I’m experiencing a Conversations Inbox threading issue that has only started happening recently. I’ve used this same workflow for a long time and never had this problem before.
What happens:
I receive an email in Conversations Inbox.
I use Forward within HubSpot to send it to another recipient.
Initially, the forwarded email contains the original email history and conversation context.
The recipient replies to the forwarded email.
When I reply back within that same thread, the conversation history disappears.
The issue is not limited to the original forwarded email.
When I send my next reply, HubSpot removes the previous email history entirely, including:
The original email that was forwarded.
Previous replies from the forwarded recipient.
Previous messages I sent in the thread.
The thread ends up showing only the latest message, making it impossible to view the full conversation history.
Expected behavior:
The entire email chain should remain visible, including:
The original email that was forwarded.
All replies from the recipient.
All follow-up responses.
This is how the workflow behaved previously.
Actual behavior:
After replying within the forwarded conversation, earlier messages seem to disappear from the thread view, leaving only the most recent email visible.
Additional information:
Forwarding is done entirely within HubSpot Conversations Inbox.
I’m not using an external email client for the forwarding process.
This workflow worked correctly in the past and only recently started happening.
I’m using HubSpot’s free plan.
I’ve already contacted HubSpot through chat support, but I’m being directed to the Community because I’m on the free plan.
This issue is significantly affecting my ability to manage customer communications and maintain proper conversation history. If a HubSpot Community Manager, Moderator, or Escalations team member sees this, I would greatly appreciate someone reviewing this issue as soon as possible and reaching out to me.
I can provide more details on request. Please help investigate this ASAP, as this appears to be a recent change or bug and was never an issue before.
The issue isn’t that messages are being lost. It’s specifically related to forwarded conversations not threading correctly in Conversations.
For example, when I forward an email to another recipient, the forwarded email appears as expected. However, if I later send a reply or follow up to that same forwarded conversation, HubSpot creates a separate conversation entry instead of attaching it to the original forwarded thread.
As a result, each follow up appears on its own and the previous forwarded conversation history is not carried forward in the Conversations view.
This workflow used to thread correctly, so I’m trying to determine whether there’s been a recent change in how HubSpot handles forwarded email chains. Has anyone else experienced this?
Its possible this could related to how HubSpot threads forwarded emails. It’s worth checking whether any recent changes to your Conversations Inbox settings or connected email may be contributing to the behavior you’re seeing. This Conversations Inbox overview article may offer some useful context in the meantime.
Tagging in a few community members who may have run into something similar or have insight into Conversations threading behavior!
Thanks for the Tag @stassey . This is a weird one for sure. Any other members who’ve got ideas feel free to chime in as well.
I have a feeling this is related to the fact that it’s a reply to a forwarded email that is also a connected Inbox. I think those specific things all happening together are causing some upset with HubSpot’s threading behavior.
I can’t say for sure as this is truly just a hunch I have, but I’ll bet since it’s a Reply from a Forward, it’s reading as a new email, and since it’s connected to an Inbox, the system wants to follow it’s Default behavior and make that a new Conversation, thus separating the thread.
I would be curious to know if the entire email chain displays properly within the actual Email Inbox? (in Gmail or Outlook, where ever the email lives) or within the Email Activity history in the associated Contact record? I’m wondering if this is a Ticket View problem, a HubSpot Email threading problem, or a full blow “these are being treated as different emails” by your email provider type of thing, I think knowing that would help narrow down your troubleshooting steps.
If HubSpot creates these as separate Tickets - Does Merging them fix it?
Also, Are the emails somehow becoming Unassociated to the Ticket? If one reply in the thread becomes unassociated to that conversation for whatever reason, all subsequent replies will stop showing up as well and could create new Conversations. To confirm, you’ll want to check the Email Association History within the Ticket Record by clicking “Actions” > “View Association History” and filter by Email Activities to see if your emails were unassociated from the record somehow, causing those replies to stop. That should also give some insight into what caused it.
This truly is a weird one, and I wish I had more than just hunches to offer you but hopefully some of that is helpful. Keep us posted!
