Guys,
I am really unsure if I missunderstand or if this simple feature is really missing:
I want to connect my personal email to hubspot and start sending and receiving emails with that. It all works fine within a single contact I can send and receive emails.
However there is for me no notification or inbox where I can see all incoming email. Imagine a lead answers my email, I have no option to get notified or a list of yet unanswered/opened emails.
I was thinking the “Conversations->Inbox” would have all those emails, but they only have the contact form, chat and the info@ mail, not my personal email.
What is going wrong here? Is this simple feature really missing or do I need to enable a specific setting. I really dont understand, please help 
Hi @NicoSchulz,
You’re correct in your observation, you’re not missing anything. There isn’t a dedicated section of the platform for managing your incoming emails centrally in HubSpot. In this regard, HubSpot is different from other tools.
HubSpot expects you to use an email client (Google Mail, Outlook etc.) alongside HubSpot. (That’s also where the sales extensions come in.)
Conversations inboxes are meant for shared channels (e.g. team email address), not for connecting your personal inbox.
Let me know if you have any follow-up questions!
Alright, this clarifies it for me, but this sounds weird. Cause the shared email does not work via imap, but the personal does. To me this seems not like best solution, however I know the usecases now, thanks!
I totally agree with you @NicoSchulz as I’ve been searching for a solution too. As long as I do not get notified in hubspot that emails have been sent by customers (you even can’t see that within the activity feed) you risk to miss emails. In that case hubspot is a bad choice and not intuitive at all - you need to have an inbox for emails sent from customers and a list of unanswered/unopened emails…this must change @hubspot
@karstenkoehler
I am thinking that we could use a workflow that triggers based on the contact property ‘Recent sales email replied date’ in order to create a task for the Account Manager to reply. However, the contact owner does not seem to be populated, so I don’t know who I should assign the task to. Furthermore, the name of the property indicates that it only tracks replies to emails we have sent, do you know if it will be populated if the merchant emails us first?
Could this work if we figure out why the contact owner doesn’t populate based on email recipient?
Yes HUGE issue. Because there is no Inbox and the user is forced to use use Gmail or outlook (web version only!). E-mails sent from your phone won’t even sync under customer activity. When a customer e-mails you directly without replying to one of your e-mails, that e-mail won’t even sync to hubspots activity. I’ve been exploring Hubspot alternatives. CRM means customer relationship managment; how can you have customer relationships without an e-mail inbox that properly logs communication?
Hi @NicoSchulz,
HubSpot now has a beta that is not an inbox but at least a central view of all logged sent emails and replies to them:
Connected Email
Emails index page
December 3, 2024
What is it?
We’ve built the emails index page, where you can bulk manage your portal’s 1:1 emails.
Why does it matter?
The emails index page now offers a centralized location to manage email engagements across senders and recipients, unlocking bulk data management activities such as deleting unwanted emails from your CRM.
How does it work?
Navigate to any CRM index page such as contacts.
Use the drop down in the top left of the page to select “Emails”.
Use all of the out of the box index page features to access the emails you are looking for: Advanced filters, Edit columns, Add views, Select all, Delete, etc.
If you accidentally delete emails, use the actions drop down in the top right to restore records.
Who gets it?
All Hubs and Editions
Learn More:
Join the discussion on our Community
You can find this beta here:
Once opted into the beta, you can use the ‘Advanced filters’ on the emails index page to filter for emails where ‘Activity assigned to’ is yourself, then clone and save the view for easy access:
Have a great day!
Hi @NicoSchulz and everyone,
Another big update here, currently in beta – you might see it under Settings > Product updates. (If not, you’ll have to be a bit more patient.)
Contact email logging rules
What is it?
Contact email logging rules let admins configure their portal to automatically capture all email communications between users and existing contacts in HubSpot.
Why does it matter?
The current default logging behavior only captures contact emails that are replies to already logged user emails, which can lead to important communications being missed in your CRM:
- When a contact responds to a sequence but their email isn’t logged
- When you send emails from your mobile device without using the BCC address
- When you forget to click Log in your email client
Previously, you needed to use the forwarding address or the the retroactive Log button, requiring extra manual steps to capture missing emails.
How does it work?
In Settings, navigate to Objects > Activities > Email Log & Track to find the new section for Contact email logging rules.
The default value is “Log replies to logged threads only”, which will keep functionality as it has always been.
To get the new behavior, select “Log all emails to/from known contacts”. This will log all emails between the personal connected emails of users who have Personal email access permissions and contacts who are not on the Never Log list.
If you choose the new logging behavior, be aware of these key differences:
- All emails users send from outside of HubSpot (such as the email client, mobile apps) to existing contact records will log to the CRM.
- All emails from existing contacts to users will log to the CRM.
- Emails sent outside of HubSpot to recipients who are not contacts, will not log. You will need to continue using the Sales Extensions or add the BCC address.
Email attribution
Emails that are logged from contacts that are net new email threads will be attributed to HubSpot users accordingly:
- If the email only has one recipient, attribute to that user.
- If the email has multiple recipients, but only one is associated with a user, attribute to that user. An email address is associated with a user if they have it as a connected personal email address, it’s their HubSpot user account email, or an alias.
- If the email has multiple recipients, and more than one associated with a user, attribute to the contact owner.
Who gets it?
This feature is available for all HubSpot hubs and tiers.
Learn More:
Join the discussion on our Community
Learn more on the Knowledge Base
Best regards!
