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Track replies to marketing emails sent to your connected inbox

Last updated: April 26, 2022

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

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.

Requirements

For a marketing email reply to be tracked in HubSpot:

  • You must have a personal email or team email connected to HubSpot before you can start tracking replies.
  • You must set the connected email as the marketing email's Reply-to address.
  • If you set an email's Reply-to address to the contact owner, the owner must have an inbox connected.

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.

reply-tracking-configure-email-settings-1

Please note: HubSpot cannot track replies for an alias of a connected inbox. You must use the connected inbox directly as the From address or Reply-to address to track replies.

After sending your email, HubSpot will then track and log reply emails:

logged-reply-on-contact-timeline

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

Use 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
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