Customer replies not appearing in hubspot conversations Gmail

[Pavlina]

Hi all,

I have a free HubSpot account and my Gmail account is fully connected to HubSpot.
I am able to send my contacts emails from HubSpot. When a client views the email I receive the notifications for those emails however, not receiving the email replies in our HubSpot threads.
This is a major problem for me as there is no way for me and other users to see incoming replies to emails unless I check my Gmail inbox.

I do need help with that!
Appreciate your response

[danmoyle]

@Pavlina in Gmail, do your settings look like this? 

If you're not logging/tracking "existing contacts," that could be the issue. I just test this with my account and I saw the reply in HubSpot, and this is my set up. 

[Pavlina]

Hi @danmoyle 
I checked my settings and they are identical to yours.

By the way, some replies are being logged but most are not.
Actually, I was following up with clients of my colleague who left the company. So, I was writing to them in the same thread that they were communicating previously; my colleague's email was no longer included in the thread.
Could it be that the problem is in this (replying to another user's thread)?

Do you think the issue could be like I mentioned in reply to @franksteiner79 ?

I'm duplicating it below for your convenience.

By the way, some replies are being logged but most are not.
Actually, I was following up with clients of my colleague who left the company. So, I was writing to them in the same thread that they were communicating previously; my colleague's email was no longer included in the thread.
Could it be that the problem is in this (replying to another user's thread)?

I found this sentence in the article linked.
"The reply is sent to a personal email connected by the user who originally started the thread."

If so, it looks like a big lack of functionality in HubSpot for me =(
Previously, I was using Pipedrive which has much less functionality compared to HubSpot, but the advantage is you could easily connect any thread to a deal or contact and they will start syncing. 

[danmoyle]

I would say if the replies not logging were originally emails from a deactivated user, it would make sense that it's related to that, yes. If it were me, I'd start new emails with them instead of replying. 

[Pavlina]

Thanks @danmoyle !

By the way, I decided to test it with my colleague from Sales department - she is an active user. 
1) She sent 1st email to my private email address and CC my corporate one. I replied from my private email to my corporate excluding her from the thread and that email reply was not logged to HubSpot though I'm an active user (with my corporate email).
2) My colleague sent 2nd email in a new thread again to my private email address and CC my corporate one. I replied from my corporate email to the private excluding her from the thread - this email was logged as I'm using the sales extension. Then, I replied from my private to corporate using the button 'reply all' (my colleague was no longer in the thread but HubSpot bcc should be) and this reply also was not logged to HubSpot. 

It seems not really convenient when I need to start a new thread every time after the person introduced me and left the conversation, for example.

[danmoyle]

That's a very fair point, @Pavlina. I might consider adding your thoughts into an ideas forum here where the HubSpot product team watches and considers updates. They may make a change for you. 

[Pavlina]

Thanks, @danmoyle !
It would be really great to get that fixed!

[deepikaverma]

Hi @Pavlina ,

Please activate the following option in timeline activity.

Thank you!

[Pavlina]

Thanks for the solution!
Though it's not a problem with the view. The emails are just not being logged at all

[franksteiner79]

HI @Pavlina 

Have you checked the troubleshooting steps in this Knowledge Base article?

Are the replies not being logged for all emails or only for specific domains?

Have you tried testing it with a friend or creating a dummy contact with another email you have access to?

Also just to confirm we are talking about the connecting a personal email and sending 121 emails and not the conversations inbox, correct?

Thanks

Frank

[Pavlina]

Hi @franksteiner79 

Could you please clarify what you mean by "121 emails and not the conversations inbox"?
I'm sending emails from HubSpot or my Gmail (using sales extension) not always to 1 user, it can be a few recipients or a few CC people.

[franksteiner79]

Sure thing @Pavlina 

Sales emails in HubSpot are often referred to as 1-to-1 (121) as opposed to 1-2-many, which would be marketing emails. The conversations inbox refers to the set up a shared inbox in HubSpot - often used for support.

It sounds like you are doing everything right. I just did quick test to see if putting people into cc impacts the logging of replies, but it does work fine on my end. Are the sales extension workflows settings looking like @danmoyle's? So the email you are sending gets logged in the CRM but replies aren't? 

My only other suggestions would be disconnect your email, un-install the sales extension and then re-install again.

Frank

[Pavlina]

Hi @franksteiner79 
Thanks for the explanation!

I actually tried disconnecting my email, uninstalling the sales extension, and then reinstalling it again. It didn't help.

By the way, some replies are being logged but most are not.
Actually, I was following up with clients of my colleague who left the company. So, I was writing to them in the same thread that they were communicating previously; my colleague's email was no longer included in the thread.
Could it be that the problem is in this (replying to another user's thread)?

I found this sentence in the article linked.
"The reply is sent to a personal email connected by the user who originally started the thread."

If so, it looks like a big lack of functionality in HubSpot for me =(
Previously, I was using Pipedrive which has much less functionality compared to HubSpot, but the advantage is you could easily connect any thread to a deal or contact and they will start syncing.