Email Notifications

HubSpot CRM email integration FAQs

Last updated: May 10, 2018


Below you can find answers to some frequently asked questions regarding connecting your email inbox to HubSpot. A connected inbox is required to send emails through the CRM and make use of the features of HubSpot Sales Hub and Service Hub. 

What does connecting an inbox to the CRM do?

After you connect your inbox, the HubSpot CRM will automatically log relevant email replies in your inbox and log these in your CRM. You can also track any email sent from your CRM in your connected inbox's Sent folder.

How does the CRM find replies to log after I connect my inbox?

Once you connect your inbox, HubSpot has access to information about your emails including the email address you’re sending from, the email addresses of recipients, the subject line, and the body of the email. This information is gathered through the direct processing of email metadata via IMAP.

Every “reply” email contains a reference to the unique ID number of the original email so the HubSpot CRM will monitor incoming mail for replies that tie back to an email sent from the CRM or logged (BCC’d) to the CRM. The HubSpot CRM will only read and store the email body for email threads that have been previously logged in the CRM or sent from the CRM. 

What information is logged in the CRM?

When you log an email to a contact record in the CRM or receive an email reply from them, the HubSpot CRM stores your contact’s email address, name, subject line, and body text so that the email can be displayed as part of their contact record in the CRM. The email is stored and displayed just as if you had BCC’d or forwarded that email to the CRM. Please note that attachments sent outside of the CRM will not be stored on the contact's record.

What does the HubSpot CRM do with the body text of emails I send through the CRM?

HubSpot CRM only ever uses the text of your emails to display the emails on the contact record of the recipient in your CRM. HubSpot doesn’t share that information to people outside your team, sell it, or engage in any sort of anonymized collection of email bodies for analytics. 

How does HubSpot handle security with connected inboxes?

Whenever HubSpot transmits or stores your personal data, we work hard to protect it. For example, HubSpot encrypts data while exchanging it with your computer and uses top security measures to prevent unauthorized or unintended access to our network. Read more about how HubSpot safeguards your data on HubSpot's security page.

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