topic Re: Customer Reply Logging in Hubspot but not making my gsuite inbox at all in Tickets & Conversations

Customer Reply Logging in Hubspot but not making my gsuite inbox at all

esargiacomo3 — Thu, 23 Nov 2023 12:02:34 GMT

Hello there! Let's wee if someone can help here:

I've had Customer Reply this morning. I actually realised becuase I had a hubspot app notification on my phone. So, the customer reply logged correctly in Hubspot BUT that same reply never made my gsuite work email inbox. I've filtered, I've gone into the first email I sent before the customer replied and I can't find her reply at all.

I also checked whether she may have replied from a slightly different email address but there's not new contaxct created in hubspot nor does any email under her name or in the time frame she replied, appearing at all in my gsuite inbox. For now I've cleared cache and cookies. PLEASE HELP!

Re: Customer Reply Logging in Hubspot but not making my gsuite inbox at all

tverdokhlib1 — Fri, 24 Nov 2023 09:24:47 GMT

@esargiacomo3 Have you connected your Gmail to HubSpot correctly and turned on Log and Track Settings? You should also download the Gmail extension to your Gsuite in Chrome where these settings must be turned on. More info can be found in this article

Re: Customer Reply Logging in Hubspot but not making my gsuite inbox at all

esargiacomo3 — Fri, 24 Nov 2023 09:27:24 GMT

Hi Anton. Thanks, but of course I have. if you read my description you'll notice some do work and one in partocular got lost. probably indicating a bug or something. very strange

Re: Customer Reply Logging in Hubspot but not making my gsuite inbox at all

BérangèreL — Fri, 24 Nov 2023 10:09:15 GMT

Hi @esargiacomo3,

Thank you for reaching out to the Community!
And thanks a lot for your help @tverdokhlib1 🙂

First, I'd like to ask clarifying questions:
The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

1. From where was the original email sent? HubSpot? Or Gmail?
2. Who sent the original email? Is it you or a colleague of yours?
3. If you sent it from HubSpot, was it from a personal email address (a sales email from a contact record for exemple) or a team email address (from the conversation inbox in HubSpot)?
4. I understand that the contact replied to the original email. The email is in HubSpot but not in Gmail. Was the reply made directly from the original email or was the subject edited?
5. Was the original email tracked and logged?
6. The reply was a reply to the same email address as the one that was used to send the email. Please correct me if that's not the case. For exemple: You (A'email address) wrote an original email to the contact (B'email address). B replied to the same A's email address? And you said that B replied with their usual email address, right?
7. Are you forwarding emails from your mail client to the inbox?
8. If this is the case, can you please check that you have added the forwarding address to your email provider's settings?

On this article, you'll find the requirements for a reply to log. But this is to log into HubSpot.

From what I understand here, it seems that there may be an issue with your email settings, since in HubSpot all is working fine?

I also wanted to invite a couple of subject matter experts to this conversation: Hi @Mike, @Jnix284 and @StjepanGrcic do you have suggestions to help @esargiacomo3, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you very much 🌟 and have a fantastic day!

Best,
Bérangère

Re: Customer Reply Logging in Hubspot but not making my gsuite inbox at all

esargiacomo3 — Fri, 24 Nov 2023 11:13:40 GMT

Thanks Bérangère.

Here's my answers.

1. sent from my work email on gsuite/workspace

2. myslef from gsuite email

4. contact replied to the original email. The email is in HubSpot but not in Gmail. Subject was not edited, nor did the customer reply from a different email address

5. Yep, tracked and logged

6. Correct. see, point 4 above also.

7. Yes, I belive so. when sending email from gmail, a hubspot bcc fwd address is alsways added automatically.

Re: Customer Reply Logging in Hubspot but not making my gsuite inbox at all

Jnix284 — Sun, 26 Nov 2023 13:51:03 GMT

@esargiacomo3 if the email reply is visible in HubSpot but not Gmail, it's possible that Google has blocked it from appearing in your inbox.

Have you checked your spam folder in Gmail for the reply?

If it's there, you can allowlist the customer's sending domain in Google. You can do this by creating an address list.

Re: Customer Reply Logging in Hubspot but not making my gsuite inbox at all

TP423 — Mon, 09 Feb 2026 20:15:21 GMT

Did you ever find a solution to this issue? I'm experiencing the same thing. The original thread is showing up in my gmail but the latest reply only shows up in Hubspot. It's only for a few emails here and there so it seems random? Not an issue with the spam folder because the entire thread (minus the latest reply) is indeed in my gmail inbox. Help!

Re: Customer Reply Logging in Hubspot but not making my gsuite inbox at all

SamTassey — Tue, 10 Feb 2026 13:57:00 GMT

Hello @TP423,

Thanks for posting in the Community!

Based on how logging works, this is likely an issue external to HubSpot. When logging is turned on, this will add your portals BCC address, which will allow for the email to appear in the CRM. With this in mind, the BCC address would have to be added into thread already for it to appear in HS. Therefore its likely @Jnix284's response is correct. If the reply doesn't appear anywhere in Gmail (All, Spam, etc.) then I would suggest checking the Header of the email in HubSpot to see if the contact modified the recipients when replying.

I hope this helps!

Sam, Community Manager

Re: Customer Reply Logging in Hubspot but not making my gsuite inbox at all

TP423 — Tue, 10 Feb 2026 14:15:47 GMT

I can confirm that the customer didn't modify the recipients when replyingg - my collegues received the reply in their gmail inbox (we share a team address). I don't have any filters on or anything so it seems a bit random.

Re: Customer Reply Logging in Hubspot but not making my gsuite inbox at all

SamTassey — Fri, 13 Feb 2026 14:44:05 GMT

Hey @TP423,

Thanks for confirming that! As of now, it looks this is likely and external issue as the email appeared correctly in HubSpot, which means its successfully forwarding to your HS BCC address. This might be worth double-checking with your IT team, and if not answered by IT you could check with HubSpot Support just to make sure we're not missing anything here.

I'd also like to tag in some of our Top Contributors to see if they experience with this or additional insight here!

@danmoyle, @BarryGrennan, @Crystal_Hopper -- Do you have any suggestions for @TP423?

Thank you!

Sam, Community Manager

Re: Customer Reply Logging in Hubspot but not making my gsuite inbox at all

danmoyle — Wed, 18 Feb 2026 19:31:41 GMT

Thanks for the tag @SamTassey - I agree that my next move if I were in @TP423's shoes would be to contact support.

In my experience, customer replies logging in HubSpot but vanishing from Gmail is a somewhat common pain point. Before contacting support, I might look over some testing suggestions.

Search your GSuite spam/junk folder, all mail, and filters for the reply; Google often blocks or filters these automatically. Then also confirm the HubSpot Gmail + Sales extension (or forwarding/BCC) is enabled with tracking toggled on in your browser and HubSpot settings.

Possible fixes I've found:

Disable any 'HubSpot fallback email' in Settings > Inbox > Channels to prevent routing conflicts.
Test sending a reply simulation from another Gmail account to your address—check if it hits the modified reply-to (e.g., your.email@bf.hubspot-inbox.com) and adjust forwarding rules in Google Workspace admin.
If using a custom 'From' address, switch to default to avoid Gmail mangling replies.

Like I said, my next step if I were in your shoes would be to gather all your use case data details like your connection method (extension vs. forwarding), and consider HubSpot support for inbox diagnostics.