Not receiving all emails

Smart CRM & Sales Hub Gmail Sales Extension
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1

I’ve connected my Gmail account, but it seems that I am not receiving all emails from all senders. Does Hubspot limit receiving emails from only contacts that I have created in the CRM?

2

Hi @QThompson,

HubSpot does not log net new incoming emails, only replies to emails that originate in HubSpot or are sent with the extension or BCC address: Understand reply-only email logging rules

Those are probably the emails you’re missing. HubSpot assumes that you’re still using your email client along with the CRM.

Hope this clarifies things!

3

Hi @QThompson,

There is a 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.

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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:

  1. If the email only has one recipient, attribute to that user.
  2. 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.
  3. 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!