hubspot not assigning the activity to correct users for emails sent externally

[SU-A-Ali]

Hi,

Can anyone suggest what might be causing this issue Or at least, can someone help me understand how Hubspot decides who to assign activities to - perhaps I'm missing somehting? 

We are using Instantly.ai for cold emailing and logging emails in HubSpot via the BCC method. We send these emails using different email addresses and domains, which have been added as aliases in HubSpot.

The issue we’re facing is that while emails are correctly logged in HubSpot and appear under the right contacts, the Sales Dashboard is assigning activities to the wrong users.

For example, an email sent from an address that is set as an alias for User A is being incorrectly attributed to User B in the Sales Dashboard.

I hope this clarifies the situation. 

Can anyone suggest what might be causing this issue Or at least, can someone help me understand how Hubspot decides who to assign activities to - perhaps I'm missing somehting? 

Thanks for your help!

[Ben_M]

I haven't personally used this integration before but from a quick glance it looks to be a fairly basic integration that only imports lists from Hubspot to their platform to be able to send your emails. Assuming this is the case, what I suspect is happening is that the leads are already assigned to a Hubspot user. Two possibilities I am suspecting here. First is that the integration may be retaining a user regardless of the BCC and syncing the activity with the wrong user. If you are experiencing randomness in the data where User A and User B can be any combination of users on your account this may be a possibility. Or, the other possibility is if the system doesn't know the owner that it is syncing to a default owner. So in this instance, you don't have an assigned owner, but you send an email from a domain that is not your primary domain in Hubspot and it doesn't know the mapping of addresses so it assigns all activity to your default owner. 

[SU-A-Ali]

Hi @Ben_M 

Thanks for your response.

There’s no active integration between the two systems—we're simply using the BCC method to log emails in HubSpot.

Initially, I also suspected the second possibility you mentioned: since the emails are being sent from addresses that don’t match the users’ primary HubSpot email addresses, the system may not recognize the owner and ends up assigning the activity randomly.

However, in theory, this should have been resolved once we added those email addresses as aliases to their respective users in HubSpot settings. At that point, HubSpot should be able to associate each alias with the correct user and assign the activity accordingly.

Let me know your thoughts or if there’s anything else we might be missing.

Thanks again!

[BérangèreL]

Hi @SU-A-Ali, to add to what @Ben_M suggested (thanks a lot for your help @Ben_M ❤️), you might also want to check these threads:

- the settings of the tools on the solution from @Markestac on this post "Incorrect activity assignment" ;
- and the requirements from @karstenkoehler on this post "email activity logged to wrong user"

I hope this helps!

Have a great day!

Warmly,
Bérangère

[BérangèreL]

Hi @SU-A-Ali and welcome, it's so great to see you here! 🎉

Thank you for reaching out to the HubSpot Community!

I'd like to share these resources that might be of interest:

- Create or log activities on a record
- Associate activities with records
- Log email in your CRM with the BCC or forwarding address
- Log your sent and received emails to the CRM

Also, I'd love to ask our Top Experts to join this discussion: Hi @Josh, @Ben_M and @HubSpot_Corey do you have suggestions to help @SU-A-Ali, please?

Have a wonderful day and thanks so much for your help! ❤️

Best,
Bérangère

[SU-A-Ali]

Hi @BérangèreL 

Thank you for sharing those links—they were very informative. I’ve followed all the requirements outlined in the articles, but unfortunately, the issue I’m facing still hasn’t been resolved.

I really appreciate your help nonetheless!

Regards

P.S : Hi @Josh and @HubSpot_Corey, do you have any suggestions that might help?

[BérangèreL]

Hi @SU-A-Ali, thanks for your messages!

Let's see what other Top Experts and Community Members have to say: Hi @danmoyle, @LBluett0, @ZVasseur and @karstenkoehler do you have additional suggestions to help @SU-A-Ali, please?

Have a lovely day and thanks in advance for your help!

Warmly,
Bérangère

[BérangèreL]

Hi @SU-A-Ali, I hope that you are well!

If you are still looking for help, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, including hopping on a screenshare if necessary.

Thanks and have a great day!
Bérangère