We recently rolled out hubspot and started using the chrome sales extension to log outbound emails.
The email account is a gmail shared inbox (custoemr service) and I would like to know, in hubspot, who of the team si actually sending the email.
Initially I assumed that the user sending the email would be identified by the Hubspot individual users accounts used to log into the extension (so to be clear: 1 only gmail account, but each user log into the extension with his own HS account).
However emails are all logged as “User A sent xxx” whoever is sending the email (user B, user C).
Curious enough, if logging happens manually afterwards (e.g. not logged when sending, logged amnually later clicking on “register in HS”) the user is correctly displayed (e.g. “user B sent the email”). If automatically logged when sending it still say “User A sent email” even if it was user B.
Hey @05311, thank you for posting in our Community!
One potential solution to explore is checking the individual settings within the Chrome sales extension for each user. Ensure that they are logged in with their respective HubSpot accounts before sending emails.
Additionally, verify if there are any specific permissions or preferences within HubSpot related to email logging that might be affecting the accurate attribution of senders. (More information here)
Hi @05311 and welcome to the community. If your customer service team is using HubSpot, are they using the Service Hub “Conversations Inbox” functionality? I’ve used this and it works well, but to be honest I use it inthe HubSpot tool with the team email rather than through our Gmail interface. I use my own Gmail, and the team email through HubSpot - maybe that’s the difference.
But I’d definitely look at that first if it were my portal.