Email to Lead creates Organization/Contacts - it probably shouldn't

When you email a Lead and CC your InSightly email address, InSightly appears to create a Contact and Organization for the Lead.

Our Sales staff are saying it shouldn't really work like this. i.e. that the Lead should be qualified into an Opportunity before a Contact/Organization is created for them. This makes sense to me. Anyone else think the same?

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Comments

39 comments
  • Interesting topic. Will certainly follow this to see how to work around what you mentioned.

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  • I agree! We're trying to use the segmentation provided with lead tracking to keep our leads in one place and clients in another (contacts / organizations), but it's hard because the BCC feature creates a fully new record for the lead in contacts and organizations. The bcc email address really shouldn't create a duplicate record, rather, it should recognize the email address as a lead and file the email as such.

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  • At the very least, you should be able to merge the lead into the contact that the email created.  This makes for a very messy situation.

     

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  • This seems like a complete flaw in the system that should have been caught a long time ago.

    Insightly: What is the work around for this? How do you recommend communicating with new leads, allowing for a history of the communications within Insightly, without a contact being created prematurely? And please don't say that this is something that the sidebar will fix since many people just don't use GMail and/or Chrome.

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  • Thank you all, we already have a fix which we are testing. We will update you as soon as release the fix.

    Thank you,

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  •  Just wanted to let you all know that we have release the fix.

     Thank you for your patience!

    Happy Friday!!

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  • Hi there - just tested this by sending an email to a lead and using the insightly bcc address. a new contact and organization was still created. Can you elaborate on the fix because the problem persists..

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  • We had our leads convert to Contacts when we sent an email to them.  Now this does not happen anymore.  How do we convert these leads to contacts when we email them?  I did not like that at first, but now we have created a process that we can attach all communication with that contact through gmail.  We can't connect the emails to the leads in gmail.  Please let me know how this can be done.  Changes like this that effect how the system works should be communicated to all users in some way.

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  • @Jim- Sorry to hear you're having trouble. The issue of a Contact being created when emailing a Lead was a Bug we have fixed as mentioned by Nipuna above.

    In order to convert a Lead into a Contact you will need to manually convert the Lead under Actions > Convert Lead.

    I was not able to replicate your issue when emailing a Lead from Gmail. The steps I took were to send an email to an existing Lead from Gmail. The email was linked to that Lead. Can you provide more specifics on what steps you are taking?

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  • When one of our leads sends a response to our email we go on gmail and use the insightly gmail gadget to link the response to that contact.  It does not link to the people that are still in Lead Status.I am fine with them not automatically moving to contact, I would just like the gadget to link the response to the lead if that is possible (like it does to the contact).

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  • @Jim- The gadget does not have the ability to link the email to your Lead however our new Sidebar does. :)

    @Katherine- Nipuna is looking into your comment and will get back to you soon.

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  • @Katherine- We have fixed your issue related to sending an email to a lead and using the insightly bcc address. Please confirm when you get a chance.

     

    Thank you for using Insightly,

     

     

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  • thank you! yes, the fix works perfectly... huge help!

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  • As per Jim's request - I cannot get emails to link to leads in SideBar. And not ready to convert. Please advise.

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  • @ningall- You mentioned your not ready to convert, Jim was using the gadget. Are you using the Gadget or the Sidebar?

    Please note that only the Sidebar will be able to link the email to a Lead, the Gadget will not this option.

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  • First...This feature (creating a contact from an email match from a lead) doesn’t make sense.  It requires double entry b/c leads do not automatically create contacts, and you can’t automatically create a lead from a contact (at the click of a button).  So why would it create a new, empty contact with just the email for all the leads based on email communication.  It seems very messy and prone to cluttering your database (which is why we moved to Insightly).

    Second, @Nora D., you said it was a bug that was fixed on Jul 30th, and it was confirmed to be fixed by Katherine.  Can you tell me where things stand?  I just received an email from my wonderful Katie - insightly helper, and she acted as though this was the normal process, and you couldn't opt out of this in settings.

