topic Dynamics 365 email sync in HubSpot Native Apps

Dynamics 365 email sync

StewC — Sun, 29 Dec 2024 15:07:53 GMT

I have Contacts and Accounts fully sync'ed, both directions, with Dynamics 365. Just added email sync, and ran into a few curiosities:

(1)I tried turning off the default mapping from D365 Leads.

On Hubspot sync, the error message I get is:

This record didn't sync because of a HubSpot error.

An email should have an associated contact, company or deal. Make sure at least one of these associated records is present in both HubSpot & the external app to sync this email

...and when I rexamine the mappings, I see that all of the associated contact mappings have been turned off. Associated Company mapping was on. Turned all Contact mappings back on, and sync works fine.

(2) When an email is sent from D365, in my instance anyway, it appears in the timelines of both Contact and Account. After sync to Hubspot, it appears as an Acitivity for only the Contact - not the Account. I tried adding (in D365) the Account in the Related field, which is the Dataverse method for multiple associations. That also did not create a second association with the Company in Hubspot.

I can believe that both of these are 'by design.' [I can also understand why "Account/Company Association" wouldn't work when there is no Account name in an OOB D365 email, which doesn't use the Related field.] But would love to hear if your experience is different.

Re: Dynamics 365 email sync

BérangèreL — Mon, 30 Dec 2024 08:47:59 GMT

Hi @StewC and Happy Holidays! ☃️
I hope that you are well!

Thank you for your post and valuable feedback, that's exactly why the Community is here for!

To start with, I'd like to share these resources for information about the integration:

- Connect HubSpot and Microsoft Dynamics 365
- Microsoft Dynamics 365

I'll share this feedback internally but I also would love to have other Community Members' insights:

Hi @DSiegers, @JenScheidegger, @KPiterski, @KMohamed15, @Brenner, @MRusso9 have you tried syncing email with Dynamics 365? If yes, are you experiencing the same as @StewC, please?

Have a lovely day and thanks so much!

Best,
Bérangère

Re: Dynamics 365 email sync

FransLeys — Thu, 02 Jan 2025 12:19:08 GMT

Hey @StewC

When you say 'Related field', are you in fact referring to the 'Regarding' field (see bottom of this screenshot)

I'm not a Dynamics professional so may need some guidance myself 🙂

Re: Dynamics 365 email sync

StewC — Thu, 02 Jan 2025 18:25:33 GMT

Hi @FransLeys and thanks for your note. No, there are two similar fields: Regarding, as shown in your form above, and Related, which was introduced in an April '24 update to Dataverse/D365 -- but does not appear in any forms unless you specifically edit and add to the Email form. (If you look at the Columns list in the Dataverse Email table, you'll see it.)

Regarding is a 1:1 association. Related is a "partylist" field that supports association of an activity to multiple objects. It supplements, not replaces, the Regarding column.

Upon reflection: it would be tough for a Hubspot sync to parse that field, which could contain multiple asociations to multiple objects. Wish Hubspot could follow whatever association rules for an email activity were in place -- but the KB is clear that today that is not supported.

thanks -- Stew

Re: Dynamics 365 email sync

StewC — Thu, 02 Jan 2025 18:50:58 GMT

@FransLeys , a postscript and plea for forgiveness. I just tested (in my D365 email form) changing Regarding from Contact (the auto-populated default, way down at the bottom of my form) to the Account, and after the HS sync it maps as described in your dox. Associates the email to both Contact and Company as desired! Woohoo! <chagrin>

Stew

Re: Dynamics 365 email sync

FransLeys — Fri, 03 Jan 2025 09:02:36 GMT

Woah that's good to hear - and in any case from your other post it was enlightening to learn about the new field. Associations are tough in integrations indeed.

In December we have put live our custom object sync - allowing you to sync any D365 entity into HubSpot (mostly as custom objects). That comes with some degree of association support too!

Re: Dynamics 365 email sync

RAman5 — Sun, 05 Jan 2025 16:28:32 GMT

Contact Mapping Issue: HubSpot needs emails tied to a Contact, Company, or Deal. Keep at least one Contact mapping on, or sync will fail.
Email Only on Contacts in HubSpot: HubSpot doesn’t auto-link emails to Companies even if Dynamics shows both. You’d need custom workflows or tools like Power Automate to fix this.

Both seem like "by design" behaviors.

Re: Dynamics 365 email sync

StewC — Mon, 06 Jan 2025 18:48:04 GMT

Thanks for your note @RAman5 . I turned all the contact mappings back on -- including ones that won't be met for me, like Leads -- and it all works great. If I push the D365 Account into the email Regarding field, either when originating the email or retroactively using a manual or Power Automate flow, the Association in Hubspot gets added by the sync.

Re: Dynamics 365 email sync

RAman5 — Tue, 07 Jan 2025 09:01:09 GMT

It seems like you're encountering a couple of expected behaviors when syncing between Dynamics 365 and HubSpot. The error with emails likely happens because HubSpot requires an email to be linked to a contact, company, or deal in order to sync properly. When you disabled the contact mapping in D365, the sync broke since there was no valid association for the email. Once you re-enabled the contact mapping, the sync worked again. As for the issue with emails appearing only in the contact timeline and not the account, this could be due to how HubSpot handles multiple associations. Even though you've associated the account in D365, HubSpot may prioritize showing activities (like emails) on the contact’s timeline, not the account’s. These behaviors seem to be by design, but if you need both contacts and accounts linked to activities, you might need to adjust some settings in HubSpot or look into a more customized integration.

Re: Dynamics 365 email sync

RAman5 — Tue, 07 Jan 2025 09:09:13 GMT

@StewC Great to hear it’s working for you now! It sounds like re-enabling the contact mappings helped resolve the issue, even for ones like Leads that may not apply to your case. Also, adding the D365 Account into the email's "Regarding" field, either when the email is sent or later via Power Automate, is a good way to ensure the association syncs properly in HubSpot. It’s great that this solution works for you!

Re: Dynamics 365 email sync

Brenner — Tue, 07 Jan 2025 16:05:24 GMT

Hi @BérangèreL ,

Thank you for mentioning me here.

I think @danmoyle can help us as well.

Re: Dynamics 365 email sync

danmoyle — Wed, 08 Jan 2025 14:08:07 GMT

Thanks for thinking of me @Brenner 😊

Hi there @StewC - from what I can tell in the threads here, it seems as though you're good to go - is that right? Or do you still need some insight on the integration?

Re: Dynamics 365 email sync

StewC — Wed, 08 Jan 2025 16:39:23 GMT

@danmoyle , @Brenner , @RAman5 and @FransLeys thank you all for your insights. What a team! Dan, agree I'm all set, understand the integration much better. I'll mark this closed.