Hello,
The email tracking is not working properly. I have a setup a test contact using my personal Gmail account. From my company email (which uses Google Workspace and the Gmail interface) I sent an email to my personal email. I made sure both the “Log” and “Track” boxes on my email were checked.
The email is successfully logged into Hubspot under my test contact as “Sent” status. However, when I open the email in my personal Gmail, then go back to Hubspot, it does not change the status to “Opened”.
Even after replying to the email in my personal Gmail, Hupspot successfully logged the new inbound email reply in Hubspot, but the outbound email only still shows “Sent” and not “Opened”.
How can I fix this?
Thank you for any help and direction!
Tom
Hi @ThomasI,
This is intended and expected behavior, see here: Block self-open email notifications with the HubSpot Sales Outlook desktop add-in or Chrome extension
Otherwise, whenever you’re checking your sent folder, that would register as an open of your emails to actual recipients.
If you want to test this, send the email to another inbox that doesn’t have the Chrome extension installed – or disable the extension briefly after sending the email.
Best regards
Thanks for the direction on that! I opened the same email on my cell phone (no Chrome extension there) and it now shows “Opens: 1”.
Tom
It’s sounds that the tracking pixel isn’t firing properly. Try disabling and re enabling the hubspot sales extension, thwn clear your browser cache and cookies. Also, make sure you’re opening the tracked email in a browser where the extensions is active. If the issue continues, you may need to reconnect your gmail account to hubspot