Forward email not working

[montag]

Our email is set up with Outlook and everything works well as far as sending and tracking opens / clicks.

But when it comes to logging in received emails, neither BCC nor Forwarding is being logged.

I know that the emails are being sent but Hubspot is not logging them in, at all.

This worked 2 weeks ago, but know it doesn’t.

Can someone from Hubspot jump in here and please help me out and see what is going on.

EDIT:

On top of it, the Outlook integration seems to deactivate within the settings page as well. So I have to hit the integration button over and over to keep it integrated, but emails are still sending out.

This is clearly a bug and I’d love to have someone address this issue.

Thanks

Thanks

[roisinkirby]

Hey @montag thanks for the question.

First things first, can you confirm which version of Outlook you are using and exactly how you are forewarding emails to the CRM. Only Outlook365 users are able to have these emails automatically forwarded, as per these instructions.

As an Outlook user, if you are manually forwarding emails to the CRM, you need to make sure of the following otherwise the process will not work:

1. The email address that you forward the email from must match the email address of your user in the CRM.
2. The recipient does not have the same company email domain as you. The Log in CRM feature will not log an email for any emails that are sent to a contact with the same company email domain as you.
3. The Forwarded message text block must be present at the top of the email and in English.
4. Our system looks at the block of text that is automatically added by your email client when you select the forward button, which usually looks something like this:

Could you please review the above in detail and let me know once you have followed these troubleshooting tips?

[Natasha-Raymond]

Hi Roisin,

I am similar issues to @montag

Gideon Hillman Consulting have recently started to use Hubspot, and everything works fine, apart from forwarding noe-logged emails into Hubspot using the BCC Hubspot forwarding email address.

I noted on the support guidance below:

As an Outlook user, if you are manually forwarding emails to the CRM, you need to make sure of the following otherwise the process will not work:

1. The email address that you forward the email from must match the email address of your user in the CRM.
2. The recipient does not have the same company email domain as you. The Log in CRM feature will not log an email for any emails that are sent to a contact with the same company email domain as you.
3. The Forwarded message text block must be present at the top of the email and in English.

I have tried numerous times today, and I thought I had it working, but it appears not.

However, forwarding an email to the contact does log in the CRM, without using the forarding BCC email address.

Can you advise further?

Kind Regards,

Natasha

[Jenny]

Hey @Natasha-Raymond,

Can you clarify what the issue is exactly? You mentioned the bcc address as well as the forwarding address.

The bcc address will allow you to have emails sent from your Outlook logged to your portal. The forward address is meant to log emails that your contacts are sending to you into your portal after they arrive in your Outlook inbox.

If you are experiencing issues with one of these tools not working, can you send along screenshots from your Outlook (including in the sent folder to see whether the forward or bcc address populated in the sent email) and links or screenshots to your example contacts to where the email should be logged?

Thank you,
Jenny

[Natasha-Raymond]

Hi Jsowydra,

Thanks for your email.

I am referring only to using the forwarding email address: 3441617@forward.hubspot.com

For clarity, I am trying to forward retrospective emails to a contact record, for a contact which has been added to the CRM, in retrospect to when emails from them were received.

(Our BCC track and log to CRM function works fine when sending emails from the CRM and logging in Outlook as sent item, and when sending an email from outlook and logging it in the CRM as an email on the contact record).

Testing the forwarding address, it is not working, as it is not logging emails from outlook inbox into Hubspot, under contacts.

Please see below screenshots of this below:

This is the email I am trying to forward to be logged under the contact Natasha Raymond in Hubspot (as an example):

Email sent to the forwarding email address, in html, English, with the forwarding information at the top of the email clear to read.

**

**

However, when I check under the contact record in Hubspot, there is no sign of the forwarded email in Hubspot:

In the Dashboard view, this is the notification I receive:

But then this is the view from the contact record, where I thought the email would be logged:

Please can you confirm what the fault is, and how to fix this?

Kind Regards,

Natasha Raymond

[Natasha-Raymond]

Hi @jennysowyrda

Thanks for your email.

I am referring only to using the forwarding email address: 3441617@forward.hubspot.com

For clarity, I am trying to forward retrospective emails to a contact record, for a contact which has been added to the CRM, in retrospect to when emails from them were received.

(Our BCC track and log to CRM function works fine when sending emails from the CRM and logging in Outlook as sent item, and when sending an email from outlook and logging it in the CRM as an email on the contact record).

Testing the forwarding address, it is not working, as it is not logging emails from outlook inbox into Hubspot, under contacts.

