topic Personal email connection-- emails do not track in Gmail Sales Extension

Personal email connection-- emails do not track

TWantenaar — Mon, 31 Mar 2025 22:10:24 GMT

hi universe...

I haev been sent to a community forum because I am attempting to use Hubspot and to begin with I want to try it out before purchasing it. What this seems to mean is that NO ONE can actually help you from HS themself - a crazy and frustrating user experience!
I cant connect the email. It says it is connected but nothing is being tracked and TBH all I need is someone to not share a link or suggest I read an article because I have done all of that - it istn working.

It is very frustrating as I believe HS to be a great platform.....can anyone help with this?

Re: emal connection

karstenkoehler — Wed, 19 Mar 2025 13:22:10 GMT

Hi @TWantenaar,

Connecting your email doesn't mean that your emails are being tracked – it just means that you authorized HubSpot to let you send emails from HubSpot directly.

In order to track/log emails, you need to use the sales extensions or send emails from HubSpot (in which case those sent emails and replies to them will be tracked/logged). https://knowledge.hubspot.com/connected-email/how-to-install-hubspot-sales

If you're looking for a place where all of your email communication automatically syncs / tracks / logs, this does not exist. HubSpot assumes that you continue to use an email client along with HubSpot. Net new incoming emails will not be tracked / logged automatically.

Best regards

Re: emal connection

TWantenaar — Wed, 19 Mar 2025 19:36:53 GMT

Thanks for this clarification.
Shouldn't there be a tickbox or something for me to tick if I want the email tracked though? Or is that with downloading hubspot sales extention?
What is the easiest way to automate the tracking of emails so that HS can be used as a source of what's happened and going on in the business?

Re: emal connection

karstenkoehler — Wed, 19 Mar 2025 19:45:21 GMT

@TWantenaar the extensions indeed let you choose whether you want to track and log an outgoing email or not - so yes, they would also be the best way to keep track and document your communications.

Re: emal connection

TWantenaar — Wed, 19 Mar 2025 19:55:53 GMT

I have already downloaded the hubspot Chrome extension and it's not tracking them.

Do I need to remove that I've and download the sales extension?

##- Please type your reply above the line

Re: emal connection

kennedyp — Thu, 20 Mar 2025 00:00:00 GMT

Hi @TWantenaar! Welcome to the Community-- happy to have you here 😊 I apologize for any frustration you have experienced while setting up email tracking. A huge thanks to @karstenkoehler for jumping in here to help, as well.

It sounds like you are using gmail for company emails, is that correct? If so, you should be able to set default tracking settings so that email replies are automatically logged to HubSpot. Please be advised that new incoming emails to your address will not log by default, but you can log those retroactively or log the thread once you reply.

To access the extension, in your Gmail inbox, click the sprocket icon sprocket ain the top right. You'll see a list of settings that you can customize.

Configure your preferences so you don't have to select the log and track checkboxes each time you send an email.

To log every email to HubSpot that you send while using the extension in Gmail, click to toggle the Log email switch on.
To track every email that you send, click to toggle the Track email switch on.

Best,

Kennedy

Re: emal connection

karstenkoehler — Thu, 20 Mar 2025 05:25:03 GMT

@TWantenaar if the Chrome extension is not tracking your emails, please refer to these troubleshooting steps: https://knowledge.hubspot.com/connected-email/troubleshooting-the-hubspot-sales-chrome-extension#tracking

@TWantenaar wrote:
Do I need to remove that I've and download the sales extension?

I'm not sure I understand this – can you please rephrase?

Re: emal connection

TWantenaar — Mon, 24 Mar 2025 02:28:18 GMT

Thanks all for the attempts to assist.

It is a real shame that there isn't the ability to jump on with tech support to walk you through the system and actually give you workable solutions. The fact that people just seem to share links to answer questions means the actual issues drags out for WAY longer than it needs to.
The simplest solution - find another provider as there are plenty out there.
Thanks for the advice though, it was appreciated.