Outlook Sales Extension

Robin_Miller
Contributor

Emails not being logged after bounce

Hi All

 

I had a little look though the posts but couldn't find any help on this particular one. I've also checked
https://knowledge.hubspot.com/connected-email/log-email-in-your-crm-with-the-bcc-or-forwarding-addre...
and it's no help.

 

So, this is what appears to have happened...

My colleague has the add-in installed and was sending emails from Outlook desktop and they were logging in HS all as normal. Fine.
Then he started a series of emails to a list of addresses, sending individual emails with an attachment (hence not being able to use HS marketing emails as attachments aren't available in the Free version).
The first 2 emails he sent logged in HS fine.
Then he, unfortunately, got 2 in a row that bounced.
After that, all the rest of the emails he sent *didn't* log in HS.
The bizarre thing is that HS still appears to be tracking all the emails, he's got 'Opened at...' message bar above emails in his Outlook sent items. Yet it hasn't logged the email in HS on their Contact record.

 

He had both 'Log' and 'Track' checkboxes chekced for *all* the emails, so that's not the answer.

 

Any ideas???

 

Thanks
Robin

3 Replies 3
Lucila-Andimol
Thought Leader | Platinum Partner
Thought Leader | Platinum Partner

Emails not being logged after bounce

Hey @Robin_Miller 

just seing this post.

So after a hard bounce, HubSpot doesn’t send any other email.

so this is why there is not logging of äfter bounce emails".

This is actually good for you in order to prevent high bounce rates and have your domain/account blocked.

You can always "unbounce"a contact manually (at your own risk) or if you are sure that the bounce is temporary.

hope this helps

María Lucila Abal | COO Andimol
HubSpot Expert, Community Champion & Certified Trainer (12+ years)

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0 Upvotes
Robin_Miller
Contributor

Emails not being logged after bounce

Hi Lucila

Ordinarily I would agree with you, except:

- this wasn't a marketing email sent through HS, it was individual emails sent directly in Outlook and bcc'd into HS

- he still received the tracking notifications on them, just that the content wasn't copied in

Any other ideas?

Thanks

Robin

0 Upvotes
PamCotton
Community Manager
Community Manager

Emails not being logged after bounce

Hey @Robin_Miller, thank you for posting in our Community!

 

Ensure that your colleague is receiving bounce notifications for the emails that bounced. This can help identify if the issue is related to specific bounce events. Also, double-check your HubSpot email logging settings to ensure that logging is enabled for bounced emails. Sometimes, certain settings or configurations may affect email logging behavior.

 

To our top experts, @trevordjones, and @Lucila-Andimol do you have any recommendations for the @Robin_Miller matter?

 

Thank you,

Pam

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0 Upvotes