Please see below screenshots of this below:

This is the email I am trying to forward to be logged under the contact Natasha Raymond in Hubspot (as an example):

Email sent to the forwarding email address, in html, English, with the forwarding information at the top of the email clear to read.

**

**

However, when I check under the contact record in Hubspot, there is no sign of the forwarded email in Hubspot:

In the Dashboard view, this is the notification I receive:

But then this is the view from the contact record, where I thought the email would be logged:

Please can you confirm what the fault is, and how to fix this?

Kind Regards,

Natasha Raymond

[Jenny]

Hi @Natasha-Raymond,

Can you confirm that this is the behavior for all emails that you are forwarding into your portal?

If you can please send along the email headers for the email that you forwarded (following these steps). Additionally, can you please try forwarding the email to the forwarding address and also bcc’ing it to a different address (an inbox you have access to). I am curious to see if the email is received in the other inbox.

Thank you,

Jenny

[Natasha-Raymond]

Hi @jennysowyrda

Thank you for your reply to my email below:

"Can you confirm that this is the behavior for all emails that you are forwarding into your portal?

If you can please send along the email headers for the email that you forwarded (following these steps). Additionally, can you please try forwarding the email to the forwarding address and also bcc’ing it to a different address (an inbox you have access to). I am curious to see if the email is received in the other inbox".

Please see below my reply:

As instructed, I opened the forwarded message in my outlook (2016 version).

Please see the email internet header from my email forwarded to the hubspot forwarding address:

Received: from DB4PR06MB329.eurprd06.prod.outlook.com (10.141.233.140) by
DB4PR06MB329.eurprd06.prod.outlook.com (10.141.233.140) with Microsoft SMTP
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by DB4PR06MB329.eurprd06.prod.outlook.com (2a01:111:e400:982e::12) with
Microsoft SMTP Server (version=TLS1_2,
cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P256) id 15.20.77.7; Fri, 20 Oct
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Authentication-Results: spf=pass (sender IP is 40.92.72.96)
smtp.mailfrom=hotmail.com; hillman-consulting.co.uk; dkim=pass (signature was
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action=none header.from=hotmail.com;
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From: natasha natasharaymond1@hotmail.com
To: “natasha@hillman-consulting.co.uk” natasha@hillman-consulting.co.uk
Subject: Fw: Your Amazon.co.uk order of “2” x “Aromatherapy Incense Sticks…”
and 1 more item(s) has been dispatched
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link to analysis here: Email Header Analyzer, RFC822 Parser - MxToolbox

______________________________________________________________________________

As requested, I did also forward the same email to our Hubspot ID forwarding address and also bcc’ing it to a different address.

The forwarded email was not recorded under the contact has having been sent or received an email.

However, I received the Blind copied email to the email address I used, with access to the mailbox: natasha@hillman-consulting.co.uk

Screen shots below:

However, no forwarded email is logged in Hubspot against contact Natasha Raymond.

I cannot provide analysis for this email as Outlook just presents me with an empty box:

Hope this helps.

Myself and my colleagues are having this issue, please can you let me know how to resolve ASAP?

Kind Regards,

Natasha

[ATitheridge]

I’m having the same issue.

Using Outlook 2013 on windows.

Forwarded messages do NOT look like this :

---------- Forwarded message ----------From: Chris Stone <stone@sidekick.com>Date: Tue, Jul 5, 2016 at 1:49 PMSubject: Re: Please readTo: Emily Keefe <ekeefe@hubspot.com>

Outlook 2013 looks quite different and the from: date: lines are much further into the email.

The word “Forwarded” doesn’t exist in the email at all anywhere.

[8spl]

Hi,

i’m having the same issue with the forwarding not working.

i have the same issue with user ATitheridge.

Outlook 2013 do not have the “------- Forwarded message -------------”

Does this mean Hubspot do not recognise this as a forwarding message that needs to be log into the crm contact?

Second this message was forwarded from my domain which was set not to log anything as long as it is from this domain. Is this the cause too?

Please help advice.

[roisinkirby]

Hi @8spl the header I referened above is required to log forwarded emails.

[FS_Films]

Dear Jenny - I am also having this issue.

I am forwarding from webmail, of the email which the account in hubspot uses, along with the connected inbox of hubspot.

The chat support person did not help, and wants me to pay the upgrade to lodge a ticket of the problem. Perhaps this is a underhanded sales tactic.
Here is a screenshot of the headers of a forwarded email from today

I can receive emails in hubspot via the connected inbox, but the hubspot forward email does not receive any emails into hubspot.
This is a platform problem, and should not require users to upgrade simply to lodge the broken functionality ticket.

