topic Re: Replies to emails not being received in Hubspot in Tickets & Conversations

Replies to emails not being received in Hubspot

Warren2 — Fri, 31 May 2024 15:32:27 GMT

Greetings all,

We are on the free plan and have just discovered that we have a problem where customer replies to our emails are not always being received in Hubspot. This problem seems to be prevaliant with our customers using Gmail but might not be limited to just that.

I work from the converstations inbox and have had this setup for a few years already. The email account is configured in Settings -> Inbox -> Inboxes and from our hosting side we forward all emails to the forwarding address provided. Recieving emails in this manner is working perfectly.

Emails sent by us from the conversations tab get delivered from a hubspot generated email account such as support=domainname.com@bf.hubspot-inbox.com with a reply-to address of support@domainname.com. (this is totally fine and I know it can be changed with the paid plans).

The problem is that in Gmail we are seeing that the reply to address is not always available and when its not, the customer is replying to the hubspot generated email of support=domainname.com@bf.hubspot-inbox.com which never arrives in our inbox.

I don't really know when this issue started but I'm now getting people reaching out to us over socials because we are not replying to their emails which we never received.

I suppose a TLDR of this issue would be that emails sent to support=domainname.com@bf.hubspot-inbox.com are not appearing in Hubspot.

I spoke with Hubspot support and they suggested re-adding the account in the Inbox settings which I have done, however the results are hit and miss. In two tests I have done, one address had a reply-to address and response was received, while the other only had the hubspot generated one and the reply was not received..

Any help would be greatly appreciated! Thank you!

Re: Replies to emails not being received in Hubspot

PamCotton — Fri, 31 May 2024 22:38:24 GMT

Hey @Warren2, Happy Friday!

Please verify that your email forwarding setup is correct in your hosting settings. Ensure that all emails are being forwarded to the correct HubSpot forwarding address.

Re-check the configuration in HubSpot under Settings -> Inbox -> Inboxes to ensure everything is set up correctly.

You mentioned that HubSpot support suggested re-adding the account in the Inbox settings. Since this resulted in inconsistent results, try the following:

Remove the account from HubSpot settings completely and then re-add it. Ensure that any cached settings or configurations are cleared before re-adding the account.

I hope this information helps,

Pam

Re: Replies to emails not being received in Hubspot

Warren2 — Sat, 01 Jun 2024 08:36:58 GMT

Hi Pam,

Thank you for your suggestion.

Regarding your first suggestion of checking my forwarding settings with my hosting provider; this is not an issue and never has been. Emails sent to the forwarding address support@123456.hubspot-inbox.com that Hubspot provided is working.

The "from" address used while sending email from the inbox is different to this and is a variable domain managed by HubSpot which I have no control over. This domain is support=domainname.com@bf.hubspot-inbox.com.

My issue is that gmail seems to be ignoring the "reply-to" header (which is my real email address) and when users reply to this variable domain support=domainname.com@bf.hubspot-inbox.com they are not delivered into the Hubspot inbox.

Is this by design?

Readding the account does not change anything about this behavior.

Furthermore there is a discussion on Google support regarding this "reply-to" header being ignored. The reasoning for this is understood - https://support.google.com/mail/thread/137115126/why-is-gmail-ignoring-the-reply-to-header?hl=en

It is expected though that should a customer email directly to that variable domain that the email will still appear in Hubspot.

Re: Replies to emails not being received in Hubspot

Warren2 — Sat, 08 Jun 2024 08:09:24 GMT

Is anyone from Hubspot able to comment on this?

Re: Replies to emails not being received in Hubspot

PLeyten — Fri, 01 Nov 2024 02:06:35 GMT

Hi, is there any movement on this? I have the exact same issue.

Thanks

Re: Replies to emails not being received in Hubspot

thibautt — Wed, 06 Nov 2024 17:14:52 GMT

Hello,

I have the exact same issue, as gmail do not always respect the Reply-To, some custumer reply the email used by hubspot, and we never received the response email in hubspot.
hello=<mydomain>@bf.eu1.r.hubspot-inbox.com

If there is no solution to that issue, I could not used anymore hubspot to send email to my customer.

