Inbound emails are not appearing in hubspot even after gmail sync
Nov 16, 2016 12:08 PM
we've set up our hubspot with (paid) gmail addresses using our company email addresses. We connected the system successfully and ran several successful tests of sending and receiving email.
Now we are facing an issue where inbound emails are not logged to contacts in the CRM.
The issue occurs when:
1. The contact was created in the crm manually or through import
2. The contact emails us unpromted, not in response to an email we sent him
Even though the email address matches exactly, this contact's email is not logged in the CRM.
Why not? We'd want all of this contacts emails to be stored.
Similarly we'd want any new emails we send to this contact to be stored with the contact, regardless of whether it was sent from the CRM or not.
This is how we would intuitively understand sync of the email account.
If the email thread was initiated from the CRM then everything works perfectly. We can use any email client to continue the thread and it will be logged.
But if the thread was started outside the CRM, either by us or the contact, then the emails are not logged in the CRM.
Can you help?
We're actually really enjoying hubspot but this email item is a bit of a tough one for our workflows.
Thanks a million!