Email Replies to a shared account not logging

Smart CRM & Sales Hub Sales Email
1

Hello,

We use a few shared email accounts (e.g., “pricing@ourcompany.com”) that customers will contact, and then one of our Sales reps will respond and take over the conversations. However, when a sales rep responds and takes over the conversation, the replies to the sales rep’s emails are not logged (since the thread now has a different “OwnerID” than the original email thread).

Does anyone know of a workaround to make sure all of these emails/replies are logged in hubspot?

Thanks,

Sydney

2

Hi @SHodges45,

One workaround is to ask your Sales reps to use the “Log to CRM” within your email platfrom manually. This will ensure that their responses will become part of the HubSpot Conversation Thread, even if the ownership changes.
Still if you encounter any issue please go through this : Track and log emails with the HubSpot Sales Chrome extension | Knowledge Base

Let me know if you have any follow-up questions.
If my post was helpful in addressing your query, Support the community by indicating it as the solution.