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Email Logging Governance Policy

Purpose: To maintain HubSpot as a clean, accurate system of record, only customer‑facing communication should be logged. This ensures clear visibility for Sales, Service, and Leadership while preventing internal or sensitive information from cluttering customer timelines.

1. Emails That Should Be Logged

✔ Customer‑Facing Emails

Log any email where a customer is in the To/CC line.

Examples:

  • Product questions

  • Pricing discussions

  • Order updates

  • Issue resolution

  • Follow‑ups or check‑ins

2. Emails That Should Not Be Logged

✘ Internal‑Only Emails

Emails involving only IMS employees.

Examples:

  • Peer‑to‑peer questions

  • Internal planning

  • “What do you think about this?”

  • “Can someone help with this?”

✘ HR, Personnel, or Sensitive Topics

Never log these under any circumstances.

3. Gmail Logging Requirements

Because Gmail logging is controlled by the HubSpot extension, users must verify logging settings before sending.

Step 1: Check Whether “Log” Is Selected

  • Customer‑facing email: Log should be checked

  • Internal email: Log must be unchecked

Log Email 2

Step 2: Confirm Where the Email Will Be Logged

Gmail displays the HubSpot records the email will attach to (Contact, Company, Deal, Ticket, etc.).

This prevents:

  • Internal emails from being logged

  • Emails attaching to the wrong record

  • Timeline clutter

Summary

  • Log only customer‑facing communication

  • Keep internal and sensitive emails out of HubSpot

  • Gmail users must verify logging settings before sending