Hubspot/ Outlook issues with integration

Smart CRM & Sales Hub Gmail Sales Extension
1

Hey everyone,

I’m Alex, new here.

I need some help. When I email prospects via HubSpot, I get no replies, unlike when I use Outlook. Could I be missing their responses? Also, I get “opened email” notifications when I open the sent email to my prospects in my Outlook, which is linked to HubSpot. Any ideas on what’s happening? Thanks!

2

Hi @ACarmo,
Thank you for asking the Community!
I’d like to ask clarifying questions, please:
1. Can you confirm that you are sending the emails from HubSpot? Or are you using the HubSpot sales extension for Outlook?
2. If you send from HubSpot, from where exactly do you send? The contact record? Or the conversations inbox?
3. Have you checked the spam folder?
I have found similar threads that might help you:
- The solution from @TDAdmin on this post “Cannot see replies from my contacts”
- The solutions from @trevordjones and @Jnix284 on this post “No Email Logging on Responses”
I also wanted to invite a couple of subject matter experts to this conversation: Hi @Jnix284, @trevordjones and @AdamLPW do you have suggestions to help @ACarmo, please?
Also, if anybody else has anything to add and/or share, please feel free to join in the conversation :slightly_smiling_face:
Thank you very much and have a great day!
Best,
Bérangère

3

Hi @ACarmo and thanks for the tag @BérangèreL !

If the issue you are having is with emails being sent from the CRM User Interface (ie the Contact Record), I would first go to Settings>General, click on the email tab, and make sure your email is set up correctly.

  • Is your personal email connected to HubSpot? It should be if you are using the extension, but I would still verify this.
  • Have you set up an email signature? This should be the same as what people see when you send from your mail client.
  • Make sure your profile in Settings>General>Profile is completely filled out, as your name on this profile is used as the from name on emails.
  • If you can’t conenct your personal email for some reason, make sure that your email sending domain is configured properly with DKIM, SPF, and DMARC records. Sends that don’t come from your personal email will appear suspicious to a receiving ISP if these are not in place. While this will help, it will still be treated as bulk mail by the receiving ISP, so connecting your personal email is the preferred route.