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HubSpot connected inboxes | Frequently Asked Questions

Last updated: December 11, 2018

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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 certain Sales Hub and Service Hub features

What does connecting an inbox to HubSpot do?

After you connect your inbox, any replies to emails that you sent from the CRM, or from your mail client using the HubSpot sales email extension, will then automatically log in your CRM. You can also track any email sent from your CRM in your connected inbox's Sent folder (Google Apps, Gmail, and Office 365 inboxes only). 

How does HubSpot 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. 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. Attachments sent outside of the CRM will be stored in the Attachments section in the contact 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, HubSpot works 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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