Email threads mixed up with different company emails.

[UKerti]

Hi Guys,

The email tread is mixed up with emails belong to other companies. Does anyone know how to solve this?

[OmarAbounacer]

Hi @TiphaineCuisset , thank you for the fast reply.

We have checked the methods used for sending the email, they were all individually sent via Outlook "new email" and not Forwarded or "reply to" or from Hubspot.

Also this problem only occured for emails sent from the 21st to the 23rd October. For the emails sent after the 23rd they are right where they belong in Hubspot.

Now we just need to know if there is a solution on how to fix or re-arrange all the emails in the wrong Contacts to their right Contacts. If it is possible automatically un-associate them from the wrong contact page.

Thank you 

Omar Abounacer

ILKESPORT

[TiphaineCuisset]

Hi @OmarAbounacer 

Thank you for your reply

There is no way to bulk disassociate the emails to the wrong contacts but you can do that manually by following those steps.

As to why this happened, we can investigate further but for that could you give us the IDs of the contact records where this happened, as well as a specific email example (date, time, subject)? (the IDs can be found when you're in the contact record: the last number you can see in the URL)

Thank you

Best

Tiphaine

[OmarAbounacer]

Hi @Bruno_Teixeira , @TiphaineCuisset any ideas about this problem ? 

Thanks in advance

[TiphaineCuisset]

Hi @OmarAbounacer @UKerti 

Thank you for reaching out. 

Sometimes, threaded conversations on the contact or company timeline can get mixed up and include emails that are not associated with that particular contact or company record.

Within Outlook online and Office 365, it is possible to stay within one compose window or conversation view and send many iterations of the same email to different recipients, using either “reply-all,” or “forward” after each send to add a new recipient address.

Sending in this manner causes many of the emails sent this way to be incorrectly tagged with the same threadid. This occurs because Outlook passes the same threadid to HubSpot for different conversations that actually shouldn’t thead together within HubSpot.

This issue only occurs when users send emails in this specific way from their Outlook client. The initial email send can come from either the HS timeline or from Outlook client - what causes the undesired behavior is how the user is replying to emails. These “replies” can also be additional emails associated with the same thread.

To avoid this issue, please send (or reply to) each Sales email using a different compose window, and avoid using “reply-all” or “forward” options to send an additional email to a prospect.

Could it be what's happening here? 

Thank you

Best

Tiphaine

[LLade]

This happens when an email has been forwarded as Hubspot remembers the orignal assoociation.  There is not, as far as I am aware, an easy way to fix it - it's a manual process to un-associate each email.