Synching Emails

Smart CRM & Sales Hub Sales Email
1

Hello,

I have my setting set to synch my emails to my Hubspot account. However, many times when I send an email from my Gmail account, it is not logging in my Hubspot instance for that contact.

Too simple a question for the forum? Just curious what I am doing wrong.

Jamie

2

Hey @Jamieann,

Welcome to the community, and great first question!

Email logging through Gmail sync can be inconsistent depending on a few factors ( could be something as simple as your email isn’t fully connected or if the logging option wasn’t toggled during your send) While we wait for some peer support, heres an article that may be able to point you in the right direction!

Tagging in some of our Top Contributors who may be able to share their experience with this:

Hey @Liana_Preston, @UlianaV, @Josh – do you have any suggestions for @Jamieann on this?

Thanks in advance!

Sam, Community Manager

3

Hi @Jamieann

That’s actually a pretty common issue, so you’re definitely not asking a “too simple” question. :slightly_smiling_face:

If your emails are only logging sometimes, I’d check a few things:

  • Make sure the Log option is enabled when you send the email, as it can be turned off for individual messages.
  • Confirm you’re sending to an email address that matches an existing HubSpot contact. If the recipient isn’t recognized, the email may not appear on the contact record.
  • If you’re using the HubSpot Sales extension for Gmail, try signing out and reconnecting it, as the connection can occasionally stop syncing correctly.
  • Also check whether the emails that aren’t logging are being sent from an alias or shared mailbox, as that can affect email logging depending on your setup.

One question: do the emails fail to log for all contacts, or only for certain contacts? That will help narrow down whether it’s a connection issue or something specific to those contact records.

4

Hi @Jamieann,

A few things to unentangle here :slight_smile:

When you say “set to synch my emails”, you completed these steps, right? Connect your personal email

By connecting your email, you’re mainly authorizing HubSpot to send emails from outside of your Google account directly in the CRM. It’s not a full, two-way logging set up just yet.

This alone does not mean that any email sent from your Google account will be logged / tracked. You would have to do one of the following:

Best regards

5

Thanks for bringing this up. This could happen if email logging isn’t enabled for that specific email or if the recipient isn’t associated correctly in HubSpot. Could you share whether you’re using the HubSpot Sales extension or just Gmail sync? That will help narrow down the cause.

7

I believe I am just using Gmail synch. Should I activate the HubSpot Sales extension?

9

Hey @Jamieann,

Thanks for the response!

Yes, if you do not currently have the extension, then I’d suggest following @karstenkoehler’s suggestions. He’s linked the setup guide above. Once you have this open in Gmail you’ll see the option to log Emails from Gmail like seen in this article here:

Hope this helps!

Sam, Community Manager

10

Thank you @Emmytech

11

Hi @Jamieann, this trips up a lot of people. A couple of likely culprits is the contact’s email domain might be on your “never log” list (Settings > General > Log and track email > excluded domains, often auto populated with common ones like gmail.com if not customized), or the “Log to CRM” step is being missed if you’re sending without the HubSpot Sales Gmail extension actively selected on that specific email (it doesn’t auto-log everything by default, you often have to toggle “Log” per email or have it set to auto-log all). Worth checking both of those first before digging deeper.