Emails are not being logged

[DAnderson60]

Someone sent me an email and I got that email from my email provider but it did not get logged into my Hubspot.  I have IAMP and SMTP enabled.  Yes the clients email is stored as a contact.  I even created a test client and used one of my old emails and that wasn't logged either.

[karstenkoehler · Accepted solution]

Hi @DAnderson60,

Was this a net new email (and not a reply)? HubSpot only logs incoming emails to your personal connected email address when their replies, see here: https://knowledge.hubspot.com/connected-email/log-email-replies-in-the-crm#requirements-for-a-reply-...

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• The original email was sent through the CRM or sent from your connected personal email client with the sales email extension or add-in installed and the Log checkbox selected. 
• The original email was not sent to an email address or domain listed in your Never Log list.
• The personal email address is still connected when the reply is received. 
• The reply is sent to a personal email connected by the user who originally started the thread. 
• The sender of the reply is an existing contact in HubSpot.

 If you connect a team email address to HubSpot, you can view, manage, and reply to incoming emails in the conversations inbox.

Hope this helps!