topic Re: Tracking activity type "email reply from contact" in Dashboards & Reporting

Tracking activity type "email reply from contact"

HRich — Fri, 13 Oct 2023 15:11:45 GMT

Hello everyone,

I am creating reports, and I want to capture the count of the sale's team activity.

I have a report that counts the amount of meetings, calls, emails sent to contact. But when I try to create one for "email reply from contact", nothing shows up.

I know for a fact that HubSpot is recording replies from contacts ( I see their emails in my report which shows me email replies from contacts daily). So it appears HubSpot is recording the reply emails, but is not able to count them?

Any help would be appreciated.

Re: Tracking activity type "email reply from contact"

DianaGomez — Fri, 13 Oct 2023 17:42:59 GMT

Hi @HRich,

We value your interaction with our community!

Could you please provide me with the specific report you are referring to? It would be helpful if you could share the name of the report if is from the Report Library or provide me with the report's configuration.

If it's possible, it would be greatly appreciated if you could share a screenshot of the report.

Thanks,

Diana

Re: Tracking activity type "email reply from contact"

HRich — Mon, 16 Oct 2023 08:49:43 GMT

Hi @DianaGomez

Thanks for your response

Here is a screenshot of one of the reports:

As you can see, over the last month, this user has sent 239 emails to contacts on HubSpot, but almost no "Email reply from contact".

I know this to be wrong, this user has many more replies recorded on HubSpot.

By the way, I investigated the one "Email reply from contact" being counted, and it was a automated out of office email my colleague recieved.

f it helps, all the "Email reply from contact" this user recieves are normally replies to email chains, perhaps this explains why they are not being counted?

Re: Tracking activity type "email reply from contact"

DianaGomez — Mon, 11 Dec 2023 19:38:04 GMT

Hi @HRich,

Thank you for providing the details and sharing the screenshot. 😊

What could be happening in this situation is that the replies are not being logged, meaning that the system is not counting them. That is why they are not showing up in the report. I will share an article from our knowledge base that your Sales Team can review to confirm that they are following the steps below to effectively log in the replies: Log email replies in the CRM.

Also, I would like to invite some of our experts to join the conversation. They may have encountered similar situations or have relevant experience to contribute.

Hi @Lucila-Andimol, @Gilempert, @JuanGomez0818, @Jnix284. Do you have any advice for @HRich?

Thank you for your helpful contributions!

Best regards,

Diana

Re: Tracking activity type "email reply from contact"

HRich — Wed, 18 Oct 2023 08:10:05 GMT

Hi Diana,

Just to clarify quickly, email replies are being logged on my HubSpot.

But there are not being counted in the report I took the screenshot of.

Best wishes

Re: Tracking activity type "email reply from contact"

Lucila-Andimol — Wed, 18 Oct 2023 12:23:17 GMT

Hi @HRich hope you are doing well.

So I think one reason could be that for HubSpor they are considered one-to-one email replies.

I've recreated your report in our portal and I can see a mix of replies for one-to-one emails and see replies for one-to-many replies. So this will make our assumption not a 100% accurate.

So maybe @DianaGomez can help us contact someone on the product team to help us clarify how is this tracked and how it worked in this different scenarios?

Re: Tracking activity type "email reply from contact"

DianaGomez — Mon, 11 Dec 2023 19:39:15 GMT

Hi @HRich,

Thank you for the clarification. In this case, since we do not have access to your account, the report, or the details of those emails that were sent, nor how they were sent, it would be best for you to reach out to the HubSpot support team, that is included in your subscription. With them, you will be able to share your screen and demonstrate the process exactly as you do it, and what is happening. They have tools that we in the community do not have, so they will be able to guide you better on why the replies do not appear in the report, considering that they do appear in the CRM.

Thank you for your understanding 😊

Best regards,

Diana