Regards.

Re: Replies to emails not being received in Hubspot

PLeyten — Mon, 02 Dec 2024 23:39:50 GMT

Hello,

Is there any more movement on this??? I currenlty have to use aGmail to email Gmail accounts and can not use Hubspot. We will likely move on from Hubspot if this issue can't be resolved.

Please Hubspot gurus, help me!

Re: Replies to emails not being received in Hubspot

thibautt — Tue, 03 Dec 2024 07:35:56 GMT

Hello,

There is absolutly no solution to that problem.
We even pay the support for 1 month to have officially somone helping us with the issue and they didn't find any solution, basically, Hubspot don't want to fix the issue.

They necessary want we create a dedicated new email under a subdomain that doesn't make sense.
Note: there is lot of difference between hubspot CRM & Hubspot Marketing, they do not offer same technical solution

Now as workaround, we are trying to send from gmail directly (using smtp adress) and we installed the hubspot plugin for gmail to track outgoind email, we don't send anymore from Hubspot application. This solution works if your need is only the CRM part.

Regard.

Re: Replies to emails not being received in Hubspot

Ian_F_C — Fri, 28 Feb 2025 17:00:05 GMT

We have a free HubSpot account and had the same issue. We had set up a "Custom From Address" in the Inbox email configuration of reservations@ourdomain.com and sometimes when Gmail (and presumably Google Workspace) users replied to an email we had sent in the Sales Hub Conversations Inbox, it was sent to reservations=ourdomain.com@bf.eu1.r.hubspot-inbox.com, rather than reservations@ourdomain.com or the full forwarding address ourdomain@1234567890.eu1.r.hubspot-inbox.com. Note the equals sign in the address Gmail tried to send to, which meant we didn't get it, but it didn't bounce back to the sender either.

As soon as we switched off the custom from address it seemed to start working fine again, at least in tests we did to a Gmail account we own ourselves today. Time will tell if it's fixed it for all senders.

It seems like Gmail was trying to concatenate an addess to send to using the custom "from" address and Hubspot's "reply to". An email expert may better able to explain better why it did this, but that was what our tests found.

So, in short, if you are using a customer from address, trying switching to a default from address instead. Good luck!

Re: Replies to emails not being received in Hubspot

Ian_F_C — Fri, 28 Feb 2025 17:02:31 GMT

It seems like Gmail was trying to concatenate an addess to send to using the custom "from" address and Hubspot's "reply to". An Gmail expert may better be able to explain better why it did this, but that was what our tests found.

So, in short, if you are using a custom "from" address, trying switching to a default "from" address instead. Good luck!

Re: Replies to emails not being received in Hubspot

PLeyten — Mon, 24 Mar 2025 03:00:08 GMT

Any updates on this please? Surely Hubspot have a work around?

Re: Replies to emails not being received in Hubspot

CSchaal — Thu, 31 Jul 2025 22:27:57 GMT

Hi there,

Has a solution to this issue been found yet?

We have been experiencing the same issue without realising it. A neighbour of mine who is also a client of my company sent me a WhatsApp message to say that he had not heard back from us for a while, which was, of course, very embarrassing.

I was not aware that emails sent to the auto-generated HubSpot address support=domainname.com@bf.hubspot-inbox.com are not received at all, and the sender does not even receive an automatic reply. This means they don't know their message has never been read and has basically vanished into the ether.

Thanks in advance for finding a solution!

Kind regards,
Christian

Re: Replies to emails not being received in Hubspot

Victor_Becerra — Fri, 01 Aug 2025 18:53:38 GMT

Hi @Warren2

Thank you for your question! I found a detailed solution for this exact issue in another community post:

https://community.hubspot.com/t5/CRM/Some-replies-to-tickets-have-the-wrong-email-address-and-are-not/m-p/1066843

The post explains the root cause and provides the solution involving domain authentication.

Please let me know if this helps resolve the issue!

Best, Victor