Cannot see replies from my contacts

[TDAdmin]

Hello, 
I need some help. I've reviewed previous threads and official HS docs i.e Requirements for a Reply to Log

Here's the issue:
Our Front Desk sends email messages to new contacts from Hubspot. When the patient responds, their reply does not show up as part of the email log/thread in HS.

What I've tried so far...
Step 1: I tried to replicate the issue using a dummy contact and my own email, but everything works just fine. 
Step 2: I re-read the docs and as far as I can tell, we meet all the requirements for a reply to log. 

1. The original email was sent through the CRM
2. We don't have a "never log list"
3. The personal address is still connected when the reply was received
4. The reply email is identical to the contacts originating email
5. The sender of the reply is an existing contact

I'm stumped. For context, we have the Starter Plan with 2 active users. User 1 is me, and I use a connected email address "email address 1" and User 2 is the Front Desk. She uses "email address 2" to communicate with patients.

This morning, we noticed that when a patient quickly replied to a HS generated email, it was not logged. Again, for whatever reason, this doesn't happen to me if I create a dummy contact and send messages back and forth. It works if I use "email address 1" or "email address 2".

Can anyone help me? The Dentist was so excited when she was able to see the patient opened her email. But now she's put off that the reply wasn't logged.

Our team is just getting used to HS and this would be fatal to it's adoption. Thank you!

[BérangèreL]

Hi @TDAdmin,

Thank you for reaching out to the Community!

I understand that the replies do not log on HubSpot. I'd like to ask some clarifying questions to make sure we understand correctly.

- Did you connect an individual email or a team email address?
In your case, you might need to connect a team email address so that all emails are automatically logged? Not sure if that's what you would be after, but you might consider it.

- So, the email is sent from HubSpot and where are you not seeing the reply, please? On the contact record, is that correct?

- These are sales emails, right? Or marketing emails?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

I know that this is not what you are looking for but as an alternative, please note that if you want to manually log a reply, you can use these addresses to do so (BCC or forwarding address).

I found for you these posts that might help:

- The solution from @jennysowyrda on this post "Hubspots doesn't log replies to my emails. Inbox is connected, Hubspot extension installed"

- The solution from @DWeijers on this post "Incoming Email Replies (Often) Not Logging Correctly"

I also wanted to invite a couple of subject matter experts to this conversation @Ben_M, @NicoleSengers and @AdamLPW do you have suggestions to help @TDAdmin, please?

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.

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks and have a great day!

Best,
Bérangère

[TDAdmin · Accepted solution]

Hello @BérangèreL 

Thanks for your reply. I realized my mistake later in the day. We have two companies in Hubspot. After more research we realized this only happened when trying to log email threads for Company B. 

What happened was that our Front Desk were unwittingly sending messages to Company B contacts using the email address assigned to Company A. Of course, once we sent our messages to a Company B contact using a Company B email, everything worked.

Posting this reply in case others find themselves in a similar situation. Thanks to this community for always lending a hand!