Track and log emails with the HubSpot Sales Chrome extension

Last updated: August 20, 2018


While you can send emails from the CRM contact timeline with a connected inbox, you can send tracked and logged emails from your inbox with the HubSpot Sales Chrome extension.  

Please note: if you've enabled General Data Protection Regulation (GDPR) functionality in your account, your legal team is the best resource to determine how your company uses email logging and tracking. You can also customize your extension settings to disable this functionality for a specific message or for specific contacts or email domains. Any existing contacts who have not granted a lawful basis for data processing will be tracked anonymously

Before getting started, please note the difference between a tracked email and a logged email: 

  • Tracked email: tracking an email gives you insight into how the recipient interacts with the email. You'll be notified when the contact opens the email via a pop-up notification on your desktop. Sales Starter and Professional users will be notified when the recipient clicks a link in the email as well. This information will also be stored in your HubSpot Sales Chrome extension in the upper right-hand corner of your Chrome browser and in your HubSpot activity feed under Sales Tools > Activity Feed. Tracked emails are for gathering information on how a recipient interacts with your email and do not get recorded on a contact timeline in HubSpot. 
  • Logged email: a logged email is recorded on the recipient's contact timeline in HubSpot. That way, you can keep a record of your email communication with a prospect in HubSpot to help you understand where they are in your sales funnel. You can also use this history of logged emails to keep track of past relations and make sure you're communicating regularly with your most promising leads. Logged emails are for recording your interactions with the contact and do not give you insight into open or click information

You can send an email that is both tracked and logged. That way, you'll receive open notifications as well as having a record of the email communication in HubSpot. You can also set defaults for tracked and logged emails.

This article covers tracking emails and logging emails.

Tracking emails

To send a tracked email from Gmail: 

  • Log into your Gmail account and compose a new email. 
  • Enter the email recipient, the subject line, and the email body. Check the Track box and then click Send
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Unopened email

Before your contact opens the email, the email subject line and recipient will show in your activity feed as Unopened.  

  • To access your activity feed in HubSpot, navigate to Sales Tools > Activity Feed. You can find the email tracking information under the All activity tab or under the Email activity tab. Depending on the recipient, it could end up under additional tabs. 

  • To access your activity feed from the Chrome extension, click the HubSpot sprocket icon sprocket in the upper right-hand corner of your Chrome browser. You can find the email tracking information under the All activity tab or under the Email activity tab. Depending on the recipient, it could end up under additional tabs. 
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Opened email

Once the recipient opens the email, you'll receive a real-time pop-up notification on your desktop. When you navigate back to your activity feed or Chrome extension feed, you'll see the email information marked as Open.

Click the dropdown menu below the contact's name to see when the recipient opened your email and where. 

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Additional resources on email tracking and sales notifications

To learn more about how email tracking and sales notifications work with the HubSpot Sales Chrome extension (or the Office 365 add-in and the Outlook desktop add-in), check out these articles: 

If you set up real-time lead revisit notifications, each time a lead visits your website, you'll receive a pop-up notification as well as the visit information in your activity feed.

Logging emails

To log an email and add new contacts to your HubSpot CRM account from a logged email, the email address you send from in your email client must be one of the following:

  • A user in your account
  • One of your connected email addresses under Account Menu > Profile & Preferences
  • An alias in your email client  

You can specify email addresses and domains that you never want to log emails for in your HubSpot account settings. Or you can add these email addresses and domains in your Chrome extension settings

Please note: emails larger than 15 MB will not log to your HubSpot account. Attachments count towards this limit. Your email will still be delivered successfully to the contact, but you will not see the email logged to their record.

How to send a logged email

To send a logged email from Gmail: 

  • Log into your Gmail account and compose a new email. 
  • Enter the email recipient, the subject line, and the email body. Check the Log box and then click SendIf the recipient's email address is not present in your HubSpot CRM, logging an email will automatically create a new contact in HubSpot.
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View the logged email in HubSpot

To see the logged email in HubSpot, navigate to the contact record (if the recipient is not a contact yet in HubSpot, they will be created as one): 

  • In your HubSpot account, navigate to Contacts > Contacts.
  • Click the name of the contact who received the email to open the contact record. 
  • On the timeline, you'll see a copy of the email. You'll also see the following options: 
    • Expand: to see the full body of the email, click Expand. To see only the first few lines, click Collapse.
    • Edit: add or remove a company or deals to associate with this email. The company record and the deal records must be associated with the contact to add them here.
    • Actions: choose to delete or reply to this email. 
    • Reply: click Reply to send an email reply to the contact from HubSpot.  

Please note: to send email replies from HubSpot and log incoming replies to HubSpot, you must have a connected inbox

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