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Email logging

Who can use it. Office staff on organisations that keep their deals in Summit Hub. Owners and overseers can make a new organisation address. Owners, overseers and anyone allowed to manage logged emails can change the never-log list. Not available while your deals live in HubSpot. This feature is still being rolled out, so you may not see it yet.

Your log addresses

Every deal has its own log address, and your organisation has one shared address. Put a log address in Bcc when you email a client, and a copy of the email is kept for your team.

  • The organisation address is in Settings → Client experience → Email logging. Press Copy to put it on your clipboard.
  • A deal's address is on the deal page, in the Log emails to this deal box under the contacts. Press Copy to grab it.

Emailing a client from a deal

On the deal page, Email client opens your mail app with the deal's contacts already in To (the primary contact first) and the deal's log address already in Bcc. Write the email and send it as usual.

If none of the deal's contacts has an email address, the button is greyed out. Add an email to a contact and it comes back.

Checking it works

The Email logging tab has a Send a test box. Email any contact and Bcc the organisation address. The box ticks itself off when the email arrives, usually within 3 minutes, and names the deals it was logged to. While it waits it says Waiting for your test email….

If the email arrived but wasn't kept, the box says why in one sentence, for example that it came from an address that isn't a Summit user, or that nobody you emailed is a contact. Fix that and send another test. The box only looks at the last 30 minutes.

An email from an address that isn't a Summit user can't be matched to you, so the box says it "couldn't match it to you" and explains what to fix if it was your test. It might have been someone else's. The same goes for an email that uses your address but that your email provider couldn't prove came from you: the box treats it as unmatched, and it never replaces a test of yours that did get through.

Setting it up in your mail program

Outlook and Gmail can't add a Bcc to every email for one person. So either add the address yourself each time, which is quick once it is saved as a contact, or ask your Microsoft 365 or Google Workspace admin to set up a rule that does it for the whole team.

Outlook (new Outlook and Outlook on the web)

  1. Copy the organisation address from the Email logging tab.
  2. In Outlook, open People and choose New contact.
  3. Save it as a contact named "Summit log", with the address you copied as its email address.
  4. When you email a client, type "Summit log" in the Bcc box and pick the contact. If you can't see Bcc, choose Bcc next to To.

Classic Outlook

  1. Copy the organisation address.
  2. Go to People (or Contacts) and choose New Contact.
  3. Save it as a contact named "Summit log", with the address you copied as its email address.
  4. When you email a client, type "Summit log" in Bcc. To show Bcc for good, open a new email, go to Options and turn on Bcc.

Outlook on your phone

  1. Add the "Summit log" contact on your computer or on the web first. It syncs to your phone.
  2. In a new email, tap the arrow next to To to show Cc and Bcc.
  3. Type "Summit log" in Bcc and pick the contact.

Gmail and Google Workspace

  1. Open Google Contacts and choose Create contact.
  2. Name it "Summit log" and paste the organisation address as the email.
  3. In Gmail, open a new email and choose Bcc at the right of the To line.
  4. Type "Summit log" and pick the contact.

Apple Mail

  1. Open Contacts and add a contact named "Summit log" with the organisation address as the email.
  2. In Mail, open a new message.
  3. On a Mac, choose View, then Bcc Address Field. On an iPhone, tap Cc/Bcc.
  4. Type "Summit log" in Bcc and pick the contact.

Microsoft 365 admin: set and forget

  1. Open the Exchange admin center and go to Mail flow, then Rules.
  2. Choose Add a rule, then Create a new rule. Name it "Summit CRM logging".
  3. Apply the rule if the sender is inside the organisation and the recipient is outside the organisation.
  4. Do the following: add recipients to the Bcc box, and pick the organisation address.
  5. Save the rule, turn it on, and send a test.

If you prefer PowerShell, the Email logging tab shows the same rule as an Exchange Online PowerShell command with your address already filled in.

Every email your team sends outside the organisation then gets a copy. Summit Hub keeps only the ones to your contacts and throws the rest away.

