Sales Extension showing Log email to Hubspot for already Logged email

[shivarajpoudel]

While using the Gmail extension for emails that are logged to Hubspot, the extensions generally show "Logged to X no of records".

But I am seeing the message "Log email to hubspot" even when the email is already logged and CRM is BCCed in the email. 

Here is the screenshot.

[franksteiner79 · Accepted solution]

Hi @shivarajpoudel 

Again, the manual "log email to HubSpot" option is there for to retroactively and manually log older emails from your Gmail inbox to records in HubSpot, either:

• because these are emails you have sent before using HubSpot, or
• you have new contacts (or other records in HubSpot) which you now want to log emails against.

When clicking that option, it will show you which records a particular email has already been logged against:

I can not either pick from existing associated records or simply pick any other record from the CRM.

The "logged to x-records" is showing in your sent folder.

The "log email to HubSpot" is showing in your inbox.

I hope that clears things up.

Frank

[JWeiner]

This feels like it is sort of similar to my problem. I'll include a link to the post below. But, in summary...I'm seeing the "Log email to HubSpot" for new inbound emails sent by existing contacts. This didn't happen with the desktop add-in. Only after switching over to the web add-in (microsoft 365).

Hijacking this thread to see if you can help me.  Thanks in advance. 

https://community.hubspot.com/t5/Outlook-Sales-Extension/Inbound-emails-not-logging-suddenly/td-p/10... 

[franksteiner79 · Accepted solution]

Hi @JWeiner - I think there is an element of HubSpot naming conventions being a bit confusing plus the expected behaviour of the sales extension not being clear.

1. The manual "log to HubSpot" button is a new(ish) feature of the sales extension, it has never existed in the desktop add-in.
2. As per this article, no further development is happening in the desktop add-in, so this will never be an option when using the desktop add-in.
3. If a contact (regardless of that contact exists in HubSpot or not) sends you a new e-mail this will neither be logged (nor tracked) by HubSpot unless:
   • you reply and decide to log/track that email
   • you manually log that email

Inbound emails were never automatically logged to HubSpot, unless you have set up a conversations inbox in HubSpot. This is fundamentally different from simply connecting your email and using the sales extension to log and track emails.

Frank

[JWeiner]

@franksteiner79 thank you so much! I reached a similar conclusion myself, but having your conversation makes me feel even better. 

I didn't appreciate the difference between a conversation inbox and a personal email connection. When I first created my HubSpot, I must've accidentally configured my work email as a conversation inbox. I had made a lot of other changes (e.g., defederating from GoDaddy, new Outlook extension, etc.) which I thought were driving the problem, but they were just red herrings.

[shivarajpoudel]

Not sure if the extension is working as intended.

this is how it works normally

When the extension works normally, it shows it is logged to x number of records (without syncing manually) . while the issue that I've shown is it does not show how many records it is logged to even when the emails are logged

[franksteiner79 · Accepted solution]

Hi @shivarajpoudel 

Again, the manual "log email to HubSpot" option is there for to retroactively and manually log older emails from your Gmail inbox to records in HubSpot, either:

• because these are emails you have sent before using HubSpot, or
• you have new contacts (or other records in HubSpot) which you now want to log emails against.

When clicking that option, it will show you which records a particular email has already been logged against:

I can not either pick from existing associated records or simply pick any other record from the CRM.

The "logged to x-records" is showing in your sent folder.

The "log email to HubSpot" is showing in your inbox.

I hope that clears things up.

Frank

[franksteiner79]

Hi @shivarajpoudel 

It simply gives you th option to log this email to another contact/company/deal that it might not have been logged against yet. So this is working as intended.

Frank