Incoming mail

Smart CRM & Sales Hub Sales Email
1

Hi, could you please help me understand why lately - if I open a reply from my account (no gmail) I cannot see the same email in the contact reply in hubspot?

2

Hello @sardinia

Not all email replies are tracked in HubSpot, there are a few prerequisites that need to be met.

For example, HubSpot will only track emails when:

  • the original email was sent through the CRM or the email client of your connected inbox
  • the sender of the reply is an existing contact in HubSpot

The full list of criteria can be found here: https://knowledge.hubspot.com/email/log-email-replies-in-the-crm

You can always log emails manually following these steps: Log email in your CRM with the BCC or forwarding address

Hope this helps!