How Email Logging Works in HubSpot

How it works

HubSpot logs the emails you choose, not everything in your inbox. You decide which conversations go into the CRM by checking Log in the HubSpot Sales extension.

• Logging: an email is logged when you check Log or send it from HubSpot. After that, replies in the same thread log on their own.
• Defaults: Log and Track start unchecked on every new email in Gmail and Outlook.
• Where it shows up: a logged email automatically attaches to the contact plus the contact's associated company and deals. You don't pick records yourself, and anyone working the account can see the conversation.

Personal and off-topic emails stay out of HubSpot unless you log them. Deal and customer emails need you to check Log.

What logs on its own and what doesn't

Tracking is separate from logging. You can log without tracking, or track without logging. Open and click notifications only come when Track is checked.

The rule: log every deal and customer conversation

Check Log on any email to a contact who has an open deal or is an active customer. You only need to do it on the first email in a thread. Replies after that log on their own.

• Prospects with an open deal: always log.
• Active customers: always log, especially anything about renewals, expansion, pricing, or issues.
• Early prospecting with no deal yet: your call. If it turns into a deal, start logging then.
• A customer emails you out of the blue: reply with Log checked so the rest of the thread is captured.
• Easiest option for deal emails: send from the contact, company or deal record in HubSpot. Those always log.

How to log and track an email

Gmail (HubSpot Sales Chrome extension)

1. Open a new email or a reply.
2. In the HubSpot toolbar on the compose window, check Log. Check Track too if you want open and click notifications.

3. Send. HubSpot attaches the email to the contact, company, and deal for you.

Outlook (HubSpot Sales add-in)

1. Open a new email or a reply.
2. In the HubSpot pane or ribbon, turn on Log (and Track if you want notifications).

3. Send. HubSpot attaches the email to the contact, company, and deal for you.

Missed one? Forward the email or thread to your HubSpot BCC/forwarding address (found in the extension settings) to log it after the fact.

Helpful tips

• Check that it logged: open the contact or deal in HubSpot and look for the email in the activity timeline.
• Keep contacts associated with their companies and deals: the email reaches the company and deal only if the contact is associated with that company and deal in HubSpot. If a company or deal record is missing emails, check that first.
• Use HubSpot templates and sequences: emails sent through them log automatically and save you time.
• Keep the subject line the same: replies log only when they stay on the original subject.

Keeping an email out of HubSpot

• One-off email: leave Log unchecked. That's the default, so you don't need to do anything.
• A person or domain you never want logged (personal contacts, recruiters, your lawyer or accountant): add them to your never log list in the HubSpot extension settings.
• Logged something by mistake: ask a HubSpot admin to remove it from the record's timeline.

FAQ

Can I make Log checked by default just for me? No. The defaults were set for the whole account, and HubSpot's account-wide settings override personal ones. You'll need to check Log on each new thread.

I checked Log but the reply didn't show up. Why? Replies log only if the subject line stays the same and your inbox is still connected to HubSpot. If the subject changed, forward the reply to your BCC address.

Questions? Reach out to Mike Silva.