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.
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.
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Hi @Yarexi23, I've been having the same issue where I need to click the extension for every single email in order for it to track even with the correct log and track emails settings turned on. Does it automatically track all of your emails or do you manually have to click the extension for each email? If it's automatically tracking them all when you log in once a day can you please let me know what you did?
Hello! It's the same disappointment I had. You need to activate the extension for each email! In Outlook, I have not been able to make it happen automatically. One trick is to use in BCC the email that the extension activates for you, instead of activating the extension every time.
@Yarexi23 when you are in Outlook, can you access the CRM extension and it's not logging/tracking? or is it completely inaccessible and not visible at all?
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Hi Jennifer @Jnix284 . Thanks for your reply. I have access to the CRM extension using Outlook (web version), but it is not tracking any activity, it is the same with my coworkers. Any idea what it could be?
You're welcome @Yarexi23, can you share a screenshot (with sensitive info blacked out) that shows the HubSpot tracking settings and all recipients (To, CC, BCC) when you create a new email?
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@Yarexi23 yes, you've got it - without those settings the emails won't track.
I would highly recommend configuring your Never Log list (with internal contacts) to avoid internal communications from automatically logging to HubSpot.
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Hi Jennifer! Good morning! I hope you are doing well. I did some tests yesterday and the app is still not tracking my emails and contacts. I don't know what I should do now. The app is installed, also the tracking and logging options are enabled. any suggestions?
Hi @Yarexi23 I'm sorry to hear that you're still having trouble with the emails not tracking after configuring the settings and running a few tests.
To confirm - when you view the contact that you emailed in HubSpot, you're not seeing your email at all? or you're not seeing tracking activity (open, clicked)?
Are the contacts you're emailing new or do they already exist in the CRM?
What version of outlook are you using?
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I tried using a new email (which was not in the CRM, neither in the "never log" list). My intention was to show a new contact and new email activity, but nothing showed up in Hubspot.
Something I haven't seen you look at in this thread yet:
Are you running any other plugins or extensions for Outlook 365 which may be interfering with the funcitons of the HubSpot Sales extension? If so, try disabling those one at a time to see which one is the culprit. Perhaps you can find an alternative that does the same thing but doesn't interfere with HubSpot.
This kind of troubleshooting can be very frustrating, so I definitely feel for you!
- Trevor If my post solves your problem, please accept it as a solution.
Thank you very much Trevor and Jennifer for your help. It really has been impossible to get the extensions to work. I have been reading the resources you sent me, and so far I can't find the error.
What I will do now is try the desktop version and let you know, since the web version has not worked. Maybe that is the problem?
Whether or not an installed version of Outlook will be helpful to you depends in large part on which version of Outlook you install. The New Outlook cannot be supoported by HubSpot Sales because Microsoft ended Support for VTSO.
Because of this, I actually think you are better off sticking with the web client and not using an installed version of Outlook.
Did you try removing and reinstalling the extension?
- Trevor If my post solves your problem, please accept it as a solution.
I've spent more than one hour uninstalling and reinstalling the add-in, in the web version and also in the desktop one.
But although I get everything installed correctly, the extension is not tracking contacts and records automatically. If I want that it starts tracking, I should add manually each contact, even when Log and track settings are turned on.
Do you know what I need to do to make that it start tracking automatically?