Nov 15, 2021 7:45 AM
We recently attended a trade show, and we're following up our new contacts with an email. The team prefer to use Outlook for this, but we created a template that they can tweak for each contact. However, they've sent every email with the same subject line, although each email was sent separately to just one contact at a time.
The issue is now, that every new contact created has every email showing in their activity field. E.g., we sent two separate emails to Shannon Smith and Peggy Pierce, both with 'Thanks for dropping by at the show' as the title. Shannon's activity now shows the email sent to both her and Peggy, and Peggy's record has the email sent to both her and Shannon. Apart from we have 40 contacts and 40 emails! Surely an email should only log to the contact with the matching email address?
This has happened before where we've used the same email subject to different contacts, but not on this scale. Does anyone know why it's happening, how we can prevent it, and if there's any way to clean up the activity logs now?
Nov 16, 2021 1:45 PM
Thank you for reaching out to the Community!
Can you tell us a bit more about how you were sending those emails?
Have you maybe used the "Forward" option in order to send the same email to multiple contacts? -> Sending the email to 1 contact, then clicking "Forward" to create a new email, editing the subject and sending the email to the next contact?
If this is the case, the way the emails logged in the CRM is expected behaviour. Our system logs emails in the same thread based on matching the message ID and in-reply-to: the subsequent emails also follow the associations of the previous emails.
You can, however, edit associations after the email has been logged in the CRM:
I hope this helps!
Mia, Community Team
Nov 17, 2021 6:55 AM
Yes we did use Forward to send some of the emails, but others were a brand new email. It seems to have made no difference, as all emails with the same subject are logged to every contact.
Thanks for your tip about editing the associations, I will do this.
Nov 17, 2021 10:39 AM
Got it, thank you for your reply @LVRachel!
I would always recommend creating an email in a new compose window going forward to prevent this from happening again. You could also use email templates if you're often sending emails with similar content. This is a free HubSpot feature that is also available in your email client if you install one of our Sales Extensions. If an extension or plugin is successfully installed, you can access your HubSpot templates, documents, and sequences directly from your inbox.
We can also have a deeper look at an email where you're sure that you used a new compose window to send it to your contacts, but it was still logged incorrectly: to be able to investigate further, we would require the email header, a link to the erroneously logged email in your HubSpot account and your account information (HubID, the sender's email address). You can send me this information in a direct message via my Community profile. We'll be glad to investigate this further with our team.
Mia, Community Team