topic Re: CC contacts not being logged, is this normal? in Gmail Sales Extension

CC contacts not being logged, is this normal?

FTE — Wed, 24 Jul 2024 15:32:12 GMT

Hello community, not sure if this is expected or not and if there is any way to configure it.

Using Web based gmail with the HubSpot extension:

- E-mail thread initiated by mail to John Doe (created by the extension) - All works fine.
- Contact replies and loops his colleague on the e-mail

- Upon my "reply to all" (both John Doe and his colleague) the extension is not even suggesting to create his colleague as a contact, it only logs the e-mail to John Doe and his company.

I would expect for the extension to also create a new contact for the copied colleague, however it's not suggesting it and it needs to be done manually.
Is this normal or something is not working correctly?

Regards

Re: CC contacts not being logged, is this normal?

franksteiner79 — Wed, 24 Jul 2024 15:44:02 GMT

Hi @FTE

This is most likely due to settings of the HubSpot extension.

1. Click on the HubSpot icon in Gmail and select log & track settings.

2. Check you Standard Settings

You can see the option "Neue Kontakte" in the screenshot above. This means new contacts added to a thread will be created as contacts in HubSpot.

Hope that helps.

Frank

Re: CC contacts not being logged, is this normal?

FTE — Wed, 24 Jul 2024 15:47:36 GMT

Thanks Frank

That's exactly the settings I have, but when clicking reply to all it dismisses his colleague and also the deal i have created.. i just realized it's both...

Re: CC contacts not being logged, is this normal?

franksteiner79 — Wed, 24 Jul 2024 15:49:48 GMT

Hmm, what is saying in the log and track options of the email, which would be this bit:

Re: CC contacts not being logged, is this normal?

FTE — Wed, 24 Jul 2024 17:07:35 GMT

That area just brings my colleague (never log) the main contact "John Doe" and his company
It disregards the second person copied and the deal.

Re: CC contacts not being logged, is this normal?

franksteiner79 — Fri, 26 Jul 2024 07:12:17 GMT

Hi @FTE

Hmm, then I am at the end of my wits.

The only other option would be to deinstall and reinstall the plugin and try again.

I see you have a starter subscription, if reinstalling does not solve it, I recommend reaching out to HubSpot Support.

Frank

Re: CC contacts not being logged, is this normal?

FTE — Fri, 26 Jul 2024 14:55:26 GMT

Vielen Dank Frank!

I've tried reinstalling and it didn't work 😞
Ive contacted support indeed.

Thanks for your help! and have a good weekend!