topic Re: No Email Logging on Responses in Sales Hub Tools

No Email Logging on Responses

LHermann — Mon, 29 Jan 2024 21:14:10 GMT

Hello,

Any replies to my logged emails are not showing in HubSpot. I've read the guidelines as suggested, and I meet all the requirements. I am sending through the Hubspot Sales login in Outlook 365.

When I send a test email to my personal gmail account, and then reply, the reply is showing in Hubspot. I don't get it. Please help!

Thank you,

Laurel

Re: No Email Logging on Responses

Jnix284 — Tue, 30 Jan 2024 01:20:41 GMT

@LHermann Happy to help figure out what's going on.

To confirm, when you receive a reply from a customer it is visible in Outlook, but not on their contact record in HubSpot? Yet when you test it with your own email, it is visible in both?

Re: No Email Logging on Responses

LHermann — Tue, 30 Jan 2024 13:31:25 GMT

Hello Jennifer, thank you for your help. Yes, that is correct.

Re: No Email Logging on Responses

Jnix284 — Tue, 30 Jan 2024 14:37:55 GMT

You're welcome @LHermann, happy to help figure out what's going on.

When you are sending to your HubSpot contacts from Outlook to email, are both the log and track settings selected?

And can you see the BCC email in the BCC field of the email you've sent?

Does your sent email show on the corresponding contact record in HubSpot?

Re: No Email Logging on Responses

LHermann — Tue, 30 Jan 2024 14:39:59 GMT

When you are sending to your HubSpot contacts from Outlook to email, are both the log and track settings selected? Yes, both checkboxes are checked.

And can you see the BCC email in the BCC field of the email you've sent? Yes, I see the bcc email

Does your sent email show on the corresponding contact record in HubSpot? Yes, my sent email shows.

Re: No Email Logging on Responses

Jnix284 — Tue, 30 Jan 2024 14:46:02 GMT

Thank you@LHermann, very interesting, especially since it is working for some contacts (like your personal gmail) and not others.

@trevordjones any ideas here?

Re: No Email Logging on Responses

trevordjones — Tue, 30 Jan 2024 15:21:54 GMT

Hi @LHermann and thanks for the tag @Jnix284 !

There are a few possible cases where email logging might not work, here are two that come to mind that haven't been mentioned yet in this thread:

1.) Is the recipient's email address is actually an alias? If the reply comes from an address other than the one saved in HubSpot emails won't log. Just because it looks like the reply comes from the same email address on the surface, doesn't mean it did. You should take a look at the message headers to see what the actual email address is that the reply is coming from. But it sounds like this is happening with more than one or two different organizations for you so that may not be it.

2.) If legal basis to communicate is turned on in GDPR settings in your HubSpot portal, this will prevent you from logging emails. Its possible that legal basis is set to yes for your personal account, which you have probably used to test a form, but not for your customer accounts. Logging will not work without legal basis checked if you have this turned on.

Another thing you may already have tried is removing and reinstalling the Outlook 365 integraiton, in case something is corrupted with your current installation.

If these don't work, let me know. It may seem like we're playing whack-a-mole, but there are a lot of possibilities and it may take a little trial and error to solve it.

Re: No Email Logging on Responses

Jnix284 — Tue, 30 Jan 2024 15:20:55 GMT

Thank you @trevordjones appreciate your insights! 🙌

Re: No Email Logging on Responses

AngelaCG — Mon, 02 Sep 2024 04:54:53 GMT

Were you able to figure this out? I'm experiencing the same issue

Re: No Email Logging on Responses

Jnix284 — Mon, 02 Sep 2024 19:59:29 GMT

Hi @AngelaCG can you confirm you're using the correct extension for outlook? VSTO support ended and that may be the cause of the issue with emails not logging.