Not all messages from known contacts are propagated from email to the contact record in HubSpot

[JHebert]

When some of my Hubspot contacts send a new email to my corporate email address, I receive the email in my Gmail inbox, but there is no entry in the contact record in HubSpot. As a result, I am not notified by HubSpot that I've received an email from one of my contacts.

1. This only happens for some contacts.
2. This occurs only for new email threads, not conversations that originated from HubSpot or were forwarded to HubSpot using the HS forwarding address.
3. Once the conversation is recorded in the contact record, any replies I receive or send in this message thread are captured/reflected in the message thread in HubSpot and my Gmail Inbox.
4. This is also an issue for another user who uses the Outlook email integration.

Any ideas? Suggestions?

[karstenkoehler · Accepted solution]

Hi @JHebert,

Thank you for the detailed requests and information. What you're describing is exactly expected behavior. HubSpot does not automatically capture new emails from contacts on the contact records, only replies to emails sent from HubSpot, using the extensions or the BCC address. This is also explained here: https://knowledge.hubspot.com/email/log-email-replies-in-the-crm#requirements-for-a-reply-to-log

Users who first learn about this are sometimes frustrated and I empathize. If you want to have the original email in HubSpot, you would use the forwarding email address or the BCC address when replying to the contact.

(There isn't any setting in HubSpot or the extensions which would change this behavior.)

Best regards!

[JRCherry]

I have a somewhat similar issue, though it's not with new threads. 

For a specific account hubspot only records the emails we send (outgoing), but the replies are never captured.  Is there a setting I'm missing? 

[DianaGomez]

Hi @JRCherry, hope you are doing well. 

Could you please provide more context?  Are those emails sent from the CRM or from an email provider? Is it Gmail? Hotmail? Outlook? 

Thanks,

Diana

[JHebert]

Hello Karsten,

Thank you for your reply. Yes, this wasn't the answer I was hoping for, but it makes sense, technically. I incorrectly assumed that a new email coming into Gmail by a HubSpot contact would somehow be recognized by the integration/extension for Gmail.

It's unfortunate that I can't rely solely on HubSpot to inform me when a contact has sent me a new message via my corporate email address. I will use the Hubspot forwarding address to capture the original conversation in the contact's record and respond via HubSpot.

Thanks again for your reply

[JuanGomez0818]

Hey, the email address existing on Hubspot, or the user who sends this email is a new contact? if is a new contact you need to create this email in Hubspot.

You have two ways to do this, one is going to Hubspot to make this new contact or through the Hubspot plugin, you could check the extension here.

Another thing you could check is the status of your email, is already connected?
go to Settings > General > Email and check the status.

Regards.

[JHebert]

Hello Juan,

Karsten Köhler replied and educated me about the expected behavior regarding new emails from HubSpot contacts. I do appreciate your reply and willingness to assist.

[JHebert]

To save some questions:
 1. The email address that is saved for the contact in HubSpot is the same email address that is used to send the message. This is viewable in Gmail and it corresponds to the address store for the email address property in HubSpot.