Email Tracking

Track and log emails with the HubSpot Sales Office 365 add-in

Last updated: December 6, 2018

While you can send emails from the CRM contact timeline with a connected inbox, you can send tracked and logged emails from your inbox with the HubSpot Sales Office 365 add-in. 

Before getting started, note the difference between a tracked email and a logged email: 

  • Tracked email: tracking an email gives you insight into how the recipient interacts with the email. You'll be notified when the contact opens the email via a pop-up notification on your desktop if you have the HubSpot Sales for Windows tray app installed, or are using a Chrome browser with the HubSpot Sales Chrome extension installed. Sales Hub StarterProfessional, and Enterprise users will be notified when the recipient clicks a link in the email as well. This information will be stored in your HubSpot activity feed or in your Windows tray app if you're using the Outlook desktop add-in. Emails that are tracked, but not logged, do not get recorded on a contact timeline in HubSpot. 
  • Logged email: a logged email is recorded on the recipient's contact timeline in HubSpot. That way, you can keep a record of your email communication with a prospect in HubSpot to help you understand where they are in your sales funnel. You can also use this history of logged emails to keep track of past relations and make sure you're communicating regularly with your most promising leads. Logged emails are for recording your interactions with the contact and do not give you insight into open or click information

Keep in mind that you can send an email that is both tracked and logged. That way, you'll have a record of the email communication and open information in HubSpot. 

This article covers tracking emails and logging emails with the HubSpot Sales Office 365 add-in. If you are using the Outlook desktop add-in, learn how to track and log emails with the Outlook desktop add-in in this guide: Track and log emails with the Outlook desktop add-in

Send a tracked email using the Office 365 add-in from Outlook desktop on PC or Mac

To send a tracked email using the Office 365 add-in from your Outlook desktop account on a PC or a Mac: 

  • Log in to your Outlook account. 
  • Compose a new email. 
  • Enter the email recipient, subject line, and email body.  
  • In the message window, click Sales Tools.
  • In the pane on the right, select the Track email opens checkbox (Sales Hub StarterProfessional, and Enterprise users will see Track email opens and clicks). 
  • Keep the HubSpot Sales pane open in your inbox, then click Send

Please note: real-time notifications are only available if you use the HubSpot Sales Office 365 add-in in conjunction with the HubSpot Sales Chrome extension or HubSpot Sales for Windows tray app(Windows only). If not, you'll only see activity in your HubSpot activity feed.

HubSpot Help article screenshot

Send a tracked email using the Office 365 add-in from an Outlook on the web account or an Outlook.com account

To send a tracked email using the Office 365 add-in from an Outlook on the web account or from an Outlook.com account: 

  • Log in to your Outlook account. 
  • Compose a new email. 
  • Enter the email recipient, subject line, and email body. 
  • At the bottom right corner of your email composition window, click the HubSpot sprocket icon sprocket
  • In the pane on the right, select the Track email opens checkbox (Sales Hub Starter, Professional, and Enterprise users will see Track email opens and clicks).
  • Keep the HubSpot Sales pane open with the checkbox selected, then click Send.

Please note: real-time notifications are only available if you use the HubSpot Sales Office 365 add-in in conjunction with the HubSpot Sales Chrome extension or HubSpot Sales for Windows tray app (Windows only). If not, you'll only see activity in your HubSpot activity feed.

HubSpot Help article screenshot

View the tracked email's status

Before your contact opens the email, the email subject line and recipient will show in your activity feed in HubSpot as Unopened.  

You can also see how your contacts are engaging with your tracked emails from the Chrome extension or from the Windows tray app. To access your activity feed from the Chrome extension, click the HubSpot sprocket icon sprocket in the upper right-corner of your Chrome browser. 

Alternatively, you can access your activity feed from the Windows tray app if you've installed HubSpot Sales for Windows. Click the HubSpot sprocket icon sprocket in your Windows tray.

HubSpot Help article screenshot

Once the recipient opens the email, you'll receive a real-time pop-up notification on your desktop. When you navigate back to your activity feed, you'll see the email information marked as OpenClick the dropdown menu below the contact's name to see when the recipient opened your email and where

HubSpot Help article screenshot

Learn more about how email tracking and sales notifications work.   

Logging emails

To log an email and add new contacts to HubSpot from a logged email, the email address you send from in your email client must be one of the following:

You can specify email addresses and domains that you never want to log emails for in your HubSpot account settingsOr you can add these email addresses and domains in your add-in settings

Please note: emails larger than 15 MB will not log to your HubSpot account. Attachments count towards this limit. Your email will still be delivered successfully to the contact, but you will not see the email logged to their record.

The process for logging an email will differ slightly depending on your mail client: 

Send a logged email using the Office 365 add-in from Outlook desktop on a PC or Mac

To send a logged email using the Office 365 add-in from your Outlook desktop account on a PC or a Mac: 

  • Compose a new email in Outlook.
  • Enter the email recipient, subject line, and email body. 
  • In the message ribbon, click Sales Tools.
  • In pane on the right, select the Log this email to HubSpot checkbox. Your BCC address will auto-populate in the BCC field.

Please noteyou must keep the pane open in order for the email to successfully log to HubSpot. 

  • Click Send.
HubSpot Help article screenshot

Send a logged email using the Office 365 add-in from an Outlook on the web account or an Outlook.com account

To send a logged email using the Office 365 add-in from an Outlook on the web account or from an Outlook.com account: 

  • Log in to your Outlook account. 
  • Compose a new email. 
  • Enter the email recipient, subject line, and email body. 
  • In the bottom right corner of your email composition window, click the HubSpot sprocket icon sprocket
  • In the pane on the right, select the Log this email to HubSpot checkbox. Your BCC address will auto-populate in the BCC field. 

Please noteyou must keep the pane open in order for the email to successfully log to HubSpot. 

  • Click Send.
HubSpot Help article screenshot

View the logged email in HubSpot

Email that are logged to HubSpot using the Office 365 add-in will automatically be associated to the recipient's contact record, its associated company record, and the five most recent open deal records associated to the contact.

To see the logged email in HubSpot: 

  • In your HubSpot account, navigate to your contacts, companies or deals.
  • Click the name of the record. 
  • On the timeline, locate the logged email. From the email, you can do the following: 
    1. Edit: add or remove the email from any associated company or deal records. The company record and the deal records must be associated with the contact to add them here.
    2. Actions: choose to delete or reply to this email. 
    3. Detailsclick to see specific information about the email send. 
    4. Expand: click to see the full body of the email. If there's an ongoing email conversation, click View thread to see all of the emails in the thread. 
    5. Reply: click Reply to send an email reply to the contact from HubSpot.  logged-email-on-contact-record

Please note: in order to send email replies from HubSpot and log incoming replies to HubSpot, you must have a connected inbox