[louischausse]

Hi,

We have the same problem, and I’m trying to troubleshoot it.

We use Office 2013. Sometimes it works and sometimes not… Are you sure it is only for Office 365? If yes, why does it works sometimes on Office 2013?

Does it matter if the forwarded message doesn’t include the line:

---------- Forwarded message ----------

It includes everything else:

From: Chris Stone <stone@sidekick.com>Date: Tue, Jul 5, 2016 at 1:49 PMSubject: Re: Please readTo: Emily Keefe <ekeefe@hubspot.com>

If it is not the problem then I don’t know what it can be

[Jenny]

Hi @louischausse,

The forward message does need to include the ----Forwarded Message------ line. For more information on how the information needs to be formatted, click here.

Thank you,

Jenny

[LaurieAdX]

Our properly formatted emails forwarded from Outlook to Hubspot from existing Hubspot contacts are NOT being posted to Hubspot. This is happening across multiple contacts from multiple companies/domain names. All companies, domain names, and contacts already exist in Hubspot and “properly formatted” means that the emails conform to all of the requirements in your answer and in the Hubspot Knowledge Base article listed at the bottom of this reply.

I have confirmed that we are using the correct BCC address and that the emails have their original/proper header information.

This should work, why is it not? This is something we really need to do.

Thanks - Laurie

Knowledge Base article: Log email in your CRM with the BCC or forwarding address

[EBradley1]

I think it’s really quite absurd that HubSpot requires English-language tags in order to work. Would it really be a stretch for HubSpot to add multi-language support in it’s algorithms for “From/Date/Subject/To” ?

We’re a Norwegian company and the forwarding doesn’t work because of this.

[andypoulsen]

I’m also unable to log my received emails.

When I used a different CRM system, I could “redirect” my incoming messages to the crm email address (i.e. like my xxx@bcc.hubspot.com address), and it would get logged to the contact(s) in the from and cc fields. This doesn’t work with Hubspot, and nor does forwarding the message to that address.

One of the things I really liked about being able to redirect the messages was that it was nice and clean, and the message showed up in that CRM system just like it did in my inbox (no additional headers or anything like that).

Is there a way to have this work in Hubspot? As it is now, I am unable to log/track any of my received messages, so I have an incomplete picture of what’s happening.

Any thoughts/ideas/etc will be much appreciated.

Thanks!

[Jenny]

Hi @andypoulsen,

Are you encountering a specific issue with the forwarding email address? The forwarding address will allow your replies to be logged in the crm, so if you are encountering a specific issue with it, and can send along screenshots and links to contact records, that would be great.

Thanks,

Jenny

[andypoulsen]

Hi Jenny,

Yes, the forwarding address works fine for emails I send (I bcc that address on all my outgoing messages). The problem is that I can’t log any of my received emails. I have tried forwarding them to the forward address, and also redirecting them, and neither approach adds the email to the contact’s record.

I’ve tried forwarding both as a bcc and as a regular forward, and neither one works. Similarly for the redirect as a resend-bcc and a resend-to. None of those options result in the message ending up in my hubspot record for that contact.

When I forward a message, the message header looks like this (though the text is in a 4-row x 2-column HTML table):

-------- Forwarded Message --------

Subject: My Subject

Date: Thu, 4 Jan 2018 21:13:58 +0000

From: my contact mycontact@theircompany.com

To: Andy Poulsen andy@mycompany.com

When I do a redirect (using a Thunderbird extension that essentially re-sends a message to a new recipient, keeping the timestamps and everything else as in the original message), there are several resent-* headers in message source similar to this:

Resent-From: Andy Poulsen <andy@mycompany.com>
Resent-To: undisclosed-recipients: ;
Resent-Date: Thu, 4 Jan 2018 15:12:03 -0700
Resent-Message-ID: <473b6e1d-77cb-596d-88d9-71155e0beb70@mycompany.com>
Resent-User-Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:52.0) Gecko/20100101 Thunderbird/52.5.2

The body of the resent (or redirected) message looks just like it did when originally received, which is what I would like to have happen when I view it in HubSpot.

However, as things are now, none of those messages ever get to HubSpot in any form, so they don’t show up at all.

What else can I do?

[Jenny]

Hi @andypoulsen,

Can you try taking a response and manually forwarding it to the forwarding address? The header will need to be formatted as the example is formatted in this article.

I would be curious what this results in, and whether the forwarded header shows only one recipient.

Thank you,
Jenny