topic What constitutes an email "Reply" in Sales Activity Report? in Sales Email

What constitutes an email "Reply" in Sales Activity Report?

Crystal_Hopper — Thu, 12 Dec 2024 16:00:33 GMT

I have a sales person using Office 365, New Outlook with the correct integration add-in to HubSpot. I actually have several sales people who are doing this, but only issues with 1 of them.

This one salesperson exclusively uses New Outlook Desktop to send and receive emails and replies with customers who have known accounts in Hubspot. Email logging and tracking are on.

However, in a Report of Sales Activities, this sales person as almost NO email replies being counted (peachy orange color, top bar)

In this report, it's the top bar Salesperson, C. Until a few days ago he had no orange in his bar, no replies. Then all of a sudden 3 emails in 1 day were counted as replies all from the same customer within 1 hour. Then nothing again. I've spot checked quite a few of his contacts and there are many, many email threads.

In comparison, the 2nd bar, T salesperson, has a 1-to-1 email send-to-reply ratio. She is doing things the exact same way as far as I can tell.

My question is, what EXACTLY consitutes an email REPLY that would be counted on this graph. I obviously have the report built right. So there's something in the way that C is configured or doing things that is different. But I cannot figure out what it is. Thank you for your insights.

Re: What constitutes an email "Reply" in Sales Activity Report?

Chaofan — Thu, 12 Dec 2024 17:11:29 GMT

Hi @Crystal_Hopper,

Here is an article that might help you identify the issue. If not, I would suggest you to reach out to the HubSpot support team. As you will be able to share your screen and demonstrate the process exactly as you do it, and what is happening with them.

Best,

Chaofan Wu

Re: What constitutes an email "Reply" in Sales Activity Report?

Crystal_Hopper — Thu, 12 Dec 2024 17:16:32 GMT

Thank you for the article, @Chaofan!

Re: What constitutes an email "Reply" in Sales Activity Report?

PamCotton — Thu, 12 Dec 2024 20:07:04 GMT

Hey @Crystal_Hopper, thank you for posting about this and @Chaofan for contributing.

Kindly,

Pam