topic Re: Trouble linking IONOS webmail to Hubspot in Sales Email

Trouble linking IONOS webmail to Hubspot

DDormer — Wed, 03 Nov 2021 19:51:44 GMT

I am fairly new to the free version of Hubspot, although I have configured it, including integration to an IMAP email server, in my business and have been using it for three years. I am now trying to use it for a second organization and am having trouble with the email integration.

I am trying to connect IONOS webmail to Hubspot, to receive inbound messages and to reply or originate messages from Hubspot using the IONOS webmail email account. I have set up the IMAP settings in Objects/Activities/Email Logging. I have also added the specific email address in Settings/General/Email. I have also copied the appropriate forwarding address (########@forward.hubspot.com) and created a forwarding link in my IONOS Webmail email client, and separately tried a BCC address (########@bcc.hubspot.com) from my IONOS email client. (Screen shots attached.)

I have three problems/questions:

Neither forwarding or BCC is working at all. Nothing is coming through to Hubpot.

Previously, I was able to forward or BCC messages to Hubspot, but that was when I was mistakenly using a support@########.hubspot-inbox.com (I think) forwarding address. However, these messages all show up in all users’ inboxes as unassigned email messages. That is not an acceptable alternative.

When I originate a message, or reply to a message in Hubspot, the sender name shows “Name at olconline” but the email address shows as support@#########.hubspot-inbox.com. I would expect the return email address to be my proper email address. (That is how it works in my other organization.)

One more observatioin that might be relevant: I note from the Hubspot website that to be compatible, the email client must create a forwarding message that begins with: “-----------forwarded message--------“. I note that the IONOS webmail client uses the phrase “----------------original message--------------“. I wonder if this is significant to Hubspot’s ability to recognize the message and associate it with the correct user.

From this, I conclude that either I’m screwing up something that should be pretty obvious (my bad), or there is an inherent incompatibility between IONOS webmail and Hubspot, whether the above observation is it or not.

Please advise. Thanks in advance.

Betreff: Trouble linking IONOS webmail to Hubspot

MiaSrebrnjak — Thu, 04 Nov 2021 16:47:31 GMT

Hi @DDormer,

Thank you for reaching out to the Community!

As I answer your questions, I also wanted to explain that there are two different ways you can connect your email to HubSpot:

as a personal email (Settings/General/Email), which will enable you to send one-to-one emails from the CRM, log email replies to the CRM and install HubSpot Sales to access the sales tools in your inbox. I wanted to point out that incoming emails will not log in HubSpot automatically if your email is connected as a personal email - only direct replies to emails that are already logged in the CRM will get logged automatically. For all other emails, you will need to use the HubSpot FWD or BCC address or log them manually.

There are a couple of requirements that need to be met in order to use the BCC/FWD logging, you can find them in this article, which you've already checked if I'm not mistaken. The absence of "Forwarded message" in your messages just might be the reason why the forwarded emails are not logging: could you try what @JimA suggested in his reply in this Community article? Thank you.

We've seen that users were able to successfully connect an IONOS email to HubSpot via IMAP before, so the email connection itself shouldn't be the issue here.

The second option is to connect a team email in the tool Conversations, so your team can view, manage, and reply to emails in the conversations inbox (Settings/Tools/Inbox/Inboxes). Conversations currently only support emails that are hosted with Office 365 or Google, but you can set up a hosted email in HubSpot to forward all incoming emails there (instruction here), if you email is hosted with a different provider like in your case. This is the email you mentioned above (support@########.hubspot-inbox.com) and it's a different email from the FWD/BCC address.

The messages that you forward to the HubSpot-hosted fallback email will show under Conversations > Inbox and will be visible to all users in the account. You've mentioned that this is not an acceptable option in your case. If you still decide to use the fallback email, I wanted to let you know that you can customize the address of the fallback email so the recipients see your actual email address.

I also wanted to add that you cannot use a single email account as both your personal email and team email in HubSpot. If you need to use both the conversations tool and send one-to-one emails, you must connect two different email accounts.

I hope this helps!

Cheers
Mia, Community Team

Re: Trouble linking IONOS webmail to Hubspot

DDormer — Fri, 05 Nov 2021 14:54:50 GMT

Hi Mia,

Thanks for the response. I have tried JimA's proposed test from the thread you pointed me to. Specifically, I manually forwarded messages from IONOS webmail, modifying the header from "------------------Original Message--------------" to "--------------Forwarded message--------------" as shown in the article. I note that the order of the header content is different from the sample, so I tried with both orders--"From:, To:, Date:, Subject" and "From:, Date: Subject:, and To:" sequences. Neither show up in Hubspot.

That said, I think there's a bigger problem I nave **bleep** up. The basic configuration of the personal email account itself. When I try to create an email message in Hubspot by selecting "Compose", not a reply, the sender email shows up as support@########.hubspot-inbox.com. (See attached) That ain't right.

What is the next step, or is there some inherent incompatibility between IONOS webmail and Hubspot? As you said, others have integrated IONOS webmail with Hubspot, which suggests I've **bleep** something up. Configuration screen shots are in the first post in this thread.

I really love Hubspot. Just need to make it work with IONOS webmail, or may have to switch all the email address to gmail aliases. That might do the trick?

Thanks for your assistance. BTW, I'll be off line today travelling. Will be back at it over the weekend and Monday.

Doug

Re: Trouble linking IONOS webmail to Hubspot

MiaSrebrnjak — Wed, 10 Nov 2021 16:15:41 GMT

Hi @DDormer,

Thank you for your message, I apologize for the delay in my reply.

1. Sorry to hear that the proposed workaround didn't solve the problem; I would therefore like to ask you for additional information to be able to investigate this further:

Your account ID and email address that you've connected with HubSpot.
A screenshot of your email settings: Settings > General > Email and a screenshot of your configuration of the tool Conversations: Settings > Tools > Inbox > Inboxes > click on "Edit" next to your connected email.
A header of an email that you've tried to forward to HubSpot - here's an instruction how to obtain the email header.

Could you send me this information in a direct message via my Community profile? Thank you!

2. Because the Inbox in the tool Conversations is a shared inbox that customer service or sales teams use to view, manage, and reply to conversations, you can only use the connected team email address as the From address when you're sending an email from there.

If you wish to choose between the connected team email address and your personal email address as the From address when you're sending an email, I would recommend to send the email directly from the contact record:

You have the option of choosing between the available From email addresses there:

If you prefer using Conversations - you can change the From address your recipients see when you're sending emails via Conversations (so it's not support@...) during the configuration process of a connected email:

Cheers,

Mia