Forward email not working

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New Contributor

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.

 

Thanks

 

Thanks

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HubSpot Product Team

Hey @montag thanks for the question.

 

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: 

  1. The email address that you forward the email from must match the email address of your user in the CRM.
  2. 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.
  3. The Forwarded message text block must be present at the top of the email and in English.
  4. 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:

Screen Shot 2017-03-05 at 5.11.00 PM.png

 

Could you please review the above in detail and let me know once you have followed these troubleshooting tips?

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HubSpot Product Team

Hey @montag thanks for the question.

 

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: 

  1. The email address that you forward the email from must match the email address of your user in the CRM.
  2. 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.
  3. The Forwarded message text block must be present at the top of the email and in English.
  4. 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:

Screen Shot 2017-03-05 at 5.11.00 PM.png

 

Could you please review the above in detail and let me know once you have followed these troubleshooting tips?

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Occasional Contributor
 

 Hi Roisin,

 

I am similar issues to @montag

 

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: 

  1. The email address that you forward the email from must match the email address of your user in the CRM.
  2. 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.
  3. 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 advise further?

 

 

Kind Regards,

Natasha 

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Community Manager

Hey @Natasha-Raymond

 

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? 

 

Thank you, 
Jenny


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Occasional Contributor

Hi Jsowydra,

 

Thanks for your email.

 

I am referring only to using the forwarding email address: 3441617@forward.hubspot.com

 

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.

 hubspot email photo1.jpg

 

 

However, when I check under the contact record in Hubspot, there is no sign of the forwarded email in Hubspot:

 hubspot email photo2.jpg

 

In the Dashboard view, this is the notification I receive:

 hubspot email photo3.jpg

 

 

But then this is the view from the contact record, where I thought the email would be logged:

 hubspot email photo4.jpg

 

Please can you confirm what the fault is, and how to fix this?

 

 

Kind Regards,

Natasha Raymond

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Occasional Contributor

Hi @jennysowyrda

 

Thanks for your email.

 

I am referring only to using the forwarding email address: 3441617@forward.hubspot.com

 

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.

 hubspot email photo1.jpg

 

 

However, when I check under the contact record in Hubspot, there is no sign of the forwarded email in Hubspot:

 hubspot email photo2.jpg

 

In the Dashboard view, this is the notification I receive:

 hubspot email photo3.jpg

 

 

But then this is the view from the contact record, where I thought the email would be logged:

 hubspot email photo4.jpg

 

Please can you confirm what the fault is, and how to fix this?

 

 

Kind Regards,

Natasha Raymond 

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Community Manager

Hi @Natasha-Raymond

 

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. 

 

Thank you,

Jenny


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Occasional Contributor

Hi @jennysowyrda

 

 

Thank you for your reply to my email below:

 

"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". 

 

 

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:

 

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DB4PR06MB329.eurprd06.prod.outlook.com (10.141.233.140) with Microsoft SMTP
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link to analysis here: https://mxtoolbox.com/Public/Tools/EmailHeaders.aspx?huid=5de925e2-eb22-444a-9dac-939c7575c029

 

______________________________________________________________________________

 

As requested, I did also forward the same email to our Hubspot ID forwarding address and also bcc'ing it to a different address.

 

The forwarded email was not recorded under the contact has having been sent or received an email.

 

However, I received the Blind copied email to the email address I used, with access to the mailbox: natasha@hillman-consulting.co.uk

 

Screen shots below:

 

2 Capture of hubspot forward email and different bcc address.JPG

 

Capture of hubspot forward email and different bcc address.JPG

However, no forwarded email is logged in Hubspot against contact Natasha Raymond.

 

I cannot provide analysis for this email as Outlook just presents me with an empty box:

 

Capture of outlook 2016 no internet header data.JPG

 

Hope this helps.

 

Myself and my colleagues are having this issue, please can you let me know how to resolve ASAP?

 

 

Kind Regards,

Natasha 

 

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New Contributor

I'm having the same issue.

 

Using Outlook 2013 on windows.

 

Forwarded messages do NOT look like this :

---------- Forwarded message ----------
From: Chris Stone <stone@sidekick.com>
Date: Tue, Jul 5, 2016 at 1:49 PM
Subject: Re: Please read
To: Emily Keefe <ekeefe@hubspot.com>

 

Outlook 2013 looks quite different and the from: date:  lines are much further into the email.

The word "Forwarded" doesn't exist in the email at all anywhere.

 

 

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New Contributor

Hi,

i'm having the same issue with the forwarding not working. 

i have the same issue with user ATitheridge.

Outlook 2013 do not have the "------- Forwarded message -------------"

 

Does this mean Hubspot do not recognise this as a forwarding message that needs to be log into the crm contact?

 

Second this message was forwarded from my domain which was set not to log anything as long as it is from this domain. Is this the cause too?

 

Please help advice.

 

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HubSpot Product Team

Hi @8spl the header I referened above is required to log forwarded emails. 

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Esteemed Contributor

Hi,

 

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:

 

---------- Forwarded message ----------

It includes everything else: 

From: Chris Stone <stone@sidekick.com>
Date: Tue, Jul 5, 2016 at 1:49 PM
Subject: Re: Please read
To: Emily Keefe <ekeefe@hubspot.com>

 

If it is not the problem then I don't know what it can be


Louis Chaussé, M.Sc

CEO & Consultant



1 438 818 9661
lchausse@auxilio.io
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"Where there's no HubSpot tool, there's a workaround"

 

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Community Manager

Hi @louischausse,

 

The forward message does need to include the ----Forwarded Message------ line. For more information on how the information needs to be formatted, click here.

 

Thank you, 

Jenny


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Occasional Contributor

I'm also unable to log my received emails. 

 

When I used a different CRM system, I could "redirect" my incoming messages to the crm email address (i.e. like my xxx@bcc.hubspot.com address), and it would get logged to the contact(s) in the from and cc fields. This doesn't work with Hubspot, and nor does forwarding the message to that address.

 

One of the things I really liked about being able to redirect the messages was that it was nice and clean, and the message showed up in that CRM system just like it did in my inbox (no additional headers or anything like that).

 

Is there a way to have this work in Hubspot? As it is now, I am unable to log/track any of my received messages, so I have an incomplete picture of what's happening.

 

Any thoughts/ideas/etc will be much appreciated.  

 

Thanks!

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Community Manager

Hi @andypoulsen

 

Are you encountering a specific issue with the forwarding email address? The forwarding address will allow your replies to be logged in the crm, so if you are encountering a specific issue with it, and can send along screenshots and links to contact records, that would be great. 

 

Thanks, 

Jenny


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Occasional Contributor

Hi Jenny,

 

Yes, the forwarding address works fine for emails I send (I bcc that address on all my outgoing messages). The problem is that I can't log any of my received emails. I have tried forwarding them to the forward address, and also redirecting them, and neither approach adds the email to the contact's record.

 

I've tried forwarding both as a bcc and as a regular forward, and neither one works. Similarly for the redirect as a resend-bcc and a resend-to.   None of those options result in the message ending up in my hubspot record for that contact.

 

When I forward a message, the message header looks like this (though the text is in a 4-row x 2-column HTML table):

 

          -------- Forwarded Message --------

          Subject: My Subject

          Date: Thu, 4 Jan 2018 21:13:58 +0000

          From: my contact <mycontact@theircompany.com>

          To: Andy Poulsen <andy@mycompany.com>

 

When I do a redirect (using a Thunderbird extension that essentially re-sends a message to a new recipient, keeping the timestamps and everything else as in the original message), there are several resent-* headers in message source similar to this:

 

Resent-From: Andy Poulsen <andy@mycompany.com>
Resent-To: undisclosed-recipients: ;
Resent-Date: Thu, 4 Jan 2018 15:12:03 -0700
Resent-Message-ID: <473b6e1d-77cb-596d-88d9-71155e0beb70@mycompany.com>
Resent-User-Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:52.0) Gecko/20100101 Thunderbird/52.5.2

The body of the resent (or redirected) message looks just like it did when originally received, which is what I would like to have happen when I view it in HubSpot. 

 

However, as things are now, none of those messages ever get to HubSpot in any form, so they don't show up at all.

 

What else can I do?

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Community Manager

Hi @andypoulsen

 

Can you try taking a response and manually forwarding it to the forwarding address? The header will need to be formatted as the example is formatted in this article

 

I would be curious what this results in, and whether the forwarded header shows only one recipient. 

 

Thank you,
Jenny 


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Occasional Contributor

Hi Jenny,

 

Thanks for the reply.  I forwarded a response to the forwarding address, and manually tweaked the forward header to be just like the one in the article. Still no success.

 

You said "whether the forwarded header shows only one recipient." It's the person in the "From" line that I'm most concerned about, though everyone in the list (To:, CCSmiley Happy should have the email added to their record, correct?

 

However, all of the above doesn't really matter until we can get Hubspot to actually process my forwarded or redirected emails correctly...

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New Contributor

Hi, I am having the same issue. I have forwarded a couple of emails this morning, but there is one email that it isnt working for. I can't seem to identify with is unique about the contact the forwarding isnt working for.

 

 

---

 

I have just sent an email to the same contact with the bcc field filled, however there was no success. 

I know that we have been able to previously, as a bcc email field was used to log the email at the end of december.

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Occasional Contributor

Hi Daniel,

 

I'm glad you've been able to get it to work for at least some of your contacts. I can't get the forwarding of received messages to work at all for me...  I'm hoping there's a solution for this, as not having that ability makes Hubspot almost useless for me...

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Community Manager

Hi @andypoulsen

 

 

Thanks for the info. Can you provide the following so I can dig into your specific portal: 

 

1. The email address you are sending from 

2. Is your email address a connected inbox within HubSpot

3. An example email (with real header information as it was sent) you are forwarding to HubSpot

4. The link to the corresponding contact record 

 

You can send the information through this thread or through a direct message. 

 

Thank you,
Jenny


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Occasional Contributor

Hi Jenny,

 

I sent you a private message yesterday with the requested info. Please let me know if you need anything else.

 

Thanks!

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New Contributor

I have the exact same problem.

 

Outlook 2016 does not include the "Fowarded" part, just a line and VB instead of FW in the subject (Swedish lang).

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New Contributor

Hi Andy,

 

Trying to figure this out myself. Pretty surprised that this isn't a more common issue raised. Did you ever find out a way to work around this? 


Dave

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Occasional Contributor

I connected my email account, which kind of worked -- it got ALL of my messages, which I did NOT want. 

 

I never got the forwarding to work, and have been rather disappointed that the devel team seems not to care at all about this issue. 

 

Batchbook did this forward integration perfectly! Unfortunately there were other things I didn't like about them, so I dumped them.

 

It is discouraging that Hubspot doesn't seem to care about this issue -- I exchanged a couple of emails with them trying to get them to fix it, and offered to test a bunch of things, but this issue isn't a high enough priority for them to fix (seems like it should be relatively trivial to just have several sets of headers to match against, but I guess that's not how they do it...)

 

Frustrating, to be sure!

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Community Manager

Hi @andypoulsen,

 

Did you connect your inbox to the conversations tool? If so, that tool is used to pull in all of your emails. If you are looking to send emails through the CRM, you can connect your inbox as a personal inbox, which will not pull in your emails.

 

Thank you,
Jenny


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New Contributor

Hello,

 

I'm also having issues forwarding an email into Hubspot. The contact already exists, and emails have been successfully bcc'ed into Hubspot. Also, the forwarding function has worked for other emails. I have tried from two different email accounts, both of which are connected to Hubspot. Any help is very welcome Smiley Happy.

 

-Donald

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Community Manager

HI @donaldmcnair,

 

If you can send along screenshots and specific examples, that would be great!

 

Thank you,
Jenny


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New Contributor

Hi Jenny,

 

My apologies on my confusion, but I'm not sure how a screenshot will help. I would take a screenshot of the email bar showing the forwarded address, and then a screenshot of the hubspot page, with no email there. I think I'm missing something haha. What exactly would you like a screenshot of? 

 

Kind regards,

 

-Donald

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Community Manager

Hi @donaldmcnair,

 

No worries! Happy to clarify! Because each email send and scenario is very unique and different, the best way to troubleshoot issues is to see the specific scenario in which the issue is occurring. 

 

For this issue, seeing screenshots of the sent forwarded email (including the forwarding address that was used), as well as a screenshot of the contact record where the email should be showing would be great. Smiley Happy 

 

Please feel free to direct message me any content with email addresses as well. 

 

Let me know if you have any other questions as well! 

 

Thanks,
Jenny


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