topic Re: Logging of incoming Gmails in Tickets & Conversations

Logging of incoming Gmails

JPairis — Tue, 28 Nov 2023 14:07:35 GMT

Hi Community,

I was wondering how you all fixed the following.

We've connected HubSpot with Gmail in the Settings-General-Email.
This enables sending emails with your Gmail as the Sender, user@org.com

But if the recipient replies to user@org.com it will end up in Gmail and not in HubSpot under the deal where we'd like to have it.

In my prev. organisation we used Pipedrive and here it worked like a charm.

Re: Logging of incoming Gmails

karstenkoehler — Tue, 28 Nov 2023 14:11:23 GMT

Hi @JPairis,

For email replies to log correctly, this requirements have to be met. Can you confirm that all of them are met?

https://knowledge.hubspot.com/email/log-email-replies-in-the-crm#requirements-for-a-reply-to-log

Re: Logging of incoming Gmails

JPairis — Wed, 29 Nov 2023 12:47:49 GMT

Ah thanks @karstenkoehler , I was not aware that we needed a plugin.

With the plugin though, it logs the reply under a Contact and not under the deal. Do you know how to fix that?

Also, we'd like our frontline not to work in Gmail. Do you have any good idea's on how to notify our agents on a new reply?
They'll be generally in the HubSpot conversations/inbox section, but these replies don't end up there

Re: Logging of incoming Gmails

karstenkoehler — Wed, 29 Nov 2023 13:05:16 GMT

Hi @JPairis,

I'm not sure I'm following.

The inbox you connected under Settings > General > Email is your personal inbox. For replies to log, these requirements must be met: https://knowledge.hubspot.com/email/log-email-replies-in-the-crm#requirements-for-a-reply-to-log

The conversations inbox is something different. If they work from the inbox, new replies should show up at the top of the conversations inbox. Is that not the case?

Re: Logging of incoming Gmails

JPairis — Wed, 29 Nov 2023 13:20:45 GMT

Sorry, I will elaborate.

Our ideal scenario would be that all of our customers would contact the generic Sales inbox (sales@org) connected to HubSpot for obvious reasons like holidays and sick leave.

Unfortunately, the majority of our clients choose to contact our agents directly on their individual work email (agentname@org). This did not end up in HubSpot and that was a problem.

A fix for this was implemented by someone, and this fix was a Gmail Rule to forward almost everything to the Sales inbox. Unfortunately, this was a poor fix because this overloaded the inbox with junk.

Back to the now.

With the HubSpot plug-in we will potentially fix 1 part of the process. That is replies to agentname@org will be logged.

Now we need to take that information and inform the agent about the new reply. Because they will/should not be in Gmail for their customer contact but in HubSpot.

Also, we track progress and communication in a deal. So it would be perfect if the logging could not be on the contact but on the deal.

Re: Logging of incoming Gmails

JPairis — Fri, 01 Dec 2023 08:51:28 GMT

Back to the now.

With the HubSpot plug-in we will potentially fix 1 part of the process. That is replies to agentname@org will be logged.

Now we need to take that information and inform the agent about the new reply. Because they will/should not be in Gmail for their customer contact but in HubSpot.

Also, we track progress and communication in a deal. So it would be perfect if the logging could not be on the contact but on the deal.

Re: Logging of incoming Gmails

karstenkoehler — Fri, 04 Apr 2025 04:42:28 GMT

Hi @JPairis,

There is a big update here, currently in beta – you might see it under Settings > Product updates. (If not, you'll have to be a bit more patient.)

Contact email logging rules

What is it?

Contact email logging rules let admins configure their portal to automatically capture all email communications between users and existing contacts in HubSpot.

Why does it matter?

The current default logging behavior only captures contact emails that are replies to already logged user emails, which can lead to important communications being missed in your CRM:

When a contact responds to a sequence but their email isn't logged

When you send emails from your mobile device without using the BCC address

When you forget to click Log in your email client

Previously, you needed to use the forwarding address or the the retroactive Log button, requiring extra manual steps to capture missing emails.

How does it work?

In Settings, navigate to Objects > Activities > Email Log & Track to find the new section for Contact email logging rules.

The default value is "Log replies to logged threads only", which will keep functionality as it has always been.

To get the new behavior, select "Log all emails to/from known contacts". This will log all emails between the personal connected emails of users who have Personal email access permissions and contacts who are not on the Never Log list.

If you choose the new logging behavior, be aware of these key differences:

All emails users send from outside of HubSpot (such as the email client, mobile apps) to existing contact records will log to the CRM.

All emails from existing contacts to users will log to the CRM.

Emails sent outside of HubSpot to recipients who are not contacts, will not log. You will need to continue using the Sales Extensions or add the BCC address.

Email attribution

Emails that are logged from contacts that are net new email threads will be attributed to HubSpot users accordingly:

If the email only has one recipient, attribute to that user.

If the email has multiple recipients, but only one is associated with a user, attribute to that user. An email address is associated with a user if they have it as a connected personal email address, it's their HubSpot user account email, or an alias.

If the email has multiple recipients, and more than one associated with a user, attribute to the contact owner.

Who gets it?

This feature is available for all HubSpot hubs and tiers.

Learn More:

Join the discussion on our Community

Learn more on the Knowledge Base

Best regards!