Connected Email

Log email replies in the CRM

Last updated: September 17, 2020

Applies to:

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.

Please note: the maximum file size for logging attachments for outgoing and incoming emails is 30MB. 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 sent using a connected inbox

Replies to emails will be logged automatically on the contact's timeline if you have connected your inbox and the following is true:

  • The original email was sent through the CRM or sent from your connected inbox's email client with the Log checkbox selected. A connected inbox is required in order to send emails from the CRM.
  • The original email was not sent to an email address or domain listed in your Never Log list.
  • The inbox is still connected when the reply is received.
  • The reply is sent to an inbox connected by the user who originally started the thread.
  • The sender of the reply is an existing contact in HubSpot.

Replies to emails that were not previously logged

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.

Replies to emails that were sent from non-contacts

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 contacts@domain.com (an existing contact), but the contact replies using contacts-alias@domain.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.

Incoming emails from non-contacts

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. 

Replies to email filtered to another folder (IMAP inboxes only)

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.

Replies to emails sent from a shared inbox

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.

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.

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