Preventing Subsequent Emails From Automatically Logging

[JBrewerUnicargo]

I find this absolutely insane. Once you log an initial email, there is no way at any point to stop the automatic logging of replies in the chain? You can't select or unselect an option to stop processing the rule? How is this possible? Can someone at Hubspot please reply and provide more detail on this? It is causing the Outlook Hubspot add on to be completely unusuable for our company. I can't imagine how anybody would possibly use this feature as it fills your CRM with endless "fluff" emails and makes it impossible to follow the relevant prospecting history communication of a contact/company. 

[BérangèreL]

Hi @JBrewerUnicargo,

Thank you for reaching out to the Community and I apologize for the delay in responding as HubSpot was observing the annual Week of Rest last week.

I understand that while using the HubSpot Sales Extension, the original email was loggued but you don't want all the replies to be loggued as well. I can see that this can be frustrating, let's check together how this works.

To understand what is going on here, we need to look at how HubSpot knows that a conversation should or should not be logged.

When an email is logged from HubSpot, the outgoing email will be sent to a BCC address that will process information taken from the email header and decide whether or not it should end up in HubSpot.

As long as the "from address" is either a registered user or an alias of an existing user, the email will go to the next step.

We will then check to see if the "to address" is on the never log list and disregard the message if so. There are a few other conditions listed here: "Requirements to log emails to the CRM using the BCC address".

Once an email is received, the system will pull the "Message-ID" from the email headers of the message and begin monitoring all incoming emails to see if any replies are received. Once a matching email is found that is "in-reply-to" one of these flagged Message-IDs, it will be logged to the relevant HubSpot contact.

When a conversation goes on for a few messages, and the user decides to uncheck the "Log to CRM" option, the outgoing email will not be directly logged to HubSpot, but any replies to this message will also be replies to existing emails in the system and as a result, be pulled in by the email connection.

When a user no longer wants to have a conversation logged to HubSpot, there are two options:

- The first would be for the user to create a new email in the email account and begin a new, unlogged thread with the contact the user wants to communicate with. This would be the fastest way to ensure that unwanted emails are not logged to HubSpot since a new email will generate a different Message-ID that isn't tracked by the system.

- The second would be to add the recipient to the user's never-log list as outlined in this article "Exclude recipients from CRM email logging" which would prevent all future replies from logging to the account.

I hope that this information helps and please do let me know should you have any additional questions.

Have a lovely day!
Bérangère

[JBrewerUnicargo]

So in summary, there is no way to turn it off. You would think if the system has a step where it checks the Message ID, you could adjust or turn off that message ID triggering a log, the same way an email address that is on the "Do Not Log" list bypasses it. 

In regard to this:

"The first would be for the user to create a new email in the email account and begin a new, unlogged thread with the contact the user wants to communicate with." - Is this as simple as changing the Subject Line in any way?

As far as I can tell, this feature is completely unusable until Hubspot implements an effective solution. It should be as simple as being able to select an option within the email that says "Stop logging emails/replies in this thread". How hard can that possibly be to program?

[BérangèreL]

Hi @JBrewerUnicargo,

Thank your for your product feedback, much appreciated!

Regarding the creation of a new email, I would recommend creating a brand new message instead. I am not sure that editing the subject line of the email would do the trick but you can give it a go and test it, it might work.

I understand your use case and how the option to stop subsequent email logging would be useful.

I recommend you to upvote and follow this similar idea "Option to stop logging subsequent emails in a thread, for the Chrome Sales Extension" to bring visibility to this feature so that our Product Team might implement this option in the future.

Thanks and have a great day!
Bérangère