Track replies to marketing emails sent to a connected inbox

After you've connected your email address to HubSpot, you can track replies to your marketing emails. You can then analyze reply rates for marketing emails, or log replies to HubSpot. 

Before you get started

Before you begin working with this feature, make sure to fully understand what steps should be taken ahead of time, as well as the limitations of the feature and potential considerations of using it. 

Understand requirements

For a marketing email reply to be tracked in HubSpot:

• The email address the reply was sent to must be connected to HubSpot as a team email or personal email.
• 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.

Understand limitations & considerations

• HubSpot will only track replies to marketing emails sent after connecting an inbox. Replies to marketing emails sent before that time will not be tracked.
  
• 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.
• Automated replies, such as out-of-office messages, are filtered and excluded from reply data.
  

Track replies to marketing emails

You can track replies to marketing email that are sent to a connected inbox, either a team email or personal email. Replies sent to a team inbox are automatically logged, while replies sent to a personal inbox must be replied to, then logged manually. 

Track replies to a marketing email sent to a team inbox

1. In your HubSpot account, navigate to Marketing > Email.
2. Click the name of a drafted email, or click Create email in the top right. 
3. In the email editor, click the Inbox tab. 
4. To set your connected inbox as the From address, click the From address dropdown menu and select your email address. By default, the from address will be used as the reply-to address. 
5. To set a different reply-to address: 
   • Clear the Use this as my reply-to address checkbox. 
   • Click the Reply-to address dropdown menu and select an email address with a connected inbox. 
6. Send the email.
7. When a contact replies to the email, the reply will be logged on their contact timeline. 

Track replies to a marketing email sent to a personal inbox

1. In your HubSpot account, navigate to Marketing > Email.
2. Click the name of a drafted email, or click Create email in the top right. 
3. In the email editor, click the Inbox tab. 
4. To set your connected inbox as the From address, click the From address dropdown menu and select your email address. By default, the from address will be used as the reply-to address. 
5. To set a different reply-to address: 
   • Clear the Use this as my reply-to address checkbox. 
   • Click the Reply-to address dropdown menu and select an email address with a connected inbox. 
6. Send the email.
7. When a contact replies to the email, send a reply to their response. 
8. Log your reply using one of HubSpot's sales extensions. The original reply will now appear on the contact timeline. 

Analyze reply data for sent marketing emails

After recipients reply to your marketing emails, you can view overall reply trends or reply data for a specific email. 

Review reply data for all marketing emails

1. In your HubSpot account, navigate to Marketing > Email.
2. Click the Analyze tab.
3. Review the reply rate displayed in the Recipient engagement report. 

Review reply data for an individual marketing email

1. In your HubSpot account, navigate to Marketing > Email.
2. Click the name of a sent email.
3. On the email performance page, click the Recipients tab.
4. In the left sidebar menu, click Replied.