Last updated: October 28, 2020
|All products and plans|
Email replies to a message sent through a connected email inbox, either sent directly in the CRM or using the HubSpot Sales extension, will be logged in your CRM automatically. When you receive a reply to an email that was not previously logged, or a new email from a client or contact, you can log it in HubSpot manually using your forwarding CRM email address. Learn more about how email replies log to HubSpot and when replies will not log as expected.
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.
Replies to emails will be logged automatically on the contact's timeline if you have connected your inbox and the following is true:
Please note: email replies that are sent to the SPAM or JUNK folder in an Office 365 inbox will not log to HubSpot.
If you send an email from your connected inbox, but you do not select the Log checkbox when sending the message, this email will not log to your CRM and therefore, subsequent replies to that email will not log. However, the replies can be forwarded to the CRM using your forwarding address.
If a reply comes from another email address to your thread, and this email address is not an existing contact, the reply will not log to your CRM. For example, if an email is sent to firstname.lastname@example.org (an existing contact), but the contact replies using email@example.com (not a contact), the reply will not log. However, the replies can be forwarded to the CRM using your forwarding address and you can opt to merge the two contact records.
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 inbox is connected.
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 to the CRM.
If an email thread starts with your shared inbox in the conversations tool, you cannot switch to reply using your personal connected inbox mid-thread. The replies will not continue to log to HubSpot because this will create a new thread that HubSpot cannot detect.
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.
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