Sent Emails not Working

Smart CRM & Sales Hub Outlook Sales Extension
1

Hi,

I am new to Hubspot on the free version and am enjoying it so far.

I first downloaded the Outlook Extension, however it won’t let me “connect personal email” as says its already connected.

Hubspot is creating new contacts for recieved emails but not for sent emails (which is what I want).

Can anyone help resolve this issue?

I can provide any more information as required.

Thanks,

2

Hi @LStafford,

It sounds like you may have connected your personal email address as a conversations inbox: A guide to the conversations inbox

If that’s the case, you would have to disconnect your email their and connect your email as a personal inbox: Connect your personal email

For context, the conversations inbox is meant to be a shared place for teams. It’s not meant to be your personal inbox in HubSpot. HubSpot assumes that you’re still using your regular email client along with HubSpot. That’s what the sales extensions are for: Install HubSpot Sales for Gmail, Office 365, and Outlook desktop | Knowledge Base

Once you’ve disconnected your email from the conversations inbox and connected it as a personal inbox, you should be all set.

After completing the steps, outgoing emails should create new contacts. Incoming emails will only be logged if they’re replies to emails sent from HubSpot or using the HubSpot sales extensions.

Best regards!

3

Thanks Karsten very useful, how would I disconnect it? Do I just delete the application from Outlook? Or is there a sequence of steps I need to follow?

4

Hi @LStafford,

You can find the steps here: Disconnect or reconnect your inbox from HubSpot

If you don’t see the inbox there, it’s likely another issue.

In that case, can you please share the error message you’re referring to in your initial post?

5

Thanks so is it not possible to record email responses against the contact automatically if email is sent through outlook?

6

Hi @LStafford,

It is possible, using the Outlook sales extension. Have you looked into the sales extension that I linked in my first reply?

Best regards

7

Yes will that allow it automatically? I have activated what seems to be the relevant settings but still doesn’t work…

8

Hi @LStafford,

Can you please share your Outlook add-in settings and which steps you took? The more detail the better I’ll be able to help.

Best regards

9

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Hi Karsten, I have attached a picture hopefully that is easier. I downloaded the extension and enabled the options within the picture. Thanks for all your help so far.

10

Hi @LStafford,

Thanks for sharing! How exactly did you test the add-in? Did you use the same email address for sending as the one you connected in HubSpot?

Best regards

11

Hi, yes I tested it by sending multiple manual emails and used the same email.

12

Hi @LStafford,

When you open the contact record in HubSpot that you sent the email to, are you maybe looking at a filtered timeline? This sometimes prevents emails from showing up. You should see the emails on the timeline: https://knowledge.hubspot.com/crm-setup/view-the-history-of-an-activity-in-a-timeline

Best regards!

13

All filters are on and made no difference, I have attached another picture from the Outlook plugin.

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14

Hi @LStafford,

Can you please look into these troubleshooting steps? Troubleshoot the HubSpot Sales Outlook desktop add-in

Best regards

15

Ok so it does now work, but only when I manually click. Does this mean that Hubspot does not automatically track sent emails and responses (i.e. requires manual intervention for each email).

16

Hi Karsten,

It just doesn’t seem to be doing what it says it will do?

I have followed all the steps you have outlined but still this does not work for sent emails, nor is it capturing the majority of my incoming emails.

Does the platform actually AUTOMATICALLY convert sent and incoming emails to contacts? If so, why isn’t it doing it for me?

I would appreciate a response tailored to the questions I have raised to you, whilst the links have been helpful they don’t seem to be resolving my issue.

Thanks, Lloyd

17

Hi @LStafford,

I’m trying my best. Just for context, I’m not working for HubSpot. I’m a freelancer who – in his free time – is helping users here without having access to their portals. In that sense, I’m tapping in the dark and trying to rule out causes from most likely to least likely.

@LStafford wrote:

Does the platform actually AUTOMATICALLY convert sent and incoming emails to contacts? If so, why isn’t it doing it for me?

No, HubSpot does not create contacts for incoming emails.

When you send an email from HubSpot, your connected inbox (with the HubSpot Outlook add-in) or using the BCC address, HubSpot will create a contact.

Further emails will only be tracked if they’re a reply to one of those emails: Understand reply-only email logging rules

Best regards