Manage one-to-one email tracking and logging

Configure your account’s one-to-one email tracking and logging settings to control how emails are recorded in HubSpot. Email tracking records when recipients open or click emails, while email logging records the email content in the CRM. You can control whether users can track emails or manage whether email attachments are logged. You can also set default tracking and logging behavior for the HubSpot Sales extension and add-in.

To manage tracking for marketing emails, learn how to manage marketing email open and click tracking.

Before you get started

• Depending on the recipient’s location, email open and click tracking may require prior consent. Before turning on tracking, review the email tracking consent guidelines.
• Email log and track settings apply to emails sent after the settings are updated. These settings don't affect previously logged or tracked emails or attachments.

Edit one-to-one-email tracking

The account-wide email tracking setting controls whether users can track one-to-one emails and monitor when recipients open or click their emails. This setting applies to emails sent through the CRM, sequences, the help desk or conversations inbox, and the HubSpot Sales extension/add-in.

To edit email tracking settings:

1. In your HubSpot account, click the settings icon in the top navigation bar.

2. In the left sidebar menu, under Data Management, navigate to Objects.

3. At the top of the Objects page, click the Select an object dropdown menu and select Activities.

4. In the Email Log and Track Settings section, select or clear the Allow all users to track emails and see recipients open and click on their emails checkbox.

5. At the bottom, click Save.

Impact of turning off one-to-one email tracking

When email tracking is turned off, new open and click events are not recorded for affected emails. Existing open and click data remains available.

• When sending an email from the CRM, an alert may indicate that your admin has turned off email tracking. Click Got it to send the email without tracking. 

• When sending an email from the HubSpot Sales extension or add-in, the Track checkbox will be turned off in the email composer. 

• After an email is sent, new open and click events won't be recorded. Logged emails will display the following alert: Tracking data is not available for this email. This email is logged but not tracked.

Edit email attachment logging

Manage email attachment logging to control whether attachments from incoming emails and emails sent through the HubSpot Sales extension/add-in or BCC/forwarding addresses are logged to HubSpot.

This setting does not affect attachments included in emails sent from within your HubSpot account, such as through the CRM or sequences. These attachments will continue to be logged.

To edit attachment logging:

1. In your HubSpot account, click the settings icon in the top navigation bar.

2. In the left sidebar menu, under Data Management, navigate to Objects.

3. At the top of the Objects page, click the Select an object dropdown menu and select Activities.

4. In the Email Log and Track Settings section, select or clear the Allow all users to log email attachments checkbox.

5. At the bottom, click Save.

Set default log or track settings for the HubSpot Sales extension and add-in

Set whether emails sent from the HubSpot Sales Chrome extension or Office 365 add-in are logged or tracked by default. Default log and track settings are not applied to the Outlook desktop add-in.

When account-wide default log or track settings are turned on, users can update the log or track behavior for individual emails. However, users can't set their own default log or track preferences in their HubSpot Sales extension/add-in settings.

Set default log settings for all users

1. In your HubSpot account, click the settings icon in the top navigation bar.

2. In the left sidebar menu, under Data Management, navigate to Objects.
3. At the top of the Objects page, click the Select an object dropdown menu and select Activities.
4. In the Email log and track settings section, select the Apply Default Log setting for all users - Sales Extension Only checkbox.
5. Toggle the Log all emails by default switch on or off.
• When the switch is on, all emails sent from the HubSpot Sales extension/add-in will be logged by default.
• When the switch is off, all emails sent from the HubSpot Sales extension/add-in will not be logged by default.

Set default track settings for all users

1. In your HubSpot account, click the settings icon in the top navigation bar.

2. In the left sidebar menu, under Data Management, navigate to Objects.
3. At the top of the Objects page, click the Select an object dropdown menu and select Activities.
4. Select the Allow all users to track emails and see recipients open and click on their emails checkbox.
5. Select the Apply Default Track setting for all users - Sales Extension Only checkbox.
6. Toggle the Track all emails by default switch on or off.
   • When the switch is on, all emails sent from the HubSpot Sales extension/add-in will be tracked by default.
   • When the switch is off, all emails sent from the HubSpot Sales extension/add-in will not be tracked by default.