Emails not logged automatically

[SXL5]

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.

[karstenkoehler · Accepted solution]

@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.

[CarolinaDeMares · Accepted solution]

Hi @SXL5! 

I experienced a similar issue with my team before and and wanted to share a few important notes that helped us solve the issue:

1. Email Logging in HubSpot: By default, HubSpot logs emails in the associated contact record rather than the company or deal. To ensure emails are logged correctly, please make sure to click on the "Log" option when composing your email and select both the contact and the associated deal. 

2. Updated Default Settings:  adjust the default HubSpot settings for your organization so that emails are also logged in objects associated with the contact (e.g., companies or deals). Please double-check manually when sending emails through your email provider to ensure everything is logged as intended.

3. Always Check "Log" and "Track": Please ensure that the "Log" and "Track" options are always selected when composing emails.

4. HubSpot does not log emails 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. 
   
5. 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 
   
   Hope all the previous recommendations help! 
   
   

   Carolina De Mares

   
   Brandgang
   Goirkekanaaldijk 14

   5046 AT Tilburg

   E: carolina@brandgang.com
   Schedule a free consultatio
   
   

[karstenkoehler]

Hi @SXL5,

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

[SXL5]

we are using our email providers IONOS UK webmail service and were using the BCC method of logging emails before it stopped working.

[SXL5]

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.

[karstenkoehler · Accepted solution]

@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.