This is a googlemail address and all emails are managed directly in the gmail inbox.
Emails are copied into the CRM using the sales extension
Every person’s sales extension is logged into their own individual hubspot account
Sometimes Employee 1 are the first point of interaction (i.el first to reply from the info@ email address) which I thought might be dirivng it, but I have see instances where another employee as first picked up the email on the info@ email address and still they are logged against employee 1
Employee 1 does not own the contact record that the emails are being associated with
Employee 1 does not own the company record that the emails are being associated with
Employee 1’s account is not associated with the info@ email address
Can anyone suggest what might be causing it to keep being logged against employee 1? Or at least, can someone help me understand how Hubspot decides who to assign activities to - perhaps I’m missing somehting?
Hi @MJohnson068 ,
It sounds like you’re facing an issue where email activities are being incorrectly attributed to Employee 1, even when they’re not the first to interact with the email. Here are a few potential causes and things to check that might help clarify why this is happening:
1. Sales Extension Attribution
HubSpot attributes email activity to the user whose email inbox is connected through the HubSpot Sales Extension. If Employee 1’s account is somehow linked to the shared inbox (info@mycompany.com), this could be causing activities to be logged under their name, even if they weren’t the one responding. Action: Double-check that each employee has their own individual Gmail account connected to the HubSpot Sales Extension, and ensure that Employee 1’s account isn’t mistakenly associated with the shared inbox.
2. First Reply Attribution
HubSpot sometimes attributes activities to the first user who interacts with the email thread. If Employee 1 is replying first—even if another employee is the first to read or interact with the email—HubSpot may consider Employee 1 as the owner of the activity. Action: Check the order of interactions. If Employee 1 is the first to reply, this could explain why the activity is being logged under their name.
3. Contact or Company Ownership
Even though Employee 1 doesn’t own the contact or company, HubSpot may still attribute activities to them if those records were previously associated with them in some way (e.g., prior interactions, historical ownership, or other attribution rules). Action: Review the ownership of the contact and company records in HubSpot to ensure there is no previous connection with Employee 1 that might be influencing the attribution.
4. Shared Inbox Setup
In some cases, the setup of shared inboxes in HubSpot can lead to misattribution if the email activity is logged under the wrong user. This might happen if the system is unable to clearly identify which employee interacted with the email first. Action: Make sure the shared inbox (info@mycompany.com) is set up correctly in HubSpot and that it’s logging activity to the appropriate users. Review the “Reply From” settings to ensure that the correct user is logged when emails are sent or replied to.
5. Workflows or Automation
If you have any workflows or automation rules that assign ownership or log activities, they might be overriding the expected attribution. Action: Check if any workflows are set up to assign activity to Employee 1, or if automation rules are influencing how activities are being logged.
Conclusion:
I recommend reviewing the following:
Sales extension settings for each team member to ensure individual accounts are connected.
Shared inbox setup in HubSpot to ensure emails are being logged under the correct user.
Ownership of contact/company records to check for any misattribution.
Automation and workflows to ensure no rules are wrongly assigning activity to Employee 1.
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