Google Workspace admin: set and forget

  1. Open the Google Admin console and go to Apps, Google Workspace, Gmail, then Routing.
  2. Under Routing, choose Configure (or Add another rule) and name it "Summit CRM logging".
  3. Under messages to affect, tick Outbound.
  4. Under Also deliver to, choose Add more recipients, then Add, and enter the organisation address as a Bcc.
  5. Save, then send a test.

Which deal does it go to?

  • An email to a deal's own address goes to that deal.
  • An email to the organisation address goes to all of the client's open deals, or to their latest deal if none are open.
  • If it lands in the wrong place, Hide or Move it from the deal's activity. Owners, overseers and anyone who can manage logged emails can do this.
  • To have the client's replies logged too, put the deal's address in Cc instead of Bcc.

The never-log list

Some people should never show up on a deal: your accountant, your lawyer, a personal address. Add them under Never log on the Email logging tab. You can add one address (jo@example.com) or a whole domain (@example.com). A domain covers that exact domain, not its subdomains.

Any email with a never-log person on it isn't logged at all, even if a client is on it too or it went to a deal address. Owners, overseers and anyone allowed to manage logged emails can see and change the list. Everyone else sees who can.

What gets logged, and what doesn't

When a log address receives an email, Summit Hub checks it before keeping anything:

  • It must really come from who it says. Email that fails the sender's domain checks (SPF, DKIM and DMARC) is not kept. If your domain has no DMARC record, ask whoever runs your email to add one, or your logged emails will be turned away.
  • The organisation address only accepts your team. An email to it from anyone who is not a staff member of your organisation is not kept.
  • A deal's address accepts your team and that deal's contacts. So a client who replies with the deal address still in Cc lands on that deal as an incoming email. A client writing to the organisation address does not.
  • Out-of-office replies and meeting responses are not kept.
  • Anyone on your never-log list in From, To or Cc means the whole email is not kept.
  • The same email twice (for example a manual Bcc plus a Microsoft 365 rule) is kept once. If one copy went to a deal's address, the email ends up on that deal, whichever copy arrived first. Copies sent only to the organisation address wait about two minutes before they are filed, to give a deal-address copy time to arrive.

Summit Hub keeps the text of the email and a cleaned copy of its formatting, and the names and sizes of attachments. It does not keep the attachments themselves. For encrypted email it keeps only the subject and who it was between.

Making a new organisation address

If the organisation address ends up somewhere it shouldn't, an owner or overseer can press Regenerate on the Email logging tab. The old address stops working straight away. If you have a Microsoft 365 or Google Workspace rule that forwards to it, change that rule to the new address.

Connecting your Microsoft 365 mailbox

Instead of remembering to Bcc, you can connect your own Microsoft 365 mailbox. Open Settings → Client experience → Email logging and choose the Connect your mailbox tab, then press Connect your mailbox. Microsoft asks you to sign in and to let Summit Hub read your mail. Once you accept, the tab shows the address you connected.

Summit Hub only keeps emails to or from your contacts. Each person connects their own mailbox; nobody can connect yours for you.

  • Disconnect on the same tab removes Summit Hub's access straight away. Emails already logged stay on their deals.
  • "Needs an admin to approve": some organisations only let their Microsoft 365 admin approve new apps. If that happens, the tab shows a short message to send your IT person, with the link they need. When they have accepted, come back and press Connect your mailbox again.

Once connected, emails you send to a contact, and their replies, appear on that contact's deals within a few minutes, with no Bcc. Summit Hub checks who an email is to and from before it reads anything else: mail that involves nobody in your contacts, or anyone on your never-log list, is never read in full and never kept. An email that was also Bcc'd, or that a colleague with a connected mailbox was on, shows once, not twice. Mail from before you connected is not brought in.

  • "Needs reconnecting": if Microsoft stops accepting Summit Hub's access (for example after a password change, or if access was removed), the tab says so and logging from your mailbox pauses. Press Connect your mailbox to pick up again.