from the sequence and after updating the contact's email address, re-enroll it again into the sequence. This will register the *new* email address of the contact so sequence emails will be sent to that newly updated address. OR
2.  M
erge the contact records (if that is relevant) 

Alternatively, the user can consider leaving the contact in the sequence,  then creating a separate contact record for the updated email address > enrolling this new contact into the sequence

4 Replies
WNemer
Member

FIX IT PLEASE!!!

CMarokey
Member

Yes this is a particular issue we face now adays!

Sandeepraj
Member

Yes

FAfolayan
Member

Hi, please fix this.