Log email replies in the CRM
Last updated: August 19, 2021
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Please note: the maximum file size for logging attachments for outgoing and incoming emails is 50MB. This applies to replies sent to one-to-one emails and incoming emails sent to a team email in the conversations inbox.
If your email server is running security software that scans attachments when receiving emails, HubSpot might not be able to log attachments that are included in email replies or incoming emails sent to your team email address. For example, if your Office 365 servers are running Advanced Threat Protection with Dynamic Delivery enabled, the attachments might not log.
Requirements for a reply to log
Replies to emails will be logged automatically on the contact's timeline if you have connected your personal email and the following is true:
- The original email was sent through the CRM or sent from your connected personal email client with the sales email extension or add-in installed and the Log checkbox selected.
- The original email was not sent to an email address or domain listed in your Never Log list.
- The personal email address is still connected when the reply is received.
- The reply is sent to a personal email connected by the user who originally started the thread.
- The sender of the reply is an existing contact in HubSpot.
Email replies will log to the contact's record timeline in your CRM. There is no central location in HubSpot where you can view these emails; you must navigate to the recipient's contact record or one of the associated records to view the logged email.
Replies not logging as expected
If your reply doesn't log as expected, learn more about some of the common reasons why this occurs. In some cases, if the reply didn't log, you can forward it to the record timeline in the CRM.
New incoming emails
Incoming emails sent to your connected personal email will not log to HubSpot if they do not meet the requirements for logging.
If a non-contact sends you a new email that is not part of an existing thread, this email will not log to HubSpot and a new contact record will not be created. When you reply to this email and select the Log checkbox or include the BCC address, your outgoing reply will log but the non-contact's original email will still not appear in HubSpot. Subsequent replies to this thread will log as long as your personal email is connected.
Emails sent from non-contacts or email aliases
If a reply comes from an email address that is not associated with an existing contact, the reply will not log. For example, if you send an email to firstname.lastname@example.org, but the contact replies using email@example.com, the reply will not log. You can forward the reply to the CRM using your forwarding address and then merge the two contact records.
Emails filtered to another folder
If the reply isn't in a folder that HubSpot can sync with, or is labeled as spam, the reply won't log to HubSpot. This behavior varies based on email provider:
- Gmail: email replies that are labeled as spam in Gmail will not log.
- Office 365: email replies that are sent to the SPAM or JUNK folder in an Office 365 inbox will not log.
- IMAP: HubSpot traces related replies in the Inbox folder only through the inbox connection. The reply must be in the main Inbox folder, not in a child folder or an entirely separate folder. If a reply email is moved to a separate folder because of filtering rules, the reply will likely not log.
- Exchange: HubSpot only syncs emails from the Inbox folder and any folder that is the destination folder for an Inbox rule. If you add a new inbox rule or delete an existing folder, you need to reconnect your inbox to prevent syncing issues.
Emails sent from a team email address
If an email thread starts with your team email in the conversations inbox, you cannot switch to using your personal connected email address mid-thread. The replies will not continue to log to HubSpot because this will create a new thread that HubSpot cannot detect.
Replies to emails after changing inbox providers
If you change inbox providers while you still have active threads using your previous email address, email replies will stop logging to HubSpot. In addition, if you're using sequences, contacts who are currently enrolled in a sequence will not be automatically unenrolled because HubSpot can no longer detect the replies. Reconnect your inbox using the correct provider to successfully log replies.
Connected personal email using wrong email provider
Make sure to connect your personal email using the correct email provider type. Your email provider is the service that enables you to send and receive emails. Common email providers include Gmail and Office 365.
Confirm which email provider your email address is hosted with, then follow the instructions to connect to HubSpot with that provider. You can ask your IT resource, or you can use MxToolbox to look up your email domain's email service provider. If you do not connect using the correct provider, emails won't log.
Troubleshoot reply logging
If you meet the requirements for reply logging, and your reply does not fit into one of the situations listed above, learn how to get help from HubSpot. Before reaching out, it is recommended to have an example of a contact record where the reply did not log as expected and the email headers from the reply received in your email account. Learn how to collect the email headers from some common email providers, or work with your IT resource to retrieve the headers.
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