topic Outlook Add-in - Contact Profiles do not fill in-search does not work - intermittent in Outlook Sales Extension

Outlook Add-in - Contact Profiles do not fill in-search does not work - intermittent

MSR_Admin — Thu, 22 Feb 2018 14:48:29 GMT

So, we've just signed on with hubspot, and while we get our feet under us and learn the system we are on the free level.

All of our sales contacts currently run Office 2013 (32 bit) on Win 7 SP1+ 64 bit.

I installed the HubSpot Sales add-in for Outlook (desktop).

After successfully installing it, and testing it. Everything seemed to work fine.

I disabled it on my email client as I did not explicitly need it, but wanted to test it so as to better support the other users.

When I installed it on theirs, the Contact Profiles would not load in the sidebar next to the email. Only the Search Field would appear, but could not be used, as after the 2nd letter of whatever you were searching for was typed, a opaque white block with a single blue ring icon on it would appear, and search would find nothing.

I then went back to my install on my computer, and the problem appeared there as well.

3 different installs, 3 different computers, 3 different locations - 1 had worked initially, but after the second install, none worked.

Having tried every fix I could think of or find on the knowledgebase and the community, going so far as to make a fresh outlook profile on the local machine, nothing changed the failure of the Contact Profile window to propagate existing data OR ask to add a conact to the CRM.

This morning, when people's Outlook clients loaded - everything miraculously worked.

While I'm all for it working, I'm curious if this is a known or recurring intermittent issue? Has anyone else suffered it? Is it a issue with Outlook? Communicating with HubSpot through the add in? Is there a way to actually reset or fix the issue in the moment without having to close one's eyes and just "hope" that it rights itself?

Re: Outlook Add-in - Contact Profiles do not fill in-search does not work - intermittent

roisinkirby — Thu, 08 Mar 2018 17:21:03 GMT

Hey @MSR_Admin it sounds like you need to connect your inbox. See here for instructions: https://knowledge.hubspot.com/getting-started-with-the-hubspot-crm-free/how-to-connect-your-inbox-with-the-hubspot-crm

In order to send emails from your HubSpot CRM account, you must connect your inbox to HubSpot. If your inbox is hosted by Google Apps or Outlook 365, you can connect your inbox in just a few clicks using our native Gmail and Office 365 integrations or you can connect via IMAP.

Please note: a connected inbox is required for all users starting on 12/11/2017.

With a connected inbox, you can access the following HubSpot features:

Automatically log email replies to contact timelines in HubSpot.
Send email from contact records in HubSpot using your own email servers.
Send email attachments as files (not links) from HubSpot.
Take full advantage of HubSpot's sales tools (depending on which tools your email client supports).

Automatically log email replies to contact timelines in HubSpot

When you send emails from your connected inbox, the replies to those emails will be automatically logged to the contact timeline, giving you better visibility into the communication with your leads and customers right in your HubSpot account without having to copy and paste or manually forward an email. In addition, any emails you send from the CRM will show up in your email client’s sent folder (Please note: this is not fully supported by all email clients yet).

Send email from contact, company, and deal records in HubSpot using your own email servers

With a connected inbox, any emails you send from the CRM will be sent using your own email server IP address. This increases the likelihood that your emails will reach your lead’s inbox because those IPs belong to you or your company instead of shared among HubSpot users.

Additionally, you may have noticed that emails you sent from the HubSpot CRM without a connected inbox had the line sent via hscrmemail.com at the top of them. This line is added by email clients when an email is sent from a server that doesn’t match the domain in the From field (for example, hubspot.com sending on behalf of email@yourdomain.com). When you connect your inbox, emails you send from HubSpot will be sent through your email server, so your leads won’t see that line anymore.

Send email attachments as files (not links) from HubSpot

With a connected inbox, you can send an email attachment from a contact, company, or deal record in HubSpot following these instructions, and your attachment will reach your contact's inbox as a file attachment, not as a link.

Take full advantage of HubSpot's sales tools

In addition to the features above, you can also use your connected inbox to send sequences and use the send later feature (Google Apps and Gmail only). The full suite of HubSpot's sales tools are listed here.

Re: Outlook Add-in - Contact Profiles do not fill in-search does not work - intermittent

MSR_Admin — Fri, 09 Mar 2018 14:45:29 GMT

Hi, thanks for the info, but that's not what I was talking about.

The problem was that the Hubspot Sales add-in sidebar in desktop installed Outlook was not propagating data from the connected CRM account. At all.

This has nothing to do with a linked email account. And does not in fact need that to be done. This is the add-in which at it's simplest, without checking either of the Track or log boxes, looks at the contact email in a message or reply, and shows you the relevant CRM info.

It was blank for a day of use.

It has since worked just fine, without linking any email account.

A day later, Hubspot sent out an alert about a system level problem preventing a variety of data access. I am now under the assumption that that service disruption was to blame, and the add-in has worked flawlessly since then.