Track and log emails with the HubSpot Sales Office 365 add-in and Outlook desktop add-in

Last updated: August 20, 2018

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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 Office 365 add-in or Outlook desktop add-in.

Before getting started, 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 if you have the HubSpot Sales for Windows tray app installed, or are using a Chrome browser with the HubSpot Sales Chrome extension installed. Sales Hub Starter and Professional users will be notified when the recipient clicks a link in the email as well. This information will be stored in your HubSpot activity feed under Sales Tools > Activity Feed or in your Windows tray app if you're using the Outlook desktop add-in. 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

Keep in mind that you can send an email that is both tracked and logged. That way, you'll have a record of the email communication and open information in HubSpot. 

This article covers tracking emails and logging emails.

Send a tracked email using the Office 365 add-in from Outlook desktop on PC or Mac

To send a tracked email using the Office 365 add-in from your Outlook desktop account on a PC or a Mac: 

  • Log into your Outlook account. 
  • Compose a new email. 
  • Enter the email recipient, subject line, and email body.  
  • Click Sales Tools in the message window. In the pane on the right, check the box for Track email opens (Sales Starter and Professional users will see Track email opens and clicks), then click Send

Please note: real-time notifications are only available if you use the HubSpot Sales Office 365 add-in in conjunction with the HubSpot Sales Chrome extension or HubSpot Sales for Windows tray app (Windows only). If not, you'll only see activity in your HubSpot activity feed.

HubSpot Help article screenshot

Send a tracked email using the Office 365 add-in from an Outlook on the web account or an Outlook.com account

To send a tracked email using the Office 365 add-in from an Outlook on the web account or from an Outlook.com account: 

  • Log into your Outlook account. 
  • Compose a new email. 
  • Enter the email recipient, subject line, and email body. 
  • Click the HubSpot sprocket icon toward the bottom right-hand corner of your email composition window. 
  • In the pane on the right, check the box for Track email opens (Sales Hub Starter and Professional users will see Track email opens and clicks), then click Send

Please notereal-time notifications are only available if you use the HubSpot Sales Office 365 add-in in conjunction with the HubSpot Sales Chrome extension or HubSpot Sales for Windows tray app (Windows only). If not, you'll only see activity in your HubSpot activity feed.

HubSpot Help article screenshot

Send a tracked email using the Outlook desktop add-in (Windows only)

To send a tracked email using the Outlook desktop add-in from your Outlook desktop account on a PC: 

  • Log into your Outlook account. 
  • Compose a new email. 
  • Enter the email recipient, subject line, and email body. 
  • Check the Track Email box in the message ribbon, 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.  

  • In your HubSpot account, navigate to Contacts > 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 may appear under additional tabs.

  • Alternatively, you can access your activity feed from the Windows tray app if you've installed HubSpot Sales for Windows. Click the HubSpot sprocket icon in your Windows tray.
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Opened email

Once the recipient opens the email, you'll receive a real-time pop-up notification on your desktop (if you're using the HubSpot Sales for Windows tray app or HubSpot Sales Chrome extension). When you navigate back to your activity feed, you'll see the email information marked as Open.

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

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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 add-ins (or the HubSpot Sales Chrome extension), check out these articles: 

If you set up real-time lead revisit notifications, each time a lead visits your website, you'll receive the visit information in your activity feed and a pop-up notification if you're using the Windows tray app or the HubSpot Sales Chrome extension.

Logging emails

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

You can specify email addresses and domains that you never want to log emails for in your HubSpot account settingsOr you can add these email addresses and domains in your add-in 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.

The process for logging an email will differ slightly depending on what email account type and add-in you're using: 

Send a logged email using the Office 365 add-in from Outlook desktop on a PC or Mac

To send a logged email using the Office 365 add-in from your Outlook desktop account on a PC or a Mac: 

  • Compose a new email in Outlook.
  • Enter the email recipient, subject line, and email body. 
  • Click Sales Tools in the message ribbon. In pane on the right, check the box for Log this email to HubSpot. Your BCC address will auto-populate in the BCC field.
  • Click Send.
HubSpot Help article screenshot

Send a logged email using the Office 365 add-in from an Outlook on the web account or an Outlook.com account

To send a logged email using the Office 365 add-in from an Outlook on the web account or from an Outlook.com account: 

  • Log into your Outlook account. 
  • Compose a new email. 
  • Enter the email recipient, subject line, and email body. 
  • Click the HubSpot sprocket icon toward the bottom right-hand corner of your email composition window. 
  • In the pane on the right, check the box for Log this email to HubSpot. Your BCC address will auto-populate in the BCC field.
  • Click Send.
HubSpot Help article screenshot

Send a logged email using the Outlook desktop add-in (Windows only)

To send a logged email using the Outlook desktop add-in from your Outlook desktop account on a PC: 

  • Compose a new email in Outlook.
  • Enter the email recipient, subject line, and email body. 
  • Check the Log to CRM box in the message ribbon. Your BCC address will auto-populate in the BCC field.
  • Click Send.
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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.
  • On the contact 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 in order 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: in order to send email replies from HubSpot and log incoming replies to HubSpot, you must have a connected inbox

HubSpot Help article screenshot

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