Outlook 365 extension needs login in and only tracks outbound emails

[mrfixit]

Hi 

I have Outlook 365 extension installed and setup on my Outlook (new) client. The sidebar is active whenever I send, or reply to an email and the emails are captured into Hubspot, but if I exit Outlook and start it again, I have to login to the sidebar again by creating a new email (or replying) to one.

Also, I am not getting any inbound tracking. I was hoping that the app in 365 would be monitoring the mailbox in the cloud to capture all inbound emails and certainlyi if I had Outlook open. 

I don't have the Hubspot for Outlook Desktop client installed and I am not using the legacy Outlook client anyway.

Is this what I should expect?

[karstenkoehler · Accepted solution]

Hi @mrfixit,

Yes, this is expected behavior. The sales extension does not automatically log incoming emails, only your sent emails and replies to those emails, see here: https://knowledge.hubspot.com/connected-email/log-email-replies-in-the-crm

Best regards!

[mrfixit]

OK thanks. That is interesting. If the add-in can track a reply, I wonder why it won't log a new incoming email?

What about the requirement to login? Is there any way to save the credential, or use SSO? Another option (would be a feature request) would be a login at boot time to establish a secure channel. 

[karstenkoehler]

@mrfixit this seems to be a recurring issue, there's already an ongoing conversation on this here: https://community.hubspot.com/t5/Account-Settings/Hubspot-login-always-asking-to-re-login/td-p/75622...