Sales Extension Logs Emails on the Never Log List

[JMireles]

In the Outlook Sales Extension, with some emails adding an email to the Never log list doesn't stop logging.

I've tried multiple times, both single user and all users.

I've deleted the contact

Deleted the contact's company

Cleared out any previously logged emails.

Disconnected any connected/associated companies from the contact.

It's as though the Sales Extension is saying, "I don't care what you want. I'm logging this email!" Every. Time.

Where's the "Absolutely Never, Under No Circumstances Log Emails to This Contact" button?

[SamCBarth_LAIRE]

Hi! @JMireles Inbox Automation could be the culprit here - has this been checked?

[franksteiner79]

Hi @JMireles 

Just to rule out the obvious:

1. We are talking about a connected personal inbox and not a conversations inbox?
2. Are the emails that are being received and logged completely new conversations or replies to older email threads?
3. Are you running the Outlook desktop add-in? This has not been further developed and maintained for quite some time. 

Frank

[CarolinaDeMares]

Hi @JMireles ! I encountered something similar before and it was because in the in the activity settings under email log and track I have added the never log domain only for me, you need to make sure you select it for "all users" otherwise it might be not logging it from your email but its logging it from other user's emails through the extension. 

Also try adding different never logs: 
1. full domain 
2. only name 
Make sure that when you delete the contacts are permanent and also make sure there's no set up restoring contacts. 

Happy to take a look at it further, I offer free consultantions: 

 https://meetings-eu1.hubspot.com/carolina10/hubspot-consultancy

Carolina De Mares

Brandgang

Goirkekanaaldijk 14

5046 AT Tilburg

[RubenBurdin]

Hi @JMireles 

1) The Outlook add‑in only honors Never log after it confirms two things: a) the “Log” checkbox was ON at send time, and b) the recipient’s exact address or domain is in your Never log list; if the add‑in sees a match it strips the BCC to bcc@hubspot.com, otherwise HubSpot’s servers create the record—so first double‑check you added the full domain (e.g., @vendor.com, not just vendor.com) or the precise alias that shows in the To field (https://knowledge.hubspot.com/email-tracking/prevent-an-email-address-or-domain-from-being-logged-in...). 

2) If the box keeps re‑checking itself, turn off “Log emails by default” inside Outlook → HubSpot → Settings → General; the default overrides your per‑message click and the add‑in doesn’t re‑evaluate the Never log list until after it adds the BCC (https://knowledge.hubspot.com/email-tracking/enable-or-disable-logging-and-tracking-in-your-email-ex...). 

3) After updating the list, restart Outlook: the desktop add‑in caches user settings and won’t pull the new Never log entries until a fresh session (https://knowledge.hubspot.com/email/use-the-hubspot-sales-outlook-desktop-add-in). 

4) If you installed the newer O365 web add‑in, make sure the mailbox you’re sending from matches the HubSpot user; the add‑in can’t read your personal Never log list unless the Office identity and HubSpot identity are linked—otherwise it behaves as if no list exists (https://knowledge.hubspot.com/email/log-email-with-the-hubspot-sales-office-365-add-in). 

5) Still haunted by rogue logging? Re‑add the address to the Never log list at the portal level (Settings → Objects → Activities → Email logging) so every user inherits it, then clear the add‑in’s local data (Outlook → File → Options → Add‑ins → HubSpot Sales → Disable → Enable).

Hope it helps.

Ruben Burdin 

Real-Time Data Sync Between any CRM or Database | Founder @Stacksync (YC W24)

[JMireles]

Ruben, I apologize. I did not clarify that the problem is not with outgoing emails, but with incoming emails. (You may have spent a lot of time answering the wrong question.)

I should also clarify that I have contact records in HubSpot for the senders in question, in case I do want to log a particular email.

It appears that the settings only work for outgoing emails. And the Never Log list only works for incoming emails that I do not already have a contact record for in HubSpot. Otherwise the Never Log list is ignored for incoming emails. 

What I want is that for those contacts I have in HubSpot, to not have incoming emails from those contacts logged automatically by the Outlook Sales extension when their email or domain (I use the @ symbol for domains) is in the All Users or Only Me list. As it is, to retain the contact means manually deleting every incoming email from the contact record (which is a PITA, because I have to first delete the logged email from the company from within the Outlook extension, then open the contact in the CRM directly and delete the logged email from the contact there. It would also be nice if HubSpot had a bulk delete feature for logged emails.)

This is not the default behavior for the Gmail extension. The HubSpot Gmail extension does not automtatically log incoming emails for pre-existing contacts.

Regards,

James Mireles
Regards