First, let me say that I am new to Hubspot, so I very likely missed something in the setup. I created a team, inbox, and connected it to an email address at our company. I can send emails to this email address and it generates a ticket, so I know that part works. However, when I reply to the email from Hubspot, the reply email is never received at the originating email address. It shows in the sent folder in Hubspot, and as a sent item in the ticket, it simply never gets to its destination. What did I miss?
Hi @DanaIrvine,
Thank you for reaching out to the Community!
I understand that you connected a team email in the conversation inbox on HubSpot. When you reply from this same conversation inbox in HubSpot, the email is shown as sent in HubSpot but the contact doesn’t actually receives the email, is that right please?
- Can you confirm that the inbox of the email sending the response is indeed connected to HubSpot?
- Are you replying from a chat conversation or from the email in the conversation inbox or from the ticket please?
- In the “sent” folder do you see an error message?
- Does this happen to all replies or only particular ones?
- Do you see the reply on the contact record in HubSpot?
The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.
I also wanted to invite a couple of subject matter experts to this conversation @louischausse, @BukunmiOdetayo and @ChristinaKay do you have any suggestions to help @DanaIrvine please?
Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 
Thanks and I hope you have a great day!
Bérangère
This is a shared mailbox, so email is being forwarded to the hubspot email address per the documentation. I created a ticket via email (this worked as expected), then from within hubspot, i replied to the email. The response was never received at my email box. I don’t see the email attached to the contact. Do I need to creat a regular mailbox with its own login for this to work? Normally we use shared mailboxes for this sort of thing since they don’t require additional licenses.
Hi @DanaIrvine,
Thank you for the additional information!
So it seems that when you reply from the conversation inbox, the email is flagged as spam by Outlook, is that right please?
I’d like to share these resources that might help you!
- The post from @Jnix284 “Emails go to spam inbox”
- The solution from @karstenkoehler here “emails going to the spam box”
If you are still running into this issue, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription, and they will be able to provide real-time assistance for this matter, where you are able to share screenshots and further information about this.
Thank you and have a good day!
Best,
Bérangère
More details. It seems that the emails are being sent, but Outlook is flagging them as spam. Is there a way to fix this via SPF record or such?