Email tracking not working for outlook Add-in.

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New Contributor

Hello. I have Outlook 2016 with the HubSpot add-in installed on my machines. When I receive emails from prospects in HubSpot in Outlook, their email doesn't not sync into the contact in HubSpot. Isn't the add-in supposed to automatically sync that email to the associated contact within HubSpot? Any help is appreciated. Thank you. 

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HubSpot Employee

Hello @alwalden,

 

Welcome to the Hubspot Community and thank you for your question!

 

Regular emails sent directly to you will not be automatically logged on a contact record.  The only time emails to you will be automatically logged in the CRM is when a contact replies to an email that you originally chose to log in the CRM.  

 

If you receive an email (not a reply to a logged email) that you want to log in the crm, you can forward it to your Hubspot Sales forwarding address: yourhubid@forward.hubspot.com. Here is some information about this process: https://knowledge.hubspot.com/articles/kcs_article/email/do-email-replies-get-recorded-in-the-crm

 

Let me know if you have any questions about this information.

 

Brett

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Then what is the purpose of the forwarding address? Isnt any email forwarded supposed to be scanned to see if it was sent by someone in the contacts? I have all my mail incoming forwarded to said address.
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New Contributor
Sorry. My phone failed to load the second half of your message. I have it being forwarded. I will double check.
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