Forwarding email creates contact with wrong email addressSOLVE
Mar 20, 2017 10:40 AM
We have been testing whether we could forward inquiries sent to an organizational email (help@[ourdomain.org]) and have them create a new HubSpot contact.
The help@[ourdomain.org] is redirected to one of our HubSpot users, who then forwards it to our [HubID]@forward.hubspot.com. The test from my Gmail account did successfully create a new contact using my Gmail email address; however, it also created a new contact with our help@[ourdomain.org] email, which is listed in the "To" field. Here's what the forwarding header looks like:
From: Katherine Lawrence <[mygmail]@gmail.com>
Reply-To: Katherine Lawrence <[mygmail]@gmail.com>
Date: Thursday, March 16, 2017 at 6:26 AM
To: "email@example.com" <firstname.lastname@example.org>
Subject: Test #2: Sending to HubSpot
Shouldn't HubSpot use the "From" as the basis for the new contact, not the "To" as well?
Thanks for any insights you can offer!
Solved! Go to Solution.
Mar 23, 2017 4:21 PM
- The email address that you forward the email using must match the email address of your user in the CRM.
- The contact cannot have the same company email domain as you.
- Our system looks at the block of text that is automatically added by your email client when you select the forward button, which usually looks something like this:
---------- Forwarded message ----------
From: Chris Stone <email@example.com>
Date: Tue, Jul 5, 2016 at 1:49 PM
Subject: Re: Please read
To: Emily Keefe <firstname.lastname@example.org>
- The Forwarded message text block must be present at the top of the email and in English.
Because the email that you are forwarding to HubSpot has multiple "To" fields, our system is creating these two contacts. In order to prevent this behavior, I would recommend trying one of two things
1. Forwarding the emails to HubSpot directly from the help@[ourdomain.org]
2. Removing the To: "email@example.com" <firstname.lastname@example.org> field from the automatically generated block of text before sending
Since this is a bit of a workaround outside the primary design of the tool, I can't guarentee that either of those options would create accurate records, but testing on your end should help to determine if this will work for you.
Some other resources you may find useful are linked below:
Lastly, please share your results with the community here so we can continue to expand our resources.