Logged emails for a contact not showing up under a deal

[PFarrell2]

Hi - there is one similar post to this but the accepted solution (to change the lifecycle stage of the contact to 'Customer' did not work for me)

I have a Deal board which shows all deals as cards in their respective columns. There is a feature which greys out a card that has been inactive for over 14 days. 

I have a deal that is greyed i.e. inactive for 14 days.

That deal isn't showing any logged emails when I click into it.

The deal has an associated contact. That associated contact has a logged email that is dated September 4th of this year. That's 8 days ago at the time of writing. 

My question is - why is the board still showing this deal as greyed out. Why doesn't that deal show any logged email, given that an associated contact has logged email from 8 days ago? It works fine for a different deal. 

If anyone can help, I'd be very grateful. 

[merfin29]

I'm finding that deals are just not treated as a first level object. Whenever anything is sent or received it only gets added to the contact and the automatically generated company based on the contact email address. You cannot even choose the deal that the email thread is already assigned to. For example the deal is with company XYZ and the representative at the company is Jane. The deal name would be something like XYZ 2024

When I send an email or receive an email from a thread, you can click on logging and it shows company XYZ + Jane. It does not even show XYZ 2024 as an option to select.

One has to type that XYZ to get it to show up

now imagine a dozen people talking on this email thread, you wake up and there are 20 replies. You have to click on every single one and type in the name and add it to the deal manually

[DianaGomez]

Hi @merfin29,

Thank you for reaching out to the Community!

Could you kindly share a more visually detailed example with us? Screenshots can greatly enhance our understanding of the step-by-step process being followed and the outcomes being achieved. This enables us to identify any issues and ascertain the accuracy of the behavior.

Thanks,

Diana

[PFarrell2]

Hi Frank,

Thanks for the response. That's very kind of you. 

The actual settings and process for logging these emails seems to be working ok. There is just a lot of, what seems like inconsistency. For example, I'm seeing emails on a deal that, when I look back at them in my GMail, suggest they are not logged to anything (nothing is ticked). I'm then seeing an email that is logged to a contact on a deal, but that email is now showing up as part of that deal. 

It's all very confusing. 

[franksteiner79 · Accepted solution]

Hi @PFarrell2 

How are you sending and logging emails to contacts - from within HubSpot or via one of the HubSpot Sales Extenstions? 

Sending emails from HubSpot

When sending directly from the HubSpot CRM, the email pop up has a "Associated with..." option at the bottom right. This picks up existing associated records and allows you to select/de-select records as you wish. 

 

Emails send via Extensions

The same happens when sending emails via one of HubSpot plugins/extensions.

In the below example you can see my GMail settings, the ones for Outlook/O365 are similar. You first have to ensure that logging against / associating with deals is active.

Within the Gmail extension the log option will show how many associated records are found for the contact and you can the add or remove the assocication. 

I hope that helps.

Frank