CRM / Chat Reply to Email problem

[JBR80]

A number of customers have complained about an issue when responding to emails we have sent from HubSpot. 

CRM emails are sent with this header:

from:	Jesse Byron-Russell from Cutting Edge CNC <info=cuttingedgecnc.co.uk@bf.eu1.r.hubspot-inbox.com>
reply-to:	Jesse Byron-Russell from Cutting Edge CNC <info@cuttingedgecnc.co.uk>

Many customers are stating that the email address being used when they reply is the 'from' address and not the 'reply to' address and therefore not reaching us.

Can hubspot CRM emails be sent though our own server so the from and reply to address are the same?

[wacmediya · Accepted solution]

Hello @JBR80 I think you must connect your primary email or the email you're using to send marketing emails in general setting - https://app-eu1.hubspot.com/settings/26465729/user-preferences/email

and modify the email sending domain from here - https://app-eu1.hubspot.com/settings/26465729/domains

You can use this setup guide - https://knowledge.hubspot.com/marketing-email/manage-email-authentication-in-hubspot

This way you can modify the email sending settings in the marketing emails and get the reply in your inbox or within hubspot. for ref 👇

Did this solution worked for you? If yes then Don't forget to upvote  😊 Good day

Abhi

[JBR80]

I'm not using HubSpot for marketing emails. I'm using it for manage shared
customer services emails.

Does what you are describing apply to this situation?

[wacmediya]

Yes! it applies to all email that you send from hubspot. But you have to select it manually sometime 🙂