Below are answers to some common questions about how HubSpot Sales email tracking is designed to handle data. Check out our data processing agreement data processing agreement for more information.
HubSpot Sales is a tool for business professionals that allows you to see who is engaging with your emails, get easy access to contact and company profiles, and schedule emails to send later, all within your inbox. Our aim is to build tools to help make prospect and customer interactions easier and more efficient.
HubSpot Sales is designed with business professionals in mind, so it’s not designed to capture or record the types of information that investigators, parties to a lawsuit, or anyone looking to rely on data for legal purposes would need. Because it’s not designed for these purposes and not meant to be used as a record-keeping system, we’re unable to accommodate requests for additional data on emails you’ve sent through HubSpot Sales.
HubSpot Sales is a tool designed for general business professionals, and therefore isn’t designed to comply with laws like the Health Insurance Portability and Accountability Act (HIPAA) or Payment Card Industry Data Security Standard (PCI). If your business is subject to one of these regulations, you shouldn’t use HubSpot Sales to track covered correspondences.
HubSpot doesn't release IP addresses for recipients of users’ tracked emails. Users are limited to the information provided to them within the app.
When possible, HubSpot provides general location data about the recipients who have opened your emails, including city, state/province, and country. However, the current state of technology means that geolocation is a pretty inexact science, so we can neither guarantee the accuracy of a displayed location nor provide any additional information. This is because our system can only look at the public IP address that is listed when the email is opened, a piece of information that often traces back to the internet service provider that someone uses. In those cases, this is the location that we will display.
No. We take data privacy seriously, so we don’t sell the information (names, emails, IP addresses, or anything else) that we use to power HubSpot Sales. For more information about how we handle data, see our page on data privacy.
Do you keep my account’s data for a specific period of time? Can you send me copies of my older data after it stops displaying in my feed?
With an ever-growing userbase, we’ve got a lot of data to keep track of. Since HubSpot Sales is not designed as a system of record, we don’t commit to keeping data around and don’t offer exports of your HubSpot Sales feed. Our current practice is to preserve the data in your feed for 18 months, since an average sales cycle is much shorter than this. Data older than 18 months is no longer available in HubSpot Sales. We may change the timeline for data preservation at any time.
How does the HubSpot Sales email tracking feature work? Does HubSpot Sales gain access to my recipients’ inboxes?
HubSpot Sales doesn’t have access to the emails or contacts inside your recipients’ inboxes.
HubSpot Sales works by embedding a tiny one-pixel image at the bottom of your email. When your recipient opens the email and downloads the tiny image, it signals that the email has been opened, triggering HubSpot Sales to send you a notification.
Link click notifications work on a similar principle. When you insert a link in your email, HubSpot Sales modifies the link so it will ping HubSpot Sales servers and then take the person to the page you linked to. When HubSpot Sales gets that ping, it triggers a notification in your feed.
HubSpot only ever uses text of your emails to power HubSpot Sales features; we don’t share that information, sell it, put it in long-term storage, or engage in any sort of anonymized collection of email bodies for analytics.
When you send a real-time tracked email with HubSpot Sales, we’ll modify your email body to insert a tracking pixel and re-format any links to be tracked, but we don’t store the body text, since it’s already being handled perfectly well by your email program.
When you use our send later feature, we store the body text of your email in short-term storage starting when you’ve scheduled for it to be sent and for seven days afterwards in case of any issues. Our short-term storage ensures that all email bodies are erased within seven days of their scheduled sending time.
Occasionally, our system may hit an internal error, which can cause you to receive a notification claiming that an email you sent to one recipient was instead opened by a different recipient. HubSpot Sales will never alter who your emails are sent to, since HubSpot Sales is not designed to change the recipient field within your email. Learn more about how HubSpot Sales tracking works. If you believe you have received a false notification, you can also confirm who the email was sent to by viewing it in your sent folder.
HubSpot Sales uses the data you provide and combines it with publicly available data from third-party enrichment providers to give you a full picture of your email correspondences.