Hi there,
Looking for some help please. Only today has this issue started. On composing an email, I am getting the Bcc code added to the email, but when I put in the actual email address of the recipient the Bcc code disappears and I have to add this in manually after selecting teh Hubspot drop down box and log to CRM - so basically the log to CRM is disabled once the Bcc code disappears. Any ideas on how I can get back to normal?
Many thanks
Hi @SHull6!
Which email client and/or browser are you using to compose emails? It’s possible there’s something wrong with that system.
Are you by chance using a Hubspot Sales extension? There’s one for Outlook (or rather Office365) and another for Chrome, etc. It is my experience that over the past year these extensions got way more stable and issues like this have become a think of the past for us.
Please provide a bit more context about the tools you’re using and we’ll provide all the help we can.
Hi Steve,
Let me walk you through my email flow and tell me where we differ.
I’m using Outlook Online in Edge with the Office365 Hubspot add-in (Set up the HubSpot Sales Office 365 add-in | Knowledge Base).
NOTE: Hubspot has offered multiple add-ins and extensions and it has been possible to install more than 1. Having more than 1 was a known cause of several issues. It is recommended that you check all your extensions and add-ins and ensure you only have 1 installed.
When I start a new email it is blank and the HubSpot Sales add-in shows up beside my email with no contact found because I didn’t add an email yet:
Then I add an email of a known contact. Nothing else, just add the email to the To line:
BCC is there, the contact was found and the sidebar fills in. All looks and works perfectly.
Start over. New email and add an address of a completely unknown person:
Hmmmm…even though the add-in says the email will be Tracked and Logged, there’s nothing in the BCC line. I cannot confirm if this was happening this way before today. But I do understand how this appears concerning. Is the email going to get logged or not?
My gut says it’ll still work but if this experience is different from what you’ve been experiencing, it may be worth contacting Support and asking them what’s going on. It is possible that Microsoft changed something and the add-in needs an update. If you do reach out to Support, feel free to reference this thread so they can see my screenshots also and that you are not alone in your experience here.
