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Track replies to marketing emails sent to your connected inbox

Last updated: May 5, 2021

Applies to:

All products and plans

After you've connected your Gmail or Outlook inbox to HubSpot, you can track replies to your marketing emails. Reporting data for your emails will include reply rates, and you can segment lists or configure workflows based on whether your contacts replied to your emails.

reply-tracking-contact-timeline-activity

Requirements

  • You must have a personal email or team email connected to HubSpot before you can start tracking replies. If you configure an email's Reply-to address to go to the contact owner, the owner must have an inbox connected.
  • HubSpot will only track new replies to connected inboxes. Historical replies to marketing emails will not be tracked.

Please note: automated replies, such as out-of-office messages, are filtered and excluded from reply data.

Configure reply tracking for a marketing email

  • In your HubSpot account, navigate to Marketing > Email.
  • In the top right, click Create email or click the name of an existing email to edit it.
  • Click the Settings tab.
  • Click the Reply-to dropdown menu and select a connected inbox.
    • If you want to use your From address as your Reply-to address, select the Use this as my reply-to address checkbox.
    • If you select {{owner.email}}, the contact's owner must have an inbox connected.

reply-tracking-configure-email-settings

Log and respond to email replies on the contact timeline

If you connected a team inbox to HubSpot, any time a contact replies to one of your marketing emails, their reply will be logged on the contact timeline. You can review their response, compose a reply back, or forward the email to another member of your team.

logged-reply-on-contact-timeline

Please note: to log replies to marketing emails with a connected personal email, you must first respond to the marketing email reply, then log your response as a logged sales email. After you've logged the response, the original marketing email reply will appear in the thread history of the logged email.

Analyze replies for your sent marketing emails

After your email recipients reply to your emails, you can analyze the results alongside your other email performance data. To view the reply rate to all your emails: 

  • In your HubSpot account, navigate to Marketing > Email.
  • Click the Analyze tab.
  • The total number of replies and the corresponding reply rate are shown in the Recipient engagement report.

reply-tracking-performance-analyze-tab

You can also review the replies for an individual email:

  • In your HubSpot account, navigate to Marketing > Email.
  • Click the name of an email.
  • Click the Recipients tab.
  • In the left sidebar menu, click Replied.

reply-tracking-analyze-recipients-tab

Using reply data in lists and workflows

You can use reply data when setting the criteria for a contact list or when setting enrollment triggers for a workflow, by using the First Marketing email reply date, Last Marketing email reply date, or Marketing emails replied contact properties.

You can also segment contacts based on whether they replied to a specific email:

  • When configuring the criteria for your list or the enrollment triggers for your workflow, select Marketing email as the filter type.
  • Select a specific marketing email.
  • Select Contact replied to email.
  • Click Apply filter.
segment-contacts-by-replied-to-email-property