Reply emails sent within HubSpot NOT SHOWING IN MY IMAP EMAIL SENT FOLDER

Smart CRM & Sales Hub Sales Email
1

My IMAP email account, (iPage is the hosting site, and I’m using Thunderbird on desktop and iPhone email <synced across various devices too>) is not picking up the Sent emails when sending from within the Hubspot CRM. I’m sure they use to! That’s what’s so baffling!!! Any ideas?? The emails are going through ok, it’s just I want them to show as sent on my IMAP sent folder too. Thanks in advance

2

Hi @pb1,

Whether or not your sent emails show within your sent folder will be determined by your email servers. For more information on this, I wanted to share this resource with you which explains

If you connected your email inbox to HubSpot using IMAP, it’s possible that the emails you send from contact, company, or deal records in HubSpot will not appear in your email client sent folder. When you send an email from HubSpot through your connected inbox, it’s sent through your email’s servers. In order for the email to appear in your sent folder, your email provider has to “copy” this email from the SMTP email server to your sent mail folder. Not all email providers do this automatically, so HubSpot can’t guarantee that your email will appear in your email client sent folder.

3

Thanks for this. I did read this already, and did contact my hosting site.. but they said to get in contact with HubSpot. The weird thing is, is that it DID save them in my sent email folder about a month ago, but now it doesn’t. I’ll try going back to iPage to see if there’s anything more they can try. Maybe to pick up the HubSpot data/sent emails somehow?? Thanks again. Sounds like there’s not much more I can do. Cheers

4

I’ve got the same issue

How can it be rectified?

5

Hi @JBull9

Thank you for reaching out.

With IMAP, when an email is sent through the CRM, the email’s data is actually transferred from HubSpot to your email provider. Your email provider then sends the email to the recipient through their SMTP servers.

If the inbox that you connected using IMAP supports special-use mailboxes flags, such as mailboxes for draft messages or sent messages, HubSpot will copy the message to the folder with the sent attribute. If the mailbox does not support special-use mailboxes, HubSpot will copy the message to the first folder it can find that contains sent in the label.

Hope that helps.
Have a lovely day,
Tiphaine.