Do email replies get recorded in the CRM?

Last updated: December 19, 2016

Available For:

Marketing: N/A
Sales: Free, Professional

Replies to emails sent through the HubSpot CRM get logged automatically on the contact's timeline if you have connected a G Suite (formerly known as Google Apps for Work) or an Outlook 365 account here. You do not have to be using the HubSpot Sales extension or Outlook plugin in order to record replies, as long as the original email you sent is tracked (sent in the CRM) and you have a connected account.

If you don't have a G Suite or an Outlook 365 account to connect to the CRM, you can manually forward a reply to [Your Hub ID] and the message will be appended to the contact record in the CRM. You can find your Hub ID in the top right-hand corner of your HubSpot account (more information here). 

There are a few things to keep in mind when forwarding replies to the CRM:

  • Ensure that you are forwarding the individual reply email (avoid forwarding other parts of the email chain). The forwarded message header generated by your email client must be present and in English:


  • Ensure that the email address you are forwarding the email from is a Sales user in the CRM.

The forwarded email will appear in the contact's timeline like this:

If the person that had sent you the original email is not present in your HubSpot CRM, forwarding the message will automatically create a contact for you. With this feature, your sales team will no longer need to create all new contacts directly in your HubSpot CRM, nor copy and paste an email message from their email Inbox; the forwarding address handles it all!