Our email is set up with Outlook and everything works well as far as sending and tracking opens / clicks.
But when it comes to logging in received emails, neither BCC nor Forwarding is being logged.
I know that the emails are being sent but Hubspot is not logging them in, at all.
This worked 2 weeks ago, but know it doesn't.
Can someone from Hubspot jump in here and please help me out and see what is going on.
EDIT:
On top of it, the Outlook integration seems to deactivate within the settings page as well. So I have to hit the integration button over and over to keep it integrated, but emails are still sending out.
This is clearly a bug and I'd love to have someone address this issue.
First things first, can you confirm which version of Outlook you are using and exactly how you are forewarding emails to the CRM. Only Outlook365 users are able to have these emails automatically forwarded, as per these instructions.
As an Outlook user, if you are manually forwarding emails to the CRM, you need to make sure of the following otherwise the process will not work:
The email address that you forward the email from must match the email address of your user in the CRM.
The recipient does not have the same company email domain as you. The Log in CRM feature will not log an email for any emails that are sent to a contact with the same company email domain as you.
The Forwarded message text block must be present at the top of the email and in English.
Our system looks at the block of text that is automatically added by your email client when you select the forward button, which usually looks something like this:
Could you please review the above in detail and let me know once you have followed these troubleshooting tips?
First things first, can you confirm which version of Outlook you are using and exactly how you are forewarding emails to the CRM. Only Outlook365 users are able to have these emails automatically forwarded, as per these instructions.
As an Outlook user, if you are manually forwarding emails to the CRM, you need to make sure of the following otherwise the process will not work:
The email address that you forward the email from must match the email address of your user in the CRM.
The recipient does not have the same company email domain as you. The Log in CRM feature will not log an email for any emails that are sent to a contact with the same company email domain as you.
The Forwarded message text block must be present at the top of the email and in English.
Our system looks at the block of text that is automatically added by your email client when you select the forward button, which usually looks something like this:
Could you please review the above in detail and let me know once you have followed these troubleshooting tips?
I think it's really quite absurd that HubSpot requires English-language tags in order to work. Would it really be a stretch for HubSpot to add multi-language support in it's algorithms for "From/Date/Subject/To" ?
We're a Norwegian company and the forwarding doesn't work because of this.
Our properly formatted emails forwarded from Outlook to Hubspot from existing Hubspot contacts are NOT being posted to Hubspot. This is happening across multiple contacts from multiple companies/domain names. All companies, domain names, and contacts already exist in Hubspot and "properly formatted" means that the emails conform to all of the requirements in your answer and in the Hubspot Knowledge Base article listed at the bottom of this reply.
I have confirmed that we are using the correct BCC address and that the emails have their original/proper header information.
This should work, why is it not? This is something we really need to do.
We have the same problem, and I'm trying to troubleshoot it.
We use Office 2013. Sometimes it works and sometimes not... Are you sure it is only for Office 365? If yes, why does it works sometimes on Office 2013?
Does it matter if the forwarded message doesn't include the line:
The forward message does need to include the ----Forwarded Message------ line. For more information on how the information needs to be formatted, click here.
Gideon Hillman Consulting have recently started to use Hubspot, and everything works fine, apart from forwarding noe-logged emails into Hubspot using the BCC Hubspot forwarding email address.
I noted on the support guidance below:
As an Outlook user, if you are manually forwarding emails to the CRM, you need to make sure of the following otherwise the process will not work:
The email address that you forward the emailfrom must match the email address of your user in the CRM.
The recipient does not have the same company email domain as you. The Log in CRM feature will not log an email for any emails that are sent to a contact with the same company email domain as you.
The Forwarded message text block must be present at the top of the email and in English.
I have tried numerous times today, and I thought I had it working, but it appears not.
However, forwarding an email to the contact does log in the CRM, without using the forarding BCC email address.
Can you clarify what the issue is exactly? You mentioned the bcc address as well as the forwarding address.
The bcc address will allow you to have emails sent from your Outlook logged to your portal. The forward address is meant to log emails that your contacts are sending to you into your portal after they arrive in your Outlook inbox.
If you are experiencing issues with one of these tools not working, can you send along screenshots from your Outlook (including in the sent folder to see whether the forward or bcc address populated in the sent email) and links or screenshots to your example contacts to where the email should be logged?
For clarity, I am trying to forward retrospective emails to a contact record, for a contact which has been added to the CRM, in retrospect to when emails from them were received.
(Our BCC track and log to CRM function works fine when sending emails from the CRM and logging in Outlook as sent item, and when sending an email from outlook and logging it in the CRM as an email on the contact record).
Testing the forwarding address, it is not working, as it is not logging emails from outlook inbox into Hubspot, under contacts.
Please see below screenshots of this below:
This is the email I am trying to forward to be logged under the contact Natasha Raymond in Hubspot (as an example):
Email sent to the forwarding email address, in html, English, with the forwarding information at the top of the email clear to read.
However, when I check under the contact record in Hubspot, there is no sign of the forwarded email in Hubspot:
In the Dashboard view, this is the notification I receive:
But then this is the view from the contact record, where I thought the email would be logged:
Please can you confirm what the fault is, and how to fix this?
Can you confirm that this is the behavior for all emails that you are forwarding into your portal?
If you can please send along the email headers for the email that you forwarded (following these steps). Additionally, can you please try forwarding the email to the forwarding address and also bcc'ing it to a different address (an inbox you have access to). I am curious to see if the email is received in the other inbox.
"Can you confirm that this is the behavior for all emails that you are forwarding into your portal?
If you can please send along the email headers for the email that you forwarded (followingthese steps). Additionally, can you please try forwarding the email to the forwarding address and also bcc'ing it to a different address (an inbox you have access to). I am curious to see if the email is received in the other inbox".
Please see below my reply:
As instructed, I opened the forwarded message in my outlook (2016 version).
Please see the email internet header from my email forwarded to the hubspot forwarding address:
Received: from DB4PR06MB329.eurprd06.prod.outlook.com (10.141.233.140) by DB4PR06MB329.eurprd06.prod.outlook.com (10.141.233.140) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P256) id 15.20.77.7 via Mailbox Transport; Fri, 20 Oct 2017 10:35:37 +0000 Received: from AM5PR06CA0019.eurprd06.prod.outlook.com (2603:10a6:206:2::32) by DB4PR06MB329.eurprd06.prod.outlook.com (2a01:111:e400:982e::12) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P256) id 15.20.77.7; Fri, 20 Oct 2017 10:35:35 +0000 Received: from HE1EUR01FT049.eop-EUR01.prod.protection.outlook.com (2a01:111:f400:7e1f::208) by AM5PR06CA0019.outlook.office365.com (2603:10a6:206:2::32) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384) id 15.20.156.4 via Frontend Transport; Fri, 20 Oct 2017 10:35:35 +0000 Authentication-Results: spf=pass (sender IP is 40.92.72.96) smtp.mailfrom=hotmail.com; hillman-consulting.co.uk; dkim=pass (signature was verified) header.d=hotmail.com;hillman-consulting.co.uk; dmarc=pass action=none header.from=hotmail.com; Received-SPF: Pass (protection.outlook.com: domain of hotmail.com designates 40.92.72.96 as permitted sender) receiver=protection.outlook.com; client-ip=40.92.72.96; helo=EUR03-VE1-obe.outbound.protection.outlook.com; Received: from EUR03-VE1-obe.outbound.protection.outlook.com (40.92.72.96) by HE1EUR01FT049.mail.protection.outlook.com (10.152.0.221) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id 15.20.77.10 via Frontend Transport; Fri, 20 Oct 2017 10:35:34 +0000 DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=hotmail.com; s=selector1; h=From:Date:Subject:Message-ID:Content-Type:MIME-Version; bh=6XjYyNJdp4Eu7qnMekP0NmYerGdieiUTa0q15nSd9dw=; b=XBxp+U9IqznhUN8lxEwBGvXaVcGyEkwtwmvf8QNwWJeWJCCwOcO1AyVpi0lA8u0lUGCSjeVCkJNvEPWcNNJrEhVMyZf+yhqN+NKddhCWWIak8Pi1xKIz8ev1aoxQzGUoOOOV4tJeskXRehKUDx1+0O8tQE1su5wWHQRxh6PbE+FrS93YvY91oThs7zKImGJD2p74JuUeALeF5AUnbPE9awNCwEBMdL+acuc7kC1Zor+DlAjqNrhD7hsYeLwj7bFOlnc/HBMDRgJEfh0Jsky13RXx/ogai7QpIATmsVWutnXD/b0OktAGlKnrdUsrpmPjDhkXcnoaLnaOsH6SEs3QGw== Received: from VE1EUR03FT021.eop-EUR03.prod.protection.outlook.com (10.152.18.51) by VE1EUR03HT160.eop-EUR03.prod.protection.outlook.com (10.152.19.142) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P384) id 15.20.77.10; Fri, 20 Oct 2017 10:35:33 +0000 Received: from VI1PR0302MB3341.eurprd03.prod.outlook.com (10.152.18.51) by VE1EUR03FT021.mail.protection.outlook.com (10.152.18.117) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id 15.20.77.10 via Frontend Transport; Fri, 20 Oct 2017 10:35:33 +0000 Received: from VI1PR0302MB3341.eurprd03.prod.outlook.com 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For clarity, I am trying to forward retrospective emails to a contact record, for a contact which has been added to the CRM, in retrospect to when emails from them were received.
(Our BCC track and log to CRM function works fine when sending emails from the CRM and logging in Outlook as sent item, and when sending an email from outlook and logging it in the CRM as an email on the contact record).
Testing the forwarding address, it is not working, as it is not logging emails from outlook inbox into Hubspot, under contacts.
Please see below screenshots of this below:
This is the email I am trying to forward to be logged under the contact Natasha Raymond in Hubspot (as an example):
Email sent to the forwarding email address, in html, English, with the forwarding information at the top of the email clear to read.
However, when I check under the contact record in Hubspot, there is no sign of the forwarded email in Hubspot:
In the Dashboard view, this is the notification I receive:
But then this is the view from the contact record, where I thought the email would be logged:
Please can you confirm what the fault is, and how to fix this?