Inbound emails not logging suddenly

[JWeiner]

Hello, 

I've been using the free version of Hubspot for a few months now. Until now, I haven't had many issues that I couldn't troubleshoot on my own. I'll describe my situation and hopefully based on that description you can explain what's causing the issue and how I can remediate it. 

Situation: 

I am a team of one. On Friday, 7/26 I "defederated" my email address from GoDaddy's Microsoft Essentials email plan. Using the same email address I purchased a "Microsoft 365 Business Standard" plan. Upon purchasing this new license, my Microsoft Outlook defaulted to opening in the new version. I didn't see the Hubspot add-in there, so I went to Hubspot to re-download. Somehow I wound up downloading the new M365 web-based add-in--not realizing it was different at the time. When the add-in still didn't pop-up on my desktop application is when I realized if I toggled off the "new outlook" radio button, my old outlook appeared and along with it the desktop Hubspot add-in. From there, everything seemed to be working as normal. This morning, I noticed that I received a system generated email overnight from Microsoft witht the subject line: Congratulations! HubSpot Sales has been successfully deployed.  

Conflict: 

This morning, I noticed inbound emails weren't being logged automatically to Hubspot. Upon investigation my settings appear to be configured appropriately. For context, these are all email chains that began prior to the switch outlined above.  

Historically this hasn't been an issue. Hubspot would automatically log emails to the associated record. Or, if it was a new email, createa  new contact record and associate it for me. 

Resolution: 

I've been struggling to resolve this issue all day. I've resorted to manually logging emails to the CRM myself, but that's not a long-term solution. Nor is manually adding contacts to the CRM for new inbound emails. 

As mentioned above, I want to know what caused this issue and then also how to resolve. Please advise.

[JWeiner]

Thanks, Diana. I've continued to try to troubleshoot this on my own. There seem to be three email logging issues. I'll describe each below: 

1. New inbound email threads initiated by an existing contact. 

2. New inbound email threads initatied by a non-existing contact. 

3. New inbound reply to an existing email thread initated by an existing contact.   

In the interim, here's how I've been using the new web-based add-in to handle each of these:

For the first situation, I simply "Log email to HubSpot" using the web-based application UI. But, even replies to that thread require me to log them again. Very annoying. I've included a screenshot below: 

For the second, same as the above, but I just add the contact first (not something I needed to do with the old desktop add-in), then log the reply and subsequent reply. Again, very annoying. See screenshot. 

The third is a function of the first, however, I call it out to highlight a potential issue. That "defederating from GoDaddy" could be considered changing email providers mid-thread, which is called out as a potential cause of emails not logging properly in this article here, specifically the "replies not logging as expected" section:

https://knowledge.hubspot.com/connected-email/log-email-replies-in-the-crm?KBOpenTab

Let me know what you think. 

[DianaGomez]

Hi @JWeiner, 

Thank you for answering the questions and for the screenshot. Do you see the pin on the right side at the top? Could you please click on it to activate it? This will hopefully solve the issue. Let me know if everything is okay after this.

Thanks,

Diana

[JWeiner]

Diana - thank you, that doesn't resolve my issue. My issue is not with the add-in appearing. My issue is the functionality of the add-in. Please re-read my email with a focus on the 3 automatic email logging issues I identified in my second response. 

[JWeiner]

Diana and others, 

FWIW, I've attached a screenshot of my activity settings below. I believe they're configured to produce the automatic inbound email logging that I'm seeking, but let me know if you disagree.

Next, since the issues I'm experiencing started after migrating from the Desktop sales extension add-in to the Microsoft 365 sales extension add-in, it is worth asking...do they both have the same functionality? In other words, perhaps what I'm experiencing isn't an issue but rather just a lack of the desired functionality on the Microsoft 365 sales extension add-in. 

Let me know what you guys think.    

[DianaGomez]

Hi @JWeiner, 

Thanks for the details and screenshot. 

Let's seek guidance from a few experts:

Hello @LouiseHare, @Lucila-Andimol, @franksteiner79 ! Could you please share any insights or suggestions for @JWeiner ?

Thanks for your contributions 🙂

Best,

Diana

[DianaGomez]

Hi @JWeiner, 

Firstly, thank you so much for the detailed explanation.

To confirm, if I understood correctly, are the email chains that are not associated the ones that were before the mentioned change, or is no new email being associated?

Could you please show us screenshots of the extension?

Thanks!

Diana