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KaloYankulov
Participant

Best way to log in email activity in the CRM

SOLVE

Hi guys,

New Sales Hub user here. 

I'm currently trying to figure out what is the best way to log in contact's email activity in the CRM. Basically, my goal is to have a cohesive view of all email conversations tied to a particular contact.

We have the following setup:

 

- We send marketing emails from an external platform

- We send manual (sales) emails from Gmail

- We receive responses to our marketing emails

- We receive responses to our manual emails

 

I've connected my personal Gmail account and will also use the Chrome extension. I see that the responses I personally send using the Chrome extension are logged in. However, responses that are sent from contacts are not logged in - for example, when a contact responds to one of our marketing emails.


Do I understand correctly that I need to use the HubSpot BCC email (e.g., 123@bcc.hubspot.com) in all email communication that I want to log in? So for example, when I send a marketing email using an external tool I need to BCC the HubSpot email?

Thank you for your advice. 

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1 Accepted solution
karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

Best way to log in email activity in the CRM

SOLVE

Hi @KaloYankulov,

 

Either this email address would have to be connected as a conversations inbox in HubSpot, replies to marketing email should then be logged. However, this is not possible if the email address is already in use as a personally connected inbox.

 

Or you would have to set up some sort of filter / rule within your personal inbox (e.g. Gmail rules, Outlook auto forwarding) to automatically send incoming replies to marketing emails to the HubSpot forwarding email address: https://knowledge.hubspot.com/settings/log-email-in-your-crm-with-the-bcc-or-forwarding-address#use-...

 

Best regards!

Karsten Köhler
Digital Marketer | HubSpot Freelancer | CRM Consultant

Beratungstermin mit Karsten vereinbaren


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5 Replies 5
karstenkoehler
Hall of Famer | Partner
Hall of Famer | Partner

Best way to log in email activity in the CRM

SOLVE

Hi @KaloYankulov,

 

Replies to marketing emails can be tracked by following these steps: https://knowledge.hubspot.com/email/track-replies-to-marketing-emails-sent-from-your-connected-inbox

 

Best regards!

Karsten Köhler
Digital Marketer | HubSpot Freelancer | CRM Consultant

Beratungstermin mit Karsten vereinbaren


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KaloYankulov
Participant

Best way to log in email activity in the CRM

SOLVE

Hi @karstenkoehler 

Thanks for the reply. I'm not sure this applies to our case. We do not send marketing emails through HubSpot. We use an external marketing email tool.

 

In that tool, the marketing emails are sent from my personal connected email (kalo@encharge.io) - but when someone replies to the emails the respond is not logged in in HubSpot.

0 Upvotes
karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

Best way to log in email activity in the CRM

SOLVE

Hi @KaloYankulov,

 

Either this email address would have to be connected as a conversations inbox in HubSpot, replies to marketing email should then be logged. However, this is not possible if the email address is already in use as a personally connected inbox.

 

Or you would have to set up some sort of filter / rule within your personal inbox (e.g. Gmail rules, Outlook auto forwarding) to automatically send incoming replies to marketing emails to the HubSpot forwarding email address: https://knowledge.hubspot.com/settings/log-email-in-your-crm-with-the-bcc-or-forwarding-address#use-...

 

Best regards!

Karsten Köhler
Digital Marketer | HubSpot Freelancer | CRM Consultant

Beratungstermin mit Karsten vereinbaren


Did my post help answer your query? Help the community by marking it as a solution.

0 Upvotes
KaloYankulov
Participant

Best way to log in email activity in the CRM

SOLVE

Got it, that makes sense.

But I stumbled upon the forwarding confirmation issue in Gmail. Gmail requires a confirmation code that is sent to the HubSpot forwarding email which I'm not able to retrieve. Looked a few other topics in the community and there isn't a clear solution.

I do not see the confirmation email in the Conversations.

0 Upvotes
karstenkoehler
Hall of Famer | Partner
Hall of Famer | Partner

Best way to log in email activity in the CRM

SOLVE

Hi @KaloYankulov,

 

You're right, I hadn't thought of that. The forwarding email address itself does not have an inbox and can't be confirmed.

 

The conversations inbox option is then the only route, unfortunately, but would prevent you from using your personal inbox for one-to-one emails.

 

Alternatively, you could send your marketing emails from an alias which in turn you connect as a converations inbox?

 

Best regards

Karsten Köhler
Digital Marketer | HubSpot Freelancer | CRM Consultant

Beratungstermin mit Karsten vereinbaren


Did my post help answer your query? Help the community by marking it as a solution.

0 Upvotes