Emails not attached to contact

[Benjamin_R]

Hello all,

we have the problem with some of our users that incoming mails are not assigned to the corresponding contact in HubSpot.

The setup is as follows:
1. we send out mails via Woodpecker in the name of our user.
2. the recipients reply and their mails end up in the Gmail inbox of our user.
3. the appropriate contact is created in HubSpot via a make process.
4. the recipient's email should be synchronised between Gmail and Hubspot - which does not work.

The user's Gmail inbox is linked to HubSpot and Inbox Automation is activated.

The HubSpot Chrome Extension is not installed for this user for internal reasons - is this the reason for the lack of sync and if so, is there an alternative?

Thank you and best regards

[kvlschaefer · Accepted solution]

Hi @Benjamin_R,

Thanks for reaching out to the Community! 

This is expected behavior when you're not using HubSpot Chrome Extension. With the HubSpot Sales email extension or add-in, you can automatically log emails sent from outside of HubSpot to the CRM.

As an alternative, I would suggest using the HubSpot BCC address (more on this here) or the forwarding address to manually log emails to contact records.

Hope this helps!

Best,

Kristen

[Benjamin_R]

Alright, thx for confirming my assumption and mentioning the alternative.