"Log Email in HubSpot" Button behavior changed

[MBroadhurst]

Hi HubSpot Community,

One of our clients has reported a change in the behavior of the "Log Email in HubSpot" button in the Outlook Sales Extension. Previously, they could log emails with a single click, and the system would automatically associate the email with the correct contact and company in HubSpot. However, they’ve noticed that recently, the button now triggers an object selection menu for every email, requiring them to manually search for and select the contact and company before logging.

This new workflow adds significant overhead, especially for users processing dozens of emails daily. The extra steps slow down their productivity and disrupt their established process.

Key Details:

• Previous Behavior: One-click logging with automatic association to the correct contact/company.
• Current Behavior: Object selection menu appears for every email, requiring manual search and selection.
• Impact: Increased time per email, reduced efficiency, and frustration for high-volume users.

Questions:

1. Has there been a recent update to the Outlook Sales Extension that altered this functionality?
2. Is there a setting or configuration that can revert to the one-click logging behavior?

Context:

• The client is using the Outlook desktop app (not the Gmail extension, which I use and haven’t observed this issue with).
• Attached is a screenshot of the object selection menu they now see for reference.

We’d love to understand whether this is a bug, a permanent change, or if there’s a workaround to restore the previous one-click functionality. Any insights or guidance would be greatly appreciated!

[karstenkoehler · Accepