Fill in Contact "Name" and "Surname" when contact is added via Outlook Add-in

[DMB]

With Hubspot's Outlook add-in, a contact including first and last name, company and email could previously be transferred to Hubspot when sending an email in Outlook. Now only the email and company are transferred. The system no longer seems to automatically recognize and enter the first and last name. Does anyone know the reason for this?

[MScaramastra]

We are having the same issue. Help would be appreciated!

[kennedyp]

Hi @DMB! Welcome to the Community-- happy to have you here 😊

I understand that your Outlook add-in is no longer syncing names to HubSpot. Are you using the Outlook desktop add-in or the Office 365 add-in? Could you provide some screenshot examples as well? 

Additionally, could you verify that you have enabled Automatically populate contact properties with HubSpot AI in your account? 

@karstenkoehler, @LouiseHare, or @Lucila-Andimol -- I'd love to invite y'all to share if you have or had this same experience with contact names not populating in the Outlook extension. Any insight is much appreciated! 

Best, 
Kennedy

[kennedyp]

Thanks for your comment @MScaramastra -- happy to dig in some more here with both of y'all. 

A few clarifying questions: 

1. Are all users experiencing this with every contact added from the extension?
2. Can I ask which version of Outlook these users are using and on Windows/Mac? 
3. Could you also confirm which version of the plugin they have - a screenshot of the Outlook ribbon would be useful to see which version they have. 
4. Bonus if you can share a video of how they are creating these contacts within Outlook so I can see the profile card that appears.

From what I understand, when a contact is created via the extension, we will try to extract the First and Last name based on the email and its formatting. So it would be good to see an example of an email address that didn't have a name created. 

Best, 
Kennedy

[nkerns1025]

Hi @kennedyp - I'm the client working with @MScaramastra who raised these issues with him initially.

1. My user sample size is one at the moment (me), but it is happening to every contact I try to add via the add-in. I will attempt to test with other support staff today.

2. I am using Outlook via Office 365 (web).

3. We are running plugin version 3.3

EDIT: also, we do have "Fill contact details from emails with Hubspot AI" turned on.

[kennedyp]

Thanks for those details, @nkerns1025! Assuming your outlook is up to date, you may want to see about reaching out to HubSpot Support. I recommend opening a ticket for a more thorough investigation. The Support team can troubleshoot with you live to get a quicker resolution. To share screens and get to the bottom of this faster, you should call 1-888-482-7768 x3 (This is for United States customers. Find a list for all numbers here). 

Otherwise, I am happy to include a few experts to see if they have experienced this! @trevordjones, @TomM2 have either of y'all experienced any issues with first and last names not populating on contacts added from the sales extension? 

Best, 
Kennedy

[kennedyp]

Hi @MScaramastra! Thanks for clearing your cache and giving an update. Considering the urgency here, I would highly recommend calling HubSpot Support. They will be able to share screens with you and get to the bottom of this much more quickly. 1-888-482-7768 x3 (This is for United States customers. Find a list for all numbers here)

Otherwise, could you DM me the email address of a contact you attempted to create from the plug in that did not have a name created for them in HubSpot? I can test it out in my extension as well. 

Best, 
Kennedy

[trevordjones · Accepted solution]

Hi @MScaramastra and @nkerns1025 and thanks for the tag @kennedyp ,

If you're using this online and not in the desktop plugin. I'd start by clearing your browser cache.  That sometimes causes performance issues with the HubSpot Sales Plugin.

[MScaramastra]

We tried clearing cache but the problem persists. Meeting with client today so I do appreciate the add'l points to validate as we diagnose the issue.