topic Re: Gmail is not syncing in Gmail Sales Extension

Gmail is not syncing

JJacobson — Tue, 05 Sep 2023 22:29:34 GMT

I am new to Hubspot and I am trying to setuip the sync between Hubspot and Gmail and Google Calender. When testing the sync by sending an email from my business account (the one registered with Hubspot) to my personal accounts in Gmail (both desktop and iPhone) and send emails from my personal accounts to my business account, the emails are not being logged. I am receiving notifications when those emails are opened. Shouldn't emails be automatically logged? I checked both Hubspot settings and the Chrome extension settings and everything is in order. Please help. Thanks.

Re: Gmail is not syncing

karstenkoehler — Wed, 06 Sep 2023 04:17:17 GMT

Hi @JJacobson,

How exactly are you sending the emails? The HubSpot Gmail integration does not mean that all communication is tracked automatically, it simply authorizes HubSpot to send emails via your Gmail. HubSpot doesn't check all in- and outgoing emails to automatically log them.

For tracking / logging, you need to either send the email from the HubSpot CRM directly, use the sales extensions or the BCC address.

Replies are tracked when these criteria are met: https://knowledge.hubspot.com/email/log-email-replies-in-the-crm

The original email was sent through the CRM or sent from your connected personal email client with the sales email extension or add-in installed and the Log checkbox selected.
The original email was not sent to an email address or domain listed in your Never Log list.
The personal email address is still connected when the reply is received.
The reply is sent to a personal email connected by the user who originally started the thread.
The sender of the reply is an existing contact in HubSpot.

Let me know if you have any follow-up questions!

Re: Gmail is not syncing

JJacobson — Wed, 06 Sep 2023 16:05:32 GMT

Karsten,

Thanks for your reply.

These are the steps that I followed.

Connected Hubspot to my gmail business account and to my gmail calendar.
Installed the Hubspot Chrome extension for Gmail and Google Calendar
Added my wife as a contact using her personal gmail address.
Sent her an email from gmail in my browser
She replied from her browser
Neither email was logged either to her contact or to me.

My understanding is that the emails should be logged to her contact in Hubspot.

Please let me know what I am not getting right. Thanks.

Jonathan

Re: Gmail is not syncing

JJacobson — Wed, 06 Sep 2023 16:16:31 GMT

Figured it out. User error. Did not have the logging email parameter set to on in the gmail extension. Working now. Thanks.

Re: Gmail is not syncing

V_K — Wed, 20 Dec 2023 22:25:15 GMT

I have the exact same issue. A lead completed a HubSpot form on our website. I got the form submission on my Gmail app (Android) and replied on my phone. One hour later, on my computer, I went to HubSpot (site), found the completed form and opened the record of that user. I am not the lead, and the email was not logged... and yet, I did have a communication of about 6 messages on my Gmail (Android). I send a message to the user from my computer, on gmail (with the hubspot extension), right away, the message gets logged (+ previous messages). I also have the chrome integration for my contacts and emails. Is the solution to configure IMAP on top of the Google integration and the Google Gmail extension?