Problem with e-mail replies not tracking

Smart CRM & Sales Hub Sales Email
1

Hello,

I saw that another user had/has a similar issue to mine but the issue wasn’t resolved:

https://community.hubspot.com/t5/Sales-Email/Incoming-Contact-Replies-not-logged/m-p/199031#M1604

Most of the time the e-mails are tracking in hubspot. One company in particular none of their e-mails are tracking. Are there settings that a company can employ that would disable hubspot tracking?

What can I do that will allow a reply coming into Outlook as a reply to a Hubspot e-mail get logged into HS?

Thanks for your insight!

2

Hi @bethcadman,

Thanks for reaching out.

These are the requirements for a reply to log:

  1. The reply must be received by a successfully connected inbox.
  2. The reply email must be a reply to an email already logged on the timeline.
  3. The from-address of the reply must match a contact in the CRM.
  4. The From address of the reply does not match a domain or email in the Never log setting.
  5. The reply must be received by an inbox connected to the user who began the thread. This step only applies for threads with multiple sends.

If one of these requirements isn’t met the reply will not log.

When this just happens for a certain company there might be two reasons:

  1. The company domain is on your Never-Log-List
  2. The company uses a system (e.g. a ticket system) to reply to an email. This would change the from-address and message ID which is why the email reply wouldn’t meet the criteria.

I can see that you have access to HubSpot Technical Support. If you want to troubleshoot this in more detail, I can also recommend reaching out to them as it will involve sharing information specific to your account.

I hope this helps.

Take care!

Jess

3

Thank you Jessica!

Your reply was helpful.

All of the criteria are met though and we still have an issue with logging this one company’s e-mails. We don’t use the never-log-list.

It is a mystery.

Thanks again and take care,

Beth