Emails not showing up in Conversations Inbox

[BMedspa]

We have been using hubspot CRm for 3 years. A few weeks ago , we noticed that emails are not showing up in Hubspot inbox but do show up under the individual contacts. These emails  do not show up in outlook either. 

Any help would be appreciated!

[AAlamary]

Email shows up in contact activities but not in conversations inbox.

[DianaGomez]

Hi @AAlamary, hope you are doing well!

Regarding your emails not appear in HubSpot conversations inbox - usually this is because we cannot use a single email account as both your personal email and team email in HubSpot. If you need to use both the conversations tool and send one-to-one emails, you must connect two different email accounts, as per the following Knowledge Base article.

Just to clarify - the reason why the emails are not appearing in your Conversations Inbox is because of the conflict in connection to both the personal email and team inbox tool.

We can only have one email address connected to one tool at a time.

Hope this helps,

Diana

[BMedspa]

resolved the issue. We have both personal and team email conncted to inbox. When we were sending emails from contact's profile page, it seems hubspot was using the individual email and not the team email as the sender. There is no way to set up a default sender email . we just have to be careful when sending 1:1 emails

[webdew · Accepted solution]

Hi @BMedspa ,

You might have connected your personal email to HubSpot. Connecting your personal email address to the CRM for sending and tracking email is not the same as connecting a shared inbox to Conversations. Following articles that may help clear it up:


Connect your inbox to HubSpot
Connect your team email inbox channel 

Hope this helps!

If we were able to answer your query, kindly help the community by marking it as a solution.

Thanks and Regards.

[BMedspa]

@himanshurauthan . Thanks for your comment.  We have  been using same setup for 3 years. No changes made. No filter rules created. Our workflow for these emails is that , we go to contact profile and send them an email. We would see the contact response in the the shared inbox. Now responses are not showing up. We have to go to each contact and respond to emails. They are definitely receiving emails from us.

[himanshurauthan]

Usually, it does not happen but as far as I think you might have added a filter in your inbox.

Also, there could be a possibility that the emails you’re seeing in the individual contacts are not successfully delivered to the respective contact or are in the draft. And if in Outlook, if you are trying to see all threads communication then I will suggest you please look in HubSpot contacts to see all threads. The reason is all mail communications were done through the HubSpot interface.

And can you please share screenshots for more details?

Regards,