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  • @Holly - I just replied to your support ticket, but I would like to clarify the difference between these 2 issues:

    1. Previously we were experiencing an issue where when e-mailing a Lead and adding your Insightly Mailbox Address in the CC/BCC field, Insightly would create a new Contact/Organization for that Lead. As Nora & Nipuna mentioned in this thread, that issue has since been resolved. If you have discovered otherwise, let me know.

    2. If you e-mail a Contact and add your Insightly Mailbox Address in the CC/BCC field, Insightly will scan the message header for email addresses and domains in that email, and then automatically link the message to matching Contacts or Organizations. If Insightly does not find matching records, it will create those for you. This is working as designed, and there is currently not a way to turn this feature off.

    I hope that helps to clarify! Thanks again for all your comments and suggestions :)

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  • Katy W -- #1 from your list still happens for me :-(

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  • Hi Michael, I'm from Customer Support too and and happy to look into this further for you.

    Can you provide your steps for sending the email out to your Lead and which field you are putting your Insightly email address in (CC or BCC)?

    Thanks!

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  • Hello,

     

    I am having a problem with insightly adding a contact when using the insightly email to a task.....everytime I use the insightly email it is creating a contact...I do not want this to happen, how do I turn it off?

     

    LMK thanks!

     

    Jessica

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  • Hi Jessica:

    There is not a way to turn this function off. 

    When Insightly receives an email and a matching Contact is not found via email address, a new Contact is created to keep related items together. 

     

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  • But it is creating a contact for MY insightly email: project email that Insightly assigns.....

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  • Hi, Lyla,

    Generally, we've used the BCC field to insert the Insightly email. And, this is preferred so the lead does not see this email address.

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  • Hi Jessica: Users are assigned a Contact record in Insightly when added to the account and all emails associated with the email address on your User Profile will be linked to the record as designed.

    @Michael - BCC is definitely an option. (Some email service providers may mask the BCC line too well, and Insightly will have a hard time determining who the message is for and link it properly. If this is the case, you can create a Contact in your email address book that contains your Insightly mailbox address, for example "My Insightly Mailbox." You can then use that contact in the CC field to mask the Insightly email address from your email recipients.)

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  • Hi There - I am actually finding that this problem persists. Today I sent 3 emails to leads that had been entered as such, and Insightly has created new contacts and organizations for these people. Could you please provide an update on whether a new fix is underway?

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  • I agree that a fix would be preferred. Right now I send emails to Leads directly from their Insightly profile (Leads>Lead Name>Emails>Send Email). The email goes out, but it's not linked to the Lead. So I have to find the email in Insightly, delete the new Organization/Contact link, link the original Lead, then go though Organizations and Contacts to delete the newly-created entries. 

    It's very time consuming, but it's the only way to keep things uncluttered and organized (which is the point of a CRM in the first place).

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  • Thank you all for your additional feedback, I'm passing this along to our Product Team and will keep you posted!

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  • When I send emails out through gmail to people that are leads, but are NOT in Insightly yet as LEADS, it creates a Contact and Organization for them.  Is there an option to create to a LEAD rather than CONTACT/ORGANIZATION on receipt of the bcc email from gmail?

    It's very time consuming to change the contact to a LEAD, then remove the Organization.

    We receive Contact Us Form requests from a manufacturer that we represent.  Thus, we do not have the option to use the WEB to LEAD service.

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  • Hi Brian,

    This feature isn't available. You would need to manually add the user as a Lead.

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  • I have been entering leads into the Leads in Insightly and it is creating an organization, but it isn't linked to the lead.  From what I have read, this problem has been fixed.  Is there something I'm missing?  

    As well, I can no longer insert my insightly email into the bcc because it won't be recognized by Insightly and won't be 'filed'.  Is this something that is being looked at as well?  It worked seemlessly until I renewed my account in Feburary (a bunch of stuff happened and it's been a bit of a spider's nest getting things figured out).

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