Trouble integrating e-mails

[HRolnick]

Hi there!

I am new to HubSpot. 

The main feature I want to use is organizing information from our Gmail by contact.  I want every email to or from each contact to be logged in their contact card on HubSpot.  We have downloaded the extension, enabled the conection between HubSpot and Gmail, and I have also turned on Inbox Automation.

We sent an email from Gmail to one of our contacts today in an existing email chain.  When I go to that contact in Hubspot, that email does not show in their activity log.  

How can I get every email to and from our contacts to show up in HubSpot so that we can monitor all relevant information for each contact and deal?  

As we are figuring this out, I would like to manually log individual emails with pertinent information into contact cards and deals on HubSpot.  Is there a way to do this from Gmail using the Chrome extension?

Thanks all!  Looking forward to hearing back.

[karstenkoehler · Accepted solution]

Hi @HRolnick,

Generally, emails sent through the CRM or the Google Sales Extension should log in the CRM. Can you review these troubleshooting steps? https://knowledge.hubspot.com/email-tracking/troubleshooting-the-hubspot-sales-chrome-extension#trac...

Keep in mind that incoming emails that are not replies will not log to the CRM, see here: https://knowledge.hubspot.com/email/log-email-replies-in-the-crm#requirements-for-a-reply-to-log

Could you also check that the recipients in your test are not excluded from logging? https://knowledge.hubspot.com/settings/add-emails-and-domains-to-the-never-log-list

Just to confirm, are you using the HubSpot Sales extension with Chrome and not another Chrome-based browser? https://knowledge.hubspot.com/resources/which-browsers-are-supported-by-hubspot

Best regards