# Incoming mail

**URL:** <https://community.hubspot.com/t/incoming-mail/30580>\
**Category:** Sales Email\
**Tags:** free\
**Created:** [January 21, 2021, 5:17pm UTC](https://community.hubspot.com/t/incoming-mail/30580 "2021-01-21T17:17:28Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![sardinia](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/sardinia/32/28756_2.png) [@sardinia](https://community.hubspot.com/u/sardinia)\
**Post date:** [January 21, 2021, 5:17pm UTC](https://community.hubspot.com/t/incoming-mail/30580/1 "2021-01-21T17:17:28Z")

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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?

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**Author:** ![karstenkoehler](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/karstenkoehler/32/68554_2.png) [@karstenkoehler](https://community.hubspot.com/u/karstenkoehler)\
**Post date:** [January 21, 2021, 5:50pm UTC](https://community.hubspot.com/t/incoming-mail/30580/2 "2021-01-21T17:50:50Z")

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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](https://knowledge.hubspot.com/email/log-email-replies-in-the-crm#replies-to-emails-sent-using-a-connected-inbox)

You can always log emails manually following these steps: [Log email in your CRM with the BCC or forwarding address](https://knowledge.hubspot.com/settings/log-email-in-your-crm-with-the-bcc-or-forwarding-address)

Hope this helps!