Hi @SXL5!
I experienced a similar issue with my team before and and wanted to share a few important notes that helped us solve the issue:
- Email Logging in HubSpot: By default, HubSpot logs emails in the associated contact record rather than the company or deal. To ensure emails are logged correctly, please make sure to click on the “Log” option when composing your email and select both the contact and the associated deal.
- Updated Default Settings: adjust the default HubSpot settings for your organization so that emails are also logged in objects associated with the contact (e.g., companies or deals). Please double-check manually when sending emails through your email provider to ensure everything is logged as intended.
- Always Check “Log” and “Track”: Please ensure that the “Log” and “Track” options are always selected when composing emails.
- HubSpot does not log emails landing the spam folder of the recipient. So make sure all the emails you are sending to your contacts are not being sent to their spam folder.
- HubSpot does not log replies from contacts on previous emails sent unless you also reply over that last email received, that’s because your recipients are not using any HubSpot extension or tracking code. So please always make sure to include HubSpot’s BCC email address
Hope all the previous recommendations help!
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