We have set up IMAP+SMTP email through HubSpot.
We have discovered an issue with direct one-to-one emails. Our one-to-one open rate is very low, and it turns out that some emails are not being sent.
Our replies to customers’ emails within the Hubspot show as sent, but they do not appear in our sent mailbox on the server.
The only emails that appear in the sent mailbox and are successfully received by the contact are the ones that are sent as new emails.
Does anyone know how to resolve this?
Hey @SashaFunk, thank you for posting in our Community!
Please, ensure that your SMTP settings in HubSpot are configured correctly. Double-check the server address, port number, and authentication credentials (username and password).
I want to share this knowledge base with more information here.
I hope this helps,
Pam
Hello Pam,
The SMTP settings in Hubspot are configured correctly. NEW emails received and sent from our Hubspot account are sent and delivered successfully. The issue occurs when we reply to an email.
Sasha
Hi @SashaFunk, I hope that you are well!
Thank you for the additional information.
I’d like to ask clarifying questions to help you the best we can:
1. Where in HubSpot are you sending the emails? Is it from a contact record? Is it from a shared conversation inbox? Elsewhere?
2. If it is from the conversation inbox, did you put in place a redirect? If yes, did you add the forwarding email address to your email provider’s setting?
3. In HubSpot the emails is shown as sent, with no error message (even on the contact record). But in your personal inbox, in the sent folder, the email doesn’t appear. Is that right?
The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.
I also wanted to invite a couple of subject matter experts to this conversation: Hi @Josh, @Jnix284 and @BukunmiOdetayo do you have suggestions to help @SashaFunk, 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 brilliant day!
Best,
Bérangère
Hello Bérangère,
Thank you for responding to my post.
To answer your questions:
1. We send emails only from the contact record.
2. We don’t use the conversation inbox for sending emails, but I have checked the redirect setting. It seems we haven’t added the forwarding address to our email provider. Thanks for the link to more information.
3. Yes, correct.
I have turned off the conversation inbox channel for now and will try sending emails again. I will let you know the result.
Have a great day.
Sasha