topic Re: Does anyone know why there are no emails in my inbox but in Outlook they are fine? in Sales Email

Does anyone know why there are no emails in my inbox but in Outlook they are fine?

SNutchanart — Thu, 31 Oct 2024 15:24:51 GMT

Re: Does anyone know why there are no emails in my inbox but in Outlook they are fine?

karstenkoehler — Fri, 01 Nov 2024 08:01:49 GMT

If you're referring to the conversations inbox in HubSpot, and you have your personal email connected, then it's simply because these are two different features.

The conversations inbox is meant for connected team email addresses and is not pulling incoming emails from your personal connected inbox: https://knowledge.hubspot.com/inbox/connect-channels-to-the-conversations-inbox

It is expected behavior that emails to your personally connected email only go into your Outlook, not into the conversations inbox.

I know, it's misleading. HubSpot still expects you to use Outlook (or another client) along with HubSpot. There is no inbox for personal emails inside of HubSpot.

Best regards!

Re: Does anyone know why there are no emails in my inbox but in Outlook they are fine?

BérangèreL — Fri, 01 Nov 2024 08:06:41 GMT

Hi @SNutchanart and welcome to the Community!
We are so glad to have you here!

Thank you for asking the Community!

I'd like to ask some clarifying questions so that we can help you the best we can:

1. Which inbox has no email, is it the conversation inbox in HubSpot? Your personal inbox?
2. Which type of emails are these, sales email? Or marketing emails?
3. How did you send the email? From HubSpot? Or from Outlook?
4. Did you connect your email to HubSpot? If yes, is it a Team email? Or an individual email?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

Here are some similar threads that might help you:

- I am not receiving emails in the CRM
- Emails not showing up in Conversations Inbox
- Not receiving emails on inbox, may be for too much spam

I also wanted to invite a couple of subject matter experts to this conversation: Hi @Ben_M, @HubSpot_Corey and @FCorbaci do you have suggestions to help @SNutchanart, please?

Thanks a lot and have a great day!

Best,
Bérangère

Re: Does anyone know why there are no emails in my inbox but in Outlook they are fine?

HubSpot_Corey — Tue, 12 Nov 2024 09:17:16 GMT

Hi @SNutchanart and thanks for the tag @BérangèreL

Just in case you are talking about a shared inbox or you've connected a personal email account to the inbox, I would just like ensure that you have turned it on, to do this navigate to settings > Inboxes > Channels and ensure the status is set to on (toggle to the right).

Re: Does anyone know why there are no emails in my inbox but in Outlook they are fine?

karstenkoehler — Fri, 04 Apr 2025 04:33:57 GMT

Hi @SNutchanart,

There is a big update here, currently in beta – you might see it under Settings > Product updates. (If not, you'll have to be a bit more patient.)

Contact email logging rules

What is it?

Contact email logging rules let admins configure their portal to automatically capture all email communications between users and existing contacts in HubSpot.

Why does it matter?

The current default logging behavior only captures contact emails that are replies to already logged user emails, which can lead to important communications being missed in your CRM:

When a contact responds to a sequence but their email isn't logged

When you send emails from your mobile device without using the BCC address

When you forget to click Log in your email client

Previously, you needed to use the forwarding address or the the retroactive Log button, requiring extra manual steps to capture missing emails.

How does it work?

In Settings, navigate to Objects > Activities > Email Log & Track to find the new section for Contact email logging rules.

The default value is "Log replies to logged threads only", which will keep functionality as it has always been.

To get the new behavior, select "Log all emails to/from known contacts". This will log all emails between the personal connected emails of users who have Personal email access permissions and contacts who are not on the Never Log list.

If you choose the new logging behavior, be aware of these key differences:

All emails users send from outside of HubSpot (such as the email client, mobile apps) to existing contact records will log to the CRM.

All emails from existing contacts to users will log to the CRM.

Emails sent outside of HubSpot to recipients who are not contacts, will not log. You will need to continue using the Sales Extensions or add the BCC address.

Email attribution

Emails that are logged from contacts that are net new email threads will be attributed to HubSpot users accordingly:

If the email only has one recipient, attribute to that user.

If the email has multiple recipients, but only one is associated with a user, attribute to that user. An email address is associated with a user if they have it as a connected personal email address, it's their HubSpot user account email, or an alias.

If the email has multiple recipients, and more than one associated with a user, attribute to the contact owner.

Who gets it?

This feature is available for all HubSpot hubs and tiers.

Learn More:

Join the discussion on our Community

Learn more on the Knowledge Base

Best regards!