Hi HubSpot community!
We’re currently facing a challenge where client replies to our sales reps’ personal work emails aren’t being tracked in HubSpot unless the rep manually continues the conversation from there. This sometimes leads to missed messages, making it difficult to monitor communication effectively.
I was wondering if there’s a way to have each sales rep’s work email visible in the HubSpot inbox so we can track these interactions more seamlessly. If that’s not possible, what alternative solutions would you recommend to ensure we don’t lose visibility on these conversations?
Looking forward to your thoughts!
Hi @CDeMares,
Replies will only log if the original message was sent from the CRM or using the sales extension, see here: Understand reply-only email logging rules
In other words, emails sent from a mobile email app wouldn’t meet these requirements, for example, and replies would log only when a sales responds again, as part of the thread.
Personally sent emails cannot be included in a conversations inbox, no, bit there is an email inbox page which can be a great way to track emails. Navigate to Menu > CRM > Contacts, then click the large blue “Contacts” in the top left and in the drop-down select “Emails”.
Best regards