topic Re: cursor jumping around when composing email in Sales Integrations

cursor jumping around when composing email

JFox2 — Wed, 22 Nov 2023 09:10:19 GMT

Hello, We've been having this same issue for some time

When the HubSpot Sales window is open and we start writing, the cursor immediately jumps to the bottom of the email.

If i untick the track option its stops. This happens in web mail as well as my local install of outlook.

is there a know fix for this issue?

Thanks

Re: cursor jumping around when composing email

DianaGomez — Wed, 22 Nov 2023 15:31:55 GMT

Hi @JFox2,

Thank you for reaching out to the Community!

The problem with the cursor jumps in Outlook when using the sales add-in is a known issue with the Office 365 add-in. It happens because of the way email tracking works in the Office 365 add-in:

When a user loads the Add-In with tracking enabled, we insert the tracking pixel at the bottom of the email's body.
This moves the cursor to the bottom of the email's body as well.

The Office API does not currently allow developers to return the cursor to its previous position. In other words, this is a bug from Microsoft's side and HubSpot doesn't have control over that.

Can you try turning off tracking and logging in the add-in settings and only check the log and track boxes when you're done typing to see if that will help?

Thanks,

Diana

Re: cursor jumping around when composing email

luke-deep-space — Mon, 08 Jan 2024 02:24:44 GMT

Incredibly annoying. Hubspot should try and come up with an inventive solution here.

Re: cursor jumping around when composing email

WWhitley — Fri, 24 May 2024 16:28:06 GMT

Possible solution to this other than having to untrack until finished with the email? This should be fixed since it is a base function of HubSpot

Re: cursor jumping around when composing email

SewFarm — Thu, 07 Nov 2024 18:10:10 GMT

A year later, this is still a massive annoyance and impacts productivity. It makes it very difficult to use. I will try choosing not to automatically track and log emails and then try to remember to recheck the boxes every time before I send. I am not sure if that will be less annoying. HubSpot has a major feature problem if it does not work smoothly with the #1 business email application.

Re: cursor jumping around when composing email

hellokyliep — Wed, 27 Nov 2024 13:45:56 GMT

It doesn't help and this isn't a solution. How can tracking emails--a basic and critical function within a CRM--be this difficult and cumbersome?

Re: cursor jumping around when composing email

DSTaylor — Thu, 28 Nov 2024 10:25:25 GMT

Whats the update here @DianaGomez I too have been plagued with this issue, and depending on the email I'm responding to the email will "jump" up and down and make outlook unuseable. Please fix.

Re: cursor jumping around when composing email

KJohnston7 — Thu, 09 Jan 2025 09:25:38 GMT

This is infuriating - surly something can be done to help resolve this recurring issue????????

Re: cursor jumping around when composing email

SCryer — Wed, 15 Jan 2025 17:31:11 GMT

Is anyone actively working on this? It's STILL an issue for me and email tracking is literally the most basic CRM function. If it can't do this without causing incredible frustration, I don't know why I'm using hubspot. I honestly wish I wasn't and will look for alternatives.

Re: cursor jumping around when composing email

WWhitley — Tue, 21 Jan 2025 13:41:31 GMT

They blame this issues when Outlook changed, but other CRMs do NOT have this issue. So it comes to reason that the underline issue is a base function of HubSpot is not working.

Re: cursor jumping around when composing email

SCryer — Tue, 21 Jan 2025 15:57:10 GMT

Do you recommend any other CRMs that are better? I've only just switched to hubspot, so not too late to move to a different platform, and better to do so now.

Re: cursor jumping around when composing email

AndrewSlattery — Thu, 06 Feb 2025 00:36:39 GMT

How has this not been fixed yet? It is beyond frustrating that the cursor jumps to the bottom of every email 5 seconds in! It needs to be fixed immediately!

Re: cursor jumping around when composing email

DianaGomez — Mon, 10 Feb 2025 14:35:24 GMT

Hi @WWhitley, @SewFarm, @SCryer, @AndrewSlattery, @luke-deep-space, @DSTaylor, @KJohnston7,

Thanks for reaching out to the Community!

As I mentioned earlier, the issue with the cursor jumping in Outlook when using the Sales Add-In is a known issue related to the Office 365 add-in. This happens because of how email tracking works with the add-in. When tracking is enabled, the tracking pixel is inserted at the bottom of the email, which causes the cursor to jump there as well. Unfortunately, the Office API doesn't allow developers to return the cursor to its original position, so this is a bug on Microsoft's side, and HubSpot has no control over it.

If you haven't already, you might want to try turning off tracking and logging in the add-in settings and only check the "log" and "track" boxes once you're done typing. This workaround may help in the meantime.

I understand this is frustrating, and I’ll continue to monitor this issue.

Thanks for your patience!

Best,
Diana

Re: cursor jumping around when composing email

AndrewSlattery — Tue, 11 Feb 2025 07:19:58 GMT

I'm sorry but this is literally the worst solution to a problem which just should not happen. Suggesting just unclick the key piece of functionality that automatically syncs your email to the CRM and then try to remember to re-click it before you send the email is just plain dumb. The entire point of this plugin is to save time and make things easy. Not create additional steps. Hubspot is a billion $ company and there are literally 2 main email companies that use this plug in. Stop making stupid excuses and get it fixed!

Re: cursor jumping around when composing email

AHollowell — Tue, 13 May 2025 17:15:07 GMT

Constant Contact has a CRM side that we are going to look into. This "known issue" has been happening for well over a year with no resolution, so it doesn't appear that HubSpot really cares to find a fix.

Re: cursor jumping around when composing email

SCryer — Thu, 15 May 2025 09:32:36 GMT

This is not a solution and I really take exception to this being the "Solved" answer to this problem. This is a poor and clunky workaround to a problem which is STILL not beign fixed! One of the sole reasons to use hubspot is tracking...

I am pretty fedup at this point, and will be looking for other CRMs.

Re: cursor jumping around when composing email

LH66 — Fri, 25 Jul 2025 10:52:58 GMT

Hi Diana,

Outlook is the major email client worldwide, and HubSpot's lack of ability to resolve major issues is shocking, given the size of license fees we pay each and every month.

any chance for a solution to this?

Best regards, Lars (Norway)

Re: cursor jumping around when composing email

BérangèreL — Fri, 25 Jul 2025 12:07:15 GMT

Hi @LH66 and all,

I am sorry to hear about this behavior, I can see how frustrating it can be.

I have checked for you and Microsoft recommends using the new clients when possible to mitigate/avoid the issue, that is to say:

- the new Outlook for Windows,
- new Outlook for Mac,
- Outlook for Web, depending on OS.

I hope this helps a bit, even if I understand that you'd prefer for Microsoft to fix the issue.

Have a great weekend!
Bérangère

Re: cursor jumping around when composing email

AndrewSlattery — Fri, 25 Jul 2025 11:49:54 GMT

This is beyond stupid advice! Everyone is using a web based version or Outlook. There is no new version!!! Fix the bloody issue. Every single email is broken with the outlook / hubspot plugin. It's not good enough

Re: cursor jumping around when composing email

BérangèreL — Mon, 28 Jul 2025 06:49:49 GMT

Hi @AndrewSlattery,

I’m sorry to hear you’re experiencing this issue, especially with a new client, that must be frustrating and certainly not what you were expecting.

I really want to make sure you get the help you need, so I recommend reaching out to HubSpot Technical Support.

Support is included in your subscription, and the team can provide real-time assistance, including screensharing with you if that would be helpful.

Thank you, and I hope this gets resolved quickly for you.
Bérangère