Hubspots doesn't log replies to my emails. Inbox is connected, Hubspot extension installed

[Heino]

Hi Hubspot Community,

My send emails are logged in HubSpot. Send emails are logged in HubSpot. But replies I receive from my contacts are not logged in Hubspot. 

I use Gmail, G Suite user.

My Inbox is connected.

Hubspot is succesfully installed.

I am a Hubspot sales pro user. 

All my outgoing emails are logged and tracked (checkboxes in gmail are on).

So what is going wrong here?

Please advice.

Thanks in advance.

Best,

Heino

[jennysowyrda · Accepted solution]

Hi @Heino, 

Replies will only be logged on the timeline if they are a direct reply to the original email. If the contact initiates an email, it will not be logged in your portal, as HubSpot has no tracking in that email. Can you confirm these emails are responses to emails that were logged (screenshots would be helpful to verify that). Additionally, have you tried forwarding the replies to the contact's record. I would be curious to see if that functionality would work. 

Thank you, 

Jenny

[Heino]

Hi Jenny,

Thank you for your response. It is clear to me know which e-mails are logged: only the ones I initiated and replies to that e-mail.

I check the history of differenct clients and yes, it works correctly.

Thanks again!

Best,

Heino 

[ThreadsHelp2018]

Hi @Heino

If you need a solution that automatically logs both your inbound and outbound emails in HubSpot we can help with that.  Feel free to drop me a line at sales@threads.cloud or find out more in the HubSpot Integration Directory

[cyrilmartin]

Hello,

I am new on Hubspot and I experience a similar issue:

All the mails I send via Gmail or Hubspot are tracked correctly but none of the direct replies I get are logged into Hubspot...

Let me know if there is any way out of this situation.

All the best,

C.