Connected Emails marked as Spam

CRM & Sales Sales Email
1

Hi,
I do have a problem where our emails get marked as spam in our Hubspot inbox (Not in our Email Delivery service) and the only reason for that is that the email is sent from our Connected Email in Hubspot.
Email A = our@company.com
Email B = our@customer.com
Connected email in Hubspot = Email A
So the procedure looks like this.
1. Customer fills in a form
2. Our server gets a request
3. Our server sends an email from email A to Email A and Email B
4. The Hubspot feels that there is a new email in our inbox
5. Hubspot marks the email as Spam because Email A is a connected email in Hubspot.
How can I fix this issue?
I’ve been adding our domain to the Allow list and also marked countless emails as “Not spam” but with no success.

2

Hi @JEklund8,

I’m not sure I’m following entirely for the steps you outlined, could you elaborate on these points?

  • You’re referring to sales emails, not marketing emails, correct?
  • Could you elaborate on what happens between step 1 and 2? If we’re talking about sales emails, I would assume that a user in your HubSpot email creates and sends an email. How exactly do they do that? (in HubSpot, via the sales extension in Google or Outlook etc?)
  • If this is an email that is sent automatically, how exactly did you set this up?
  • Could you share an example of such an email?

Generally, if we’re talking about the spam folder of conversations inboxes, HubSpot automatically applies some spam filter rules which you can access here: Manage the allow and deny list in the conversations inbox or help desk

I’d recommend reviewing the settings, maybe it’s just a matter of unticking one of the boxes.

Best regards!

3

I’m not sure I’m following entirely for the steps you outlined, could you elaborate on these points?

  • You’re referring to sales emails, not marketing emails, correct?
    Yes, It’s sales emails that land in the inbox.
  • Could you elaborate on what happens between step 1 and 2? If we’re talking about sales emails, I would assume that a user in your HubSpot email creates and sends an email. How exactly do they do that? (in HubSpot, via the sales extension in Google or Outlook etc?)
    No, It’s on our server. Nothing to do with Hubspot. How Hubspot detects the email is that the email is being sent to Email A (Eg. the connected email). So in short, Server gets a request that a form is submitted. Then the server sends an email to both Email A and Email B. Email A is connected to Hubspot.
  • If this is an email that is sent automatically, how exactly did you set this up?
    Not understanding the question. It’s automatically on first touch-point.
  • Could you share an example of such an email?
    It’s just an email that could be something like “Hello, I need something printed. Could you help us with that?”. That email is being sent to Email A (So we could answer it) and to Email B (As a sending receipt).
4

Also, Those tickboxes don’t help unfortunately :disappointed_face:

5

Hi @JEklund8,

Thank you for the added context. Can you please elaborate and provide more detail about how exactly the email is sent? Do I understand correctly that this email does not originate at all from within HubSpot, but is received by a HubSpot conversations inbox and always put into the spam folder?

Best regards

6

Exactly! This is the procedure.
1. Customer fills in a form on our website and submits it.
2. Our server gets a notice that a form is being submitted.
3. The server sends an email from Email A.
4. The receiver of the email is Email A (So we can handle the email) and Email B (That gets a receipt of the sent email)
5. The email lands in the inbox of Email A.
6. Email A is connected to Hubspot.
7. Since the email was sent from Email A and because Email A is connected to Hubspot — Hubspot marks it as spam eg. Because the email is sent from the same email that is connected to Hubspot.

7

Hi @JEklund8,

Thank you, that makes sense.

Beyond the deny/allow list settings, there aren’t any settings which would manage spam categorization, at least none that I’m aware of.

You would have to reach out to HubSpot technical support for further guidance but I don’t think there’s a solution with your current setup.

Best regards!

8

hello,

does this spam marking affect the reliability score of the email domain?

thanks