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Why you should (almost) always log and track emails in Hubspot

Posted by David Lee on Dec 30, 2019 4:58:09 PM

Email tracking and logging is one of the most powerful yet underutilized features of Hubspot. Using Hubspot CRM, you can answer common questions, including:

  • Did your recipient open your email?
  • Did she click on any links?
  • Did he view any attachments?

Why you should log and track.

The biggest benefit is that you get valuable intel on the contact’s state of mind. If they didn’t open your first email, how likely is it that they will open your follow-up? If they opened it several times, you know that something probably caught their attention. This is powerful information that your sales team can use to find out where they need to be focusing their time.

Another benefit is that all activity for a contact is in one place. This means that now, not only the salesperson but also sales management, team members, and support can see all interaction between your company and the contact. This helps reduce cross-communication between team members and, in the case of employee turnover, it eliminates the need to go back into the former employee’s email to get history.

How to enable email logging and tracking

If you send emails from inside Hubspot, emails will automatically be logged and tracked, except for those who have the feature excluded. And there is a Chrome extension and an Outlook plugin for sending emails in your browser or Outlook.

When you should not log and track

One thing to remember is that when you log and track emails, the emails are visible to everyone who has access to the contact record. So there are cases where you don’t want to track and log emails in Hubspot. These include external service providers such as

  • HR
  • Insurance
  • Payroll
  • Attorneys

We also do not recommend logging and tracking emails to internal team members. 

How to stop email tracking for select people or domains

To prevent email logging, you can add specific email addresses or entire domains to the “Never Log” list. 

Hubspot Log and Tracking Settings

In Hubspot, go to the settings icon > Integrations > Email Integrations > Track and Log Tab. Hubspot has step by step instructions on how to configure Hubspot not to track emails

In Google Chrome or Outlook, go to your Hubspot Sales settings and navigate to the Log and Track Preferences. 

Hubspot Extension Settings

Here are detailed instructions for Google Chrome and Outlook

What’s next?

Configuring Hubspot is the first step to improving the productivity of your sales team. The next steps include making sure that your sales team uses the software and that Hubspot is an integral part of your sales process.  

Are you getting the most out of your Hubspot investment? Give us a call and we can help you find out.

 

Topics: Hubspot Practical Guidelines