how to forward an email to hubspot

Forwarding emails to HubSpot is a powerful way to centralize customer communications and streamline your team's workflow. In this step-by-step guide, we'll walk you through the process of setting up email forwarding from your provider to HubSpot's CRM platform. We'll also cover how to manage incoming emails effectively and troubleshoot common issues that may arise.

Setting Up Your Hosted Email Address in HubSpot

To get started with forwarding emails to HubSpot, you'll first need to set up a hosted email address within the CRM platform. Here's how:

1. Navigate to CRM > Inbox in your HubSpot account
2. Click on "Inbox Settings" in the bottom left corner
3. On the Channels tab, click "Connect a channel" and select "Team email"
4. Choose "Other mail account" from the options provided

Next, you can customize how your from name and from address will appear to contacts receiving emails from you. Options for the from name include:

• Agent and company name: displays the user's name and company name
• Company name: displays only the company name

For the from address, you can either use the default HubSpot address or customize it to match your domain. If you choose to customize, you may need to verify domain access.

You also have the option to include a team email signature, which can be personalized with the sender's name using tokens. Once you've configured these settings, you'll be provided with a unique forwarding address to add to your email provider's settings, completing the setup process.

Configuring Email Forwarding From Your Email Provider to HubSpot

To enable email forwarding from your email provider to HubSpot, you'll need to add the unique HubSpot forwarding address provided during setup. Here's how to do it for some popular email providers:

Gmail

1. Click the gear icon and select "See all settings"
2. Go to the "Forwarding and POP/IMAP" tab
3. In the "Forwarding" section, click "Add a forwarding address"
4. Enter your HubSpot forwarding address and click "Next"
5. Confirm the address and select "Proceed"

Microsoft Exchange

1. Open the Exchange Admin Center
2. Navigate to mail flow > rules
3. Click "+" to create a new rule
4. Select "Apply to all messages" and click "More options"
5. Under "Do the following", choose "Redirect the message to" and enter your HubSpot forwarding address

Apple Mail

1. Go to Mail > Setting
2. Select the "Rules" tab and click "Add Rule"
3. Give the rule a name and select the conditions for forwarding
4. Under "Perform the following actions", choose "Forward message" and enter your HubSpot forwarding address

Once you've added the forwarding address, any emails sent to your connected inbox will automatically be logged in HubSpot's CRM, associated with the right contact records. You're now set up to manage all your customer communications within HubSpot.

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Managing Incoming Emails in HubSpot's Conversations Inbox

HubSpot's Conversations Inbox is a powerful tool for managing and routing incoming emails. Here's how to make the most of it:

Setting Conversation Routing Rules

Conversation routing rules allow you to automatically assign incoming emails to the right team members based on criteria like contact owner, email subject line, or message content. To set up routing rules:

1. Go to Conversations > Inbox
2. Click "Routing" in the top right
3. Create a new rule and define your criteria
4. Choose the action (assign to user or team) and save the rule

Customizing Ticket Properties

Ticket properties help you track key info and prioritize incoming emails. Customize them by:

• Navigating to Conversations > Tickets
• Clicking "Edit properties" in the right sidebar
• Adding, removing or reordering ticket properties as needed

Using routing rules and custom properties, you can efficiently triage and assign incoming emails, ensuring timely responses and a great customer experience. It's a core benefit of managing email communications within HubSpot's CRM platform.

Troubleshooting Common Issues with Email Forwarding to HubSpot

While email forwarding to HubSpot is a great way to log communications, you may occasionally run into issues. Here are some common problems and solutions:

Emails Not Forwarding

If your emails aren't showing up in HubSpot, check these requirements:

• Forwarding from a user email in your HubSpot account or connected inbox
• Recipient's email isn't in your "Never Log" list
• Forwarded email is in a HubSpot supported language
• Forwarded message includes both HTML and plain text

Also ensure your email server allows external forwarding and your email client is compatible with HubSpot's forwarding feature.

Incorrect Associations

If forwarded emails are logging under the wrong contact or company, verify:

1. The subject line contains the recipient's email address
2. The contact and company exist in HubSpot with that email
3. No duplicate contacts exist with the same email

Other Troubleshooting Tips

• Check that the forwarding email address is correct
• Ensure you're forwarding the individual reply, not the whole chain
• Clear your browser cache and try again
• Reach out to HubSpot support if issues persist

By working through these common problems, you can get email forwarding working smoothly to keep all communications logged in HubSpot.

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