Email Replies in HubSpot vs Office 365

SOLVE
Jocelyn
Member

I can send email from HubSpot, it goes to the recipient and when they reply it goes to HubSpot but not my Office 365 (like it did before). When sending from HubSpot it doesn't appear in my sent items. Additionally, I have no way of replying because that feature doesn't seem availble in HubSpot any longer. I have the Chrome extension and I can't install the Outlook extension because I'm on a Mac.

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2 Accepted solutions

Accepted Solutions
nicolebrenner
Solution
HubSpot Employee

Emails sent from the CRM will be logged in your email client as long as you have connected a Google G Suite account (not a free @gmail.com account) or Outlook 365 account in your Settings here

If you're using an email provider that is not G Suite (formerly Google Apps for Work) or Outlook 365, we would recommend bcc’ing your own email address on emails sent from the CRM if you want them logged in your email account. Learn more about this here.

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roisinkirby
Solution
HubSpot Product Team

Hey @TimShoemaker  the ability to reply to emails from within contact, company, and deal timelines in HubSpot is now In Beta. Today, a small group of private beta users are testing the feature. Once live, it’ll be available to all HubSpot CRM portals. Staty tuned here for updates.  

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8 Replies 8
nicolebrenner
Solution
HubSpot Employee

Emails sent from the CRM will be logged in your email client as long as you have connected a Google G Suite account (not a free @gmail.com account) or Outlook 365 account in your Settings here

If you're using an email provider that is not G Suite (formerly Google Apps for Work) or Outlook 365, we would recommend bcc’ing your own email address on emails sent from the CRM if you want them logged in your email account. Learn more about this here.

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0 Upvotes
germart
Member

Hello @nicolebrenner

 

I'm a new user and really enjoying HubSpot.  I can see that this issue is common and is not working for me either:  when sending email to customers from HubSpot (customer with different domain) through my associated email accounts, replies do not get tracked back into the customer thread even tough I can see them in my Offcie365 inbox.

 

Thanks a lot in advance. Best!

0 Upvotes
nicolebrenner
HubSpot Employee

Hi @germart

 

Replies to emails will be logged automatically on the contact's timeline if you have connected your inbox and the following is true:

  • The original email was sent through the CRM or sent from your connected inbox
  • The original email was not sent to a colleague email address with the same email domain (what comes after the @ in your email address)
  • The original email was sent from a user in your portal

Do your emails meet all of these conditions? 

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riannone
Member

Just to jump on here as I'm having the same issue. I sent an email from Hubspot CRM to a client who has a different domain email to me, and he has replied which I can see in Office 365 but his reply wasn't synced in Hubspot, any ideas?

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TimShoemaker
Member

It would be awesome if you could reply to emails in Hubspot. I currently use the Outlook integration and can reply to emails directly in Outlook. The drawback to this method is that if the client hasn't responded but I would like to reply to the email chain to keep the conversation continuous I would need to copy and paste the email chain and send the email again in Hubspot. 

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roisinkirby
Solution
HubSpot Product Team

Hey @TimShoemaker  the ability to reply to emails from within contact, company, and deal timelines in HubSpot is now In Beta. Today, a small group of private beta users are testing the feature. Once live, it’ll be available to all HubSpot CRM portals. Staty tuned here for updates.  

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Vik
Participant

You can use the HubSpot add-on -- Dossier -- which requires no extensions, allows you to send or receive email from Gmail or Outlook natively, and requires no bcc of special email addresses.

 

We designed it specifically for teams that have migrated to HubSpot CRM (like our company did), but didn't want everyone in the company to have to change their behavior.

 

See the Dossier for HubSpot page: Say goodbye to: "Where did that email go?" and sign up, choose option 3, select HubSpot and continue. It will sync your last 7 days of email (or, more).

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Jocelyn
Member

It's back to working as before. I assume there was a bug or something - all is well again. 🙂 

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