Hello,
Any replies to my logged emails are not showing in HubSpot. I’ve read the guidelines, I meet all the requirements. I am sending through the Hubspot Sales login in Outlook 365.
When I send a test email to my personal gmail account, and then reply, the reply is showing in Hubspot. I don’t get it. Please help!
Thank you,
Laurel
Hi @LHermann,
Thanks for asking the Community!
I am sorry to hear that you cannot log replies, let’s see this together.
That’s great that you started by checking the requirements for a reply to log!
1. Just to clarify, which type of email is it? Sales email? Marketing email? Email from the shared inbox in the conversation?
2. What have you selected in the settings / objects / activities / email log & track?
3. You send the original email from your personal email with the extension, right? What about the reply? Is the reply sent from Hubspot or also from the extension?
I’d like to share these similar threads that might be of interest:
- The solution from @karstenkoehler on this post “Some email replies not logging automatically in Hubspot”
- The solution from @jennysowyrda on this post “Hubspots doesn’t log replies to my emails. Inbox is connected, Hubspot extension installed”
I also wanted to invite a couple of subject matter experts to this conversation: Hi @Phil_Vallender, @Kevin-C and @FCorbaci do you have suggestions to help @LHermann, please?
If anybody else has anything to add and/or share, please feel free to join in the conversation 
Thanks a lot 
and have a great day!
Best,
Bérangère
Hello Bérangère. Can you please help me? See my reply above.
Hello Bérangère,
Thank you for your help! Here are the answers to your questions:
1. Just to clarify, which type of email is it? Sales email? Marketing email? Email from the shared inbox in the conversation? This is a sales email sent through HubSpot Sales in Outlook 365. I always email from the shared inbox, as do my co-workers (whose email replies are logging just fine).
2. What have you selected in the settings / objects / activities / email log & track? I click the “Log” checkbox in Hubspot sales. I can see the customer’s email has a check next to it, and our account is automatically blind copied when I send the email.
3. You send the original email from your personal email with the extension, right? What about the reply? Is the reply sent from Hubspot or also from the extension? I sent the email from our shared inbox. I’m a bit confused by your question “Is the reply sent from Hubspot or also from the extension?” The reply from my customer would be sent through their email IP, would it not? I don’t see it copied in Hubspot when they reply.
I looked at the two questions you referenced. The first is not helpful, as it just leads back to the guidelines page.
The second question is a bit confusing as well. What do you mean when you tell them “Have you tried forwarding the replies to the contact’s record?” If I forward the reply from the customer to Hubspot, it starts a new thread and is not connected to the initial email.
Thank you again for your help. I’m all out of ideas.
Laurel