Our sales process requires many back and forth emails. We noticed that responses from the Conversation inbox in HubSpot “break the chain” for customers that are writing to us from Outlook/Gmail. Instead of showing in one conversation, our responses create a new conversations in Outlook/Gmail.
We are not using the Outlook Plug in and are responding to emails either via the Conversations or from within a Ticket. Both have the same result.
Obviously, this is not what we are expecting. Has anyone else experienced this and have suggestions on what we can do to fix it?
In the example below I wrote to our Agent Erin, each subsequent respose from her started a new conversation. This result was repeated in both Gmail and O365 inboxes. The inbox settings are correctly set to “show as conversations”. Also the threading is correct withing the HubSpot conversations view.
Hi @PBonoff,
Thanks for reaching out!
I would recommend taking a look at this article from Microsoft: View email messages by conversation in Outlook | Microsoft Support - to enable threading as a conversation - and this should mitigate against the “de-threading”.
Ensuring that Outlook is completely up to date is a further recommendation from a technical standpoint.
I hope this helps!
Best,
Kristen
Kristen,
thanks for the response.
Unfortunately, this looks like an issue with how Hubspot sends the email metadata to the O365 email server. Regardless of the settings for the recipients the key for combining emails into a thread/conversation are missing. See below for a portion of the explanation that I received.
thanks,
-Peter
Here is the response that I got from HubSpot Support 5/25. this looks like it is a know bug.
"Where the issues seem to be located is when facsimile sends a reply outgoing email using an O365 inbox, it strips References and In-Reply-To header so office mail client cannot thread the reply email with the original email. This is a roadblock that our team is aware of and team has added this to their list to get fixed and will be working on launching a fix for this as soon as they can. They have not been able to give me a specific timeline
but have assured me that they will do it."
I’m waiting for an update on timeline or if this is a new bug or has always been the case. I’m suprised that others people aren’t reporting the same issue. Having the Hubspot emails not being threaded by outlook and gmail receipients is a really bad look for our customer engagement.
