Outlook integration

[MGavazzi]

Hi!
I'm struggling with Outlook integration and I'll give this a try.

I connected my Hubspot account with Microsoft 365 and if I create a 1-to-1 email from Hubspot to an existing Hubspot contact sync in Outlook works properly. Then all reply with the same topic, independently if I send an email from Hubspot or Outlook, get synced correctly.

The problem is if the existing contact in Hubspot sends me a new email. I receive it in Outlook and it doesn't sync in Hubspot. Is it possible???

Last but not least I know this is a tricky topic but we have 120 sales reps on the field who use the mobile Outlook app. Is there any chance it will be integrated into Hubspot as well soon?

Thx!

[MiaSrebrnjak]

Hi @MGavazzi, 

Thank you for reaching out to the Community! 

It seems you've connected your personal email to HubSpot – in this case the behaviour that you're  describing above is expected. 

There are 2 different ways in which you can connect your inbox with HubSpot: 

• Connect a personal email in Settings > General > Email. This allows you to send 1:1 emails from HubSpot and will also automatically log email replies - but only replies to emails that were previously sent from the CRM or sent from your inbox using the HubSpot Sales email extension or add-in. This will not log new incoming emails from contacts that you've received to your inbox. 

This way we make sure that sensitive personal emails don't get logged in the CRM automatically where all users can access them. The only way to save these new incoming emails in the CRM is to log them in HubSpot manually using the HubSpot forwarding address. This is also how your sales reps can log emails in the CRM when they're working on the field (if they're not using the HubSpot mobile app). 

There is also a way to forward all incoming emails to HubSpot, but this method is usually used for team emails: 

• Connect an inbox as a team email in the tool Conversations or in Settings > Tools > Inbox. A team email is a shared email address that multiple users have access to and use to communicate with customers. If you connect an inbox in Conversations, all incoming emails will get forwarded to HubSpot and will be visible to all users who have access to the Conversations inbox. 

I hope this helps!

Cheers
Mia, Community Team