Emails logging to the wrong contact

[MWehmeyer]

Hello, I'm having trouble with my emails composed and sent in gmail logging to the wrong contact. I can go in and fix the associations in the gmail extension, but when I refresh, it logs it to another different contact. I am not forwarding or using reply functions and I am not using outlook. I did copy and paste an email and sent (in a new compose window) to several different contacts and they did have the same subject line. I'd like to know how to 1. fix the current mess and 2. not have it happen again.

Thanks!

[JWingate2 · Accepted solution]

@MWehmeyer , 

I would have to investigate more into the portal to see what could be the issue. I would think it has something to do with email domain/address, but couldn't know until I see if there are similarities in the contacts. I would be more than happy to jump on a call with you to investgate further.

[Shadab_Khan]

Yeah, it can become a hassle really fast!

I would check the account settings for all things email log and track (screenshot)

Run some tests by making changes here and if still problematic contact support, they will help you out!

[MWehmeyer]

Unfortunately, I couldn't find anything wrong with these settings and the problem is still occuring. I contacted help and since I have a free account they told me the only thing I can do is post here.

[elizheleva]

Hi @MWehmeyer ,

yup, for free accounts, we're the help desk. 🙂 There are a lot of brains in the forum, so I'm sure we'll get it sorted for you.

Hubspot uses emails as the unique identifier to map logged email. Therefore, if an email is logged into a different contact, I'd suggest checking how many emails are linked to the contacts that have a problem. I wouldn't be surprised if some of them have multiple email addresses that overlap, therefore, the emails are logged incorrectly.

As @JWingate2 said, I'd love to check out the portal, as that would be the easiest way to troubleshoot. 🙂

Best regards,

Eli