Deals no longer show email threads from company contacts

[clarkhogan]

Deals used to show all conversations and emails which are associated with specific contacts.  This changed at some point and they no longer appear.  Is there a setting somewhere or is this a new "feature"?

[Josh]

Hi @clarkhogan,

I am not aware of anything that has changed in that regard. In checking my deals, communication is being logged as per usual.

I'd double check that the contact records as definitely associated with the deal record (with the same email you are using for communication). 

Anyone else experiencing this issue?

[SyedZAAA]

I am having this issue.  I have even linked contacts with deals but when I click on emails under deals, I don't see any related emails.  Also, any Notes created under deals cannot be viewed under Contacts and  vice versa.

[Phil_Vallender]

Hi @clarkhogan and @Josh

The only thing that has changed, I think, is the ability for the user to control which contacts, companies and deals emails and other activities are assigned to. It's possible to change this, adding and removing assignments, even after the event. This may be changing how this feature behaves compared to the past. 

[clarkhogan]

At the moment, i'm the sole user of Hubspot Sales, as such i'm the contact owner and the deal owner, so i don't think its permissions related.  

I checked deal settings and i didn't see anything obvious that would disable email threads from bubbling up into deals.

[Phil_Vallender]

Hi @clarkhogan

I just had opportunity to test this myself and I can confirm that emails to and from a contact already associated with a deal, do not have that deal associated with them, meaning they do not show up in the deal timeline unless I add them manually. 

People complained when all emails to all contacts were appearing in the deal and company timelines and I think this is an attempt to resovle that. Seems to have gone to far maybe.

@MFrankJohnson is this behaviour consistent with what you see? Know any tricks to get emails on to (the associated) deals automatically?

[MFrankJohnson]

@Phil_Vallender>> Is this behaviour consistent with what you see? Know any tricks to get emails on to (the associated) deals automatically?

Will try to check client portals and update here as permitted. Unfortunately, no tricks at this time.

Internally, we don't open deals until conversion behavior occurs (internally defined as 'a lead schedules AND completes a call with us'). This means all prior (Gmail) communication is contact-centric and tracking perfectly at this time.

Once we open a deal internally, we tend to send email directly from the deal itself. Also tracking perfectly from within deals at this time.

Will continue to monitor and update as new info becomes available.

Best,
Frank

UPDATE: Just so happens that you guys are about 90 minutes away from JPY.com (in Surbiton, Surrey). They've developed what looks like a very powerful HubSpot email integration named Threads and that solves all the email integration problems we've seen plaguing the community. And, it also works for Mac Mail. (happy dance) haha

Blend may be in a great position to evaluate the Threads HubSpot integration and its efficacy as a candidate for HubSpot integration partnership. If you're interested, their CEO's name is Dr. John Yardley (john [at] jpy.com)

May be worth a conversation.

btw - One of their guys (Francesca Yardley) found us here on the community and reached out. Just.

Hope it works out. We could surely use a stable, email client agnostic integration solution that gives access to historical email as well.

---

www.MFrankJohnson.com

[clarkhogan · Accepted solution]

I believe i solved the problem.   Contacts when created default to Lifecycle Stage  "Opportunity".  Even if they're associated with a deal, the email threads do not trickle up into the deal untill after they're made a "Customer" in the "Lifecycle Stage".  This is new behavior and yes likely to reduce the clutter inside a deal.  

[clarkhogan]

I can goto the contact associated w the deal, see the entire thread and the associated deal. I click on the deal and none of these threads appear as they once did previously.