Hello HubSpot Community,
I am currently experiencing issues setting up my email inbox correctly in HubSpot and am seeking your assistance.
So far, I have linked both my Gmail address and my business email address to the HubSpot CRM. However, when I click on the “Inbox” tab within the CRM, no emails are displayed. I am able to send emails directly from a contact or company record, and these emails are successfully delivered to my clients. However, whenever a client replies, I do not see these emails in my HubSpot Inbox.
I am attaching a screenshot that shows what my email settings
currently looks like.
I urgently need support for my business email communication and would appreciate any suggestions to resolve this issue.
Thank you and best regards,
Hey @JJanßen
This is because connecting a personal email: Connect your personal email
Connecting an email to the inbox: https://knowledge.hubspot.com/connected-email/choose-an-inbox-
connection
These are 2 different things!
Kindly refer to these knowledgeable articles to understand the difference and let me know if you have any followup questions on this!
Hi @JJanßen,
HubSpot differentiates between a individually connected email address and connected team email addresses:
For a personal connected email address, there is no inbox in HubSpot. HubSpot assumes that you are still using your email client (Microsoft Outlook, Gmail or similar) alongside HubSpot. It’s not possible to access incoming emails to your connected personal address in HubSpot.
For team email addresses, incoming emails will be stored in a conversations inbox and accessible to all users who have inbox access. The conversations inbox is meant as a shared channel for incoming requests that do not have a dedicated recipient yet but are sent to team addresses (sales, support, contact etc).
Best regards!
Hi, thank you for your quick reply.
Understood, I dont need my personal email account in hubspot anyway.
What is your recommendation then? Delete/deactivate my personal GMail Account in Hubspot? Will this solve my problem?
@JJanßen if you want to see incoming emails to a specific address in HubSpot, you would have to follow these steps: Connect channels to the conversations inbox
If the email address is already used as a personally connected address, you would have to disconnect it, correct.
To see the email in the inbox to need to select a channel and connect your team email kindly follow this step-by-step tutorial this is a complete guide to achieve this: Connect a personal or team email to the conversations inbox
If you found our post helpful in resolving your query kindly mark it as an accepted solution!
Hi @JJanßen,
HubSpot now has a beta that is not an inbox but at least a central view of all logged personal sent emails and replies to them:
Connected Email
Emails index page
December 3, 2024
What is it?
We’ve built the emails index page, where you can bulk manage your portal’s 1:1 emails.
Why does it matter?
The emails index page now offers a centralized location to manage email engagements across senders and recipients, unlocking bulk data management activities such as deleting unwanted emails from your CRM.
How does it work?
Navigate to any CRM index page such as contacts.
Use the drop down in the top left of the page to select “Emails”.
Use all of the out of the box index page features to access the emails you are looking for: Advanced filters, Edit columns, Add views, Select all, Delete, etc.
If you accidentally delete emails, use the actions drop down in the top right to restore records.
Who gets it?
All Hubs and Editions
Learn More:
Join the discussion on our Community
You can find this beta here:
Once opted into the beta, you can use the ‘Advanced filters’ on the emails index page to filter for emails where ‘Activity assigned to’ is yourself, then clone and save the view for easy access:
Have a great day!
Hi @JJanßen,
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!
