topic Re: Missing Email Threads in Sales Email

Missing Email Threads

MMunro — Mon, 15 Apr 2024 14:12:59 GMT

Hi,

When searching for a client in Hubspot Deals, once I click on a deal I can see "Overview" and "Activity" You should then be able to see the email thread but this is not always visible. Is it possible to make sure all previous emails are shown on the deal page for each client?

Thanks!

Re: Missing Email Threads

karstenkoehler — Mon, 15 Apr 2024 14:14:25 GMT

Hi @MMunro,

Can you confirm you're looking at an unfiltered timeline or a timeline that shows emails? https://knowledge.hubspot.com/records/filter-activities-on-a-record-timeline

If not, once you make that selection, it'll carry over to other deal records. HubSpot will remember your filters.

Best regards

Re: Missing Email Threads

MMunro — Mon, 15 Apr 2024 14:41:43 GMT

Thanks for your fast response. It looks like all the filters are correct but as you can see below it shows no emails, I know that I had emailed this client the other day and they had responded.

Thanks

Re: Missing Email Threads

MMunro — Tue, 16 Apr 2024 11:47:32 GMT

@karstenkoehler

Re: Missing Email Threads

karstenkoehler — Tue, 16 Apr 2024 11:50:56 GMT

Hi @MMunro,

If you emailed this contact, you should find this email in your inbox. Can you double check whether it was to this exact email address of the contact record that the email went to?

Best regards

Re: Missing Email Threads

MMunro — Tue, 16 Apr 2024 12:11:27 GMT

Hi @karstenkoehler

Yes, when I go to "All Closed" within the inbox I can see the email thread.

On the deal page for this client, I note it hasn't got his email address showing anywhere and I can't see the email thread. However, if I search for this client in contacts I see his email address is connected to his contact and therefore I can see the email thread.

Is there a way to add their email to the deal? Would this make a difference?

It's not with all our clients only some and I can't see why.

Thanks

Re: Missing Email Threads

karstenkoehler — Tue, 16 Apr 2024 12:17:32 GMT

@MMunro if you see the conversation on the contact record, you can manually add it to the deal record by following these steps: https://knowledge.hubspot.com/records/associate-activities-with-records