Sales Hub Onboarding

jp213
Participant

Email History And visibility

SOLVE

We just migrated from Copper 

 

with Copper we can see all staff emails to and from a contact regardless of where, when,how it was sent. 

 

Is there any reasonable way to have this done with HubSpot?

I understand only email sent can be tracked ... 

 

but if a customers email sales person A and then calls into sales person B sales person B can not see the email ...

 

How are you guys managing this ? 

 

 

 

 

2 Accepted solutions
jolle
Solution
Recognized Expert | Partner
Recognized Expert | Partner

Email History And visibility

SOLVE

Hey @jp213, thanks for reaching out! This is a really good question.

 

Do your reps have the HubSpot email extension installed? You're right that emails sent from with HubSpot will be tracked on the contact record, but your reps can also log and track emails they send from their email client if they have the extension installed. Here is the HubSpot Knowledge Base article explaining how to get everything configured depending on ....

 

Just be sure to set up your "never log" list as well so that your reps aren't logging too many irrelevant emails in HubSpot. 

 

Hope this helps!!

Jacob Olle

Marketing Operations Manager

HubSpot Certified Trainer

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karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

Email History And visibility

SOLVE

Hi @jp213,

 

As @jolle has pointed out, emails can be logged if they're sent through the CRM (browser or app), the HubSpot sales extensions or using the BCC address. If this is set up, sent emails and replies to those sent emails will be logged to the contact records in HubSpot. As long as your reps have view access to those contacts records (which they should have by default), they can also see the email threads in the activity timeline of a contact record.

 

There are two things in HubSpot which newcomers are sometimes looking for which do not exist:

  • A central inbox that shows all incoming emails – while HubSpot has the conversations inbox feature which technically can be an inbox inside of HubSpot, it's meant for shared email addresses and using it for a personal email address has quite a few downsides. In HubSpot, there isn't a personal email inbox.
  • Emails will only be tracked if they're replies to sent tracked emails, not if they are net new incoming emails, see here: https://knowledge.hubspot.com/email/track-replies-to-marketing-emails-sent-from-your-connected-inbox

So in summary, yes, if your sales reps track their email addresses, they can also see each others conversation history on the contact, company and deal records in HubSpot. Only net new incoming emails aren't logged. (They can be logged by simply replying again with a tracked email or by forwarding them into the CRM.)

 

Hope this helps!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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4 Replies 4
jp213
Participant

Email History And visibility

SOLVE

what if sales reps are sending email via their phone while on the road... not every person is going to be able to send email via a desktop? 

For example next week my entire team is going to a conference... we will all be working from our phones...

this could mean an entire week of conversation could be missed?

 

This really needs to be upgraded in hubspot it's a massive flaw.  

 

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

Email History And visibility

SOLVE

Hi @jp213,

 

As I mentioned in my previous reply, there's still the BCC address if sales reps want to use their usual mail app. Besides that, there's also the option of sending emails through the HubSpot mobile app.

 

If sales reps use one of the two, then conversations will be logged.

 

Best regards

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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

karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

Email History And visibility

SOLVE

Hi @jp213,

 

As @jolle has pointed out, emails can be logged if they're sent through the CRM (browser or app), the HubSpot sales extensions or using the BCC address. If this is set up, sent emails and replies to those sent emails will be logged to the contact records in HubSpot. As long as your reps have view access to those contacts records (which they should have by default), they can also see the email threads in the activity timeline of a contact record.

 

There are two things in HubSpot which newcomers are sometimes looking for which do not exist:

  • A central inbox that shows all incoming emails – while HubSpot has the conversations inbox feature which technically can be an inbox inside of HubSpot, it's meant for shared email addresses and using it for a personal email address has quite a few downsides. In HubSpot, there isn't a personal email inbox.
  • Emails will only be tracked if they're replies to sent tracked emails, not if they are net new incoming emails, see here: https://knowledge.hubspot.com/email/track-replies-to-marketing-emails-sent-from-your-connected-inbox

So in summary, yes, if your sales reps track their email addresses, they can also see each others conversation history on the contact, company and deal records in HubSpot. Only net new incoming emails aren't logged. (They can be logged by simply replying again with a tracked email or by forwarding them into the CRM.)

 

Hope this helps!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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

jolle
Solution
Recognized Expert | Partner
Recognized Expert | Partner

Email History And visibility

SOLVE

Hey @jp213, thanks for reaching out! This is a really good question.

 

Do your reps have the HubSpot email extension installed? You're right that emails sent from with HubSpot will be tracked on the contact record, but your reps can also log and track emails they send from their email client if they have the extension installed. Here is the HubSpot Knowledge Base article explaining how to get everything configured depending on ....

 

Just be sure to set up your "never log" list as well so that your reps aren't logging too many irrelevant emails in HubSpot. 

 

Hope this helps!!

Jacob Olle

Marketing Operations Manager

HubSpot Certified Trainer

Create Your Own Free Signature