Why didn't the email I sent to my CRM's forwarding address get logged in my CRM?

Last updated: November 1, 2017

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The CRM offers a forwarding address to use when forwarding email replies sent from a contact to a user in your portal. These forwarded emails get logged on the contact you sent the original email to or will create a new contact if the contact does not exist yet.

Please be aware of the following:

  • The email address that you forward the email using must match the email address of your user in the CRM. Even if you have connected your inbox to HubSpot, the email address used must be associated with your user in the CRM.
  • The contact cannot have the same company email domain as you. 
  • Our system looks at the block of text that is automatically added by your email client when you select the forward button, which usually looks something like this:
---------- Forwarded message ----------
From: Chris Stone <>
Date: Tue, Jul 5, 2016 at 1:49 PM
Subject: Re: Please read
To: Emily Keefe <>
  • The Forwarded message text block must be present at the top of the email and the To, From, Subject, etc. fields must be in English.

Barring these exceptions, you can make use of your CRM's forwarding address to log replies in your CRM.

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