Problem with tracking e-mails

[MMoroder]

Hi, I'm having trouble with tracking incoming emails. All settings appear to be correctly configured, and I've successfully used HubSpot in the past. When I send an email to a customer with BCC tracking enabled, it gets logged in HubSpot. However, when the customer replies, the response is not being automatically registered—only manual logging through the add-in works. I've tried multiple solutions but nothing has resolved the issue. Someone can help?

[karstenkoehler · Accepted solution]

Hi @MMoroder,

Unless I'm missing something, the BCC alone is not sufficient for email reply tracking, see these requirements here: https://knowledge.hubspot.com/connected-email/log-email-replies-in-the-crm#requirements-for-a-reply-...

You would have to send the email from the CRM or using the sales extension.

Best regards!