Contacts No Longer Syncing from Gmail

[CGramlich32]

Hi there,

Hubspot is no longer adding contacts from my email in Gmail.  I think it used to sift through and collect/capture the info automatically from my emails as well as put a little tracker on the emails to tell me when things were opened and its not doing any of that anymore.

For example I received an email from a person named Ben and have replied, setup a GoogleMeet and held meetings with the person.  When I go into hubspot I don't see his contact information in the list.

I have the integration installed in Chrome, live and functioning in my gmail and all settings are turned on for the sync as per the tech/troubleshooting guides.

It appears this sync / update stopped working a year or so back and I'm only noticing now as I begin to make better use of the CRM.

[CGramlich32]

Hi Ruben,

Here is what I see:

1) The inbox was still connected and did not need reconnection

2) I don't see a 'create a contact for new email recipients' checkbox or option.  Here is what I see:

3) The extension is turned on, active an set to log the thread - see below:

The extension I see is this:

I also removed it from the company browser policy and re-added it in given the version shows as 3.0 and you mention a 5.0+.  There was no 5.0+ option when the extension was reinstalled.

How do I re-enable the 'Inbox SDK' in the extension?

[RubenBurdin]

Hi @CGramlich32 

The Gmail-to-HubSpot flow changed mid-2023 after Google tightened extension permissions, so the old “HubSpot silently creates a contact every time you email someone new” only works if all three pieces below are in place:

1 — Inbox is connected, not just the Chrome extension
Settings → General → Email → Personal inboxes.
If the Gmail token expired you’ll see “Reconnect” or “Action required.” Re-authorise with the read, write & modify scope; that lets HubSpot pull message metadata again.

2 — Auto-create-contacts is toggled on
Settings → Objects → Activities → Email Logging.
Turn on Create a contact for new email recipients. (HubSpot turned this off for some portals when the Google policy changed.)

3 — You (or the extension) are logging the thread
• In the Gmail composer the Log box must be checked at least once on the thread.
• Alternatively add your portal’s BCC address (xxx@bcc.hubspot.com) manually—still counts as “logged.”
Without a logged email HubSpot won’t touch the thread, so no timeline activity and no contact.

After those fixes send yourself a test mail from Gmail to a brand-new address; wait a minute, refresh Contacts. If nothing appears:

• clear Chrome cache & make sure the extension is on v5.0+

• disable then re-enable “Inbox SDK” in the extension pop-up

• check Activity Feed in HubSpot → if the email logged there but no contact exists, the auto-create toggle is still off.

Once the extensions/gmail scopes are re-authorised and the toggle is on, new recipients will start dropping into Contacts again, and you’ll get the open-/click-tracking notices just like before.

Hope It helps.!

Ruben Burdin 

Real-Time Data Sync Between any CRM or Database | Founder @Stacksync (YC W24)