The emails were logged automatically initially, but they are no longer being logged automatically. We have followed your instructions and confirmed that all settings are correct. I need your technical team to check our settings and advise where things went wrong. Thank you.
@SXL5 if you're on a paid subscription, you can reach out to technical support via the the top menu in the HubSpot web app. If you're on a free plan, there is no technical support.
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer
I experienced a similar issue with my team before and and wanted to share a few important notes that helped us solve the issue:
EmailLoggingin HubSpot:By default, HubSpotlogsemailsin the associated contact record rather than the company or deal. To ensureemailsareloggedcorrectly, please make sure to click on the "Log" option when composing youremailand select both the contact and the associated deal.
Updated Default Settings: adjust the default HubSpot settings for your organization so thatemailsare alsologgedin objects associated with the contact (e.g., companies or deals). Please double-check manually when sendingemailsthrough your email provider to ensure everything isloggedas intended.
Always Check "Log" and "Track":Please ensure that the "Log" and "Track" options are always selected when composingemails.
HubSpot does notlogemails landing the spam folder of the recipient. So make sure all the emails you are sending to your contacts are not being sent to their spam folder.
HubSpot does not log replies from contacts on previous emails sent unless you also reply over that last email received, that's because your recipients are not using any HubSpot extension or tracking code. So please always make sure to include HubSpot's BCC email address
I experienced a similar issue with my team before and and wanted to share a few important notes that helped us solve the issue:
EmailLoggingin HubSpot:By default, HubSpotlogsemailsin the associated contact record rather than the company or deal. To ensureemailsareloggedcorrectly, please make sure to click on the "Log" option when composing youremailand select both the contact and the associated deal.
Updated Default Settings: adjust the default HubSpot settings for your organization so thatemailsare alsologgedin objects associated with the contact (e.g., companies or deals). Please double-check manually when sendingemailsthrough your email provider to ensure everything isloggedas intended.
Always Check "Log" and "Track":Please ensure that the "Log" and "Track" options are always selected when composingemails.
HubSpot does notlogemails landing the spam folder of the recipient. So make sure all the emails you are sending to your contacts are not being sent to their spam folder.
HubSpot does not log replies from contacts on previous emails sent unless you also reply over that last email received, that's because your recipients are not using any HubSpot extension or tracking code. So please always make sure to include HubSpot's BCC email address
This is a user-to-user community, there is no technical team here that would look into your request. If you share more details about how exactly you're sending emails (from your email client, using a sales extension, the BCC address, sending emails from within HubSpot – the more detail, the better), I can try to help.
Best regards
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer
Many thanks for offering help. I had a web chat with HubSpot, and a sales agent advised me that the web chat does not offer technical support. They asked me to post in the HubSpot community, where a technical team member would reach out to offer help. Could you advise on how I can directly contact the HubSpot technical team for assistance? It is very difficult to explain the details in writing, so I would prefer the technical team to log in to my account and check my settings first. I will reach out to you if further assistance is needed.
@SXL5 if you're on a paid subscription, you can reach out to technical support via the the top menu in the HubSpot web app. If you're on a free plan, there is no technical support.
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer