Issues tracking and connecting Outlook email

[Yarexi23]

Since we migrated from Gmail to Outlook, our team lost connection and email tracking. We do not get new contacts because it does not work. We followed all the steps to reconnect the email, but it still does not work as it did before the migration. Even we try using the we add-in and still not working.

any solution?

[Jnix284]

Hi @Yarexi23 if you want the record to be added to HubSpot, you need the "log" option checked, the "track" option will check for email opens, clicks, etc. but wouldn't add them to the record.

It sounds like you have both enabled, I'm not sure why it's not working if you have everything properly configured.

Can you share a screenshot of an email (with info blacked out) that shows how the log/track settings are enabled as well as the BCC field of the email?

[Yarexi23]

Sure!

Track and log settings:

BCC:

I think everything is set properly, but I still do not see any contact created automatically. Is there in the admin account something that maybe I am missing?

[Jnix284 · Accepted solution]

Hi @Yarexi23 the settings all look correct - have you tried searching your contact records in HubSpot for the email address (vs. first/last name)? perhaps they're logging without the full contact details.

Also, can you run a test and email me at:

jen @ worqflow .co

(.co not .com)

and we can check if my contact is created in your CRM as a test once I receive the email and open vs. reply.

[Yarexi23]

After several tests, my extension is working in Outlook's desktop and web version! Thank you so much @Jnix284 and @trevordjones. Thanks for your time and help! 

[Jnix284]

you're welcome @Yarexi23, happy to hear everything is working as expected now!