Replied emails not showing in Hubspot

[SMomo]

I have a hosted email address in Hubspot. I am able to sent contacts email through that address. But the contact replied to that address it is not showing the HUbspot. I am checking in the inbox as well as in the contact's activity.

Do anyone know any solutions? It is making a big problem

[CarolinaDeMares · Accepted solution]

Hi @SMomo ! If you can send emails but replies aren’t showing in HubSpot, it's likely the inbox isn’t connected properly.

Make sure the email is connected as a personal inbox under Settings > General > Email > Connected Inboxes. If it’s not connected this way, HubSpot won’t log replies.

If it’s a shared/team inbox, you need to connect it under Conversations > Inbox.

Also, double-check your MX records if the domain is hosted with HubSpot — that can also block replies from being routed correctly.

Let me know if you want help checking the setup!

Carolina De Mares

Brandgang

Goirkekanaaldijk 14

5046 AT Tilburg

[Jigar_Thakker]

Hi @SMomo,

Can you check and confirm if your email inbox is fully connected in HubSpot by going to Settings > General > Email.

Only replies to logged/tracked emails are saved in the CRM, So 

• If you send from HubSpot directly, replies should log automatically.
• If you send from your regular email client like Gmail or Outlook make sure you are using HubSpot Sales Extension or if you're added the HubSpot BCC address

If a contact starts a new email or replies from a different thread, Auto logging wouldn't be done unless you're using a connected inbox or conversation inbox, In other cases try reconnecting your inbox to sync again.

After you have tried the above try testing it by sending a mail to yourself and reply to it to see if it shows up 

FYR: https://knowledge.hubspot.com/connected-email/log-email-replies-in-the-crm

If this helps, feel free to mark it as the solution ✔️ and give it an upvote 👍 !

[SMomo]

Yes, it is hosted properly. I added the forwarding email address from HubSpot in the email server we use and the reply is being shown now. Do you know any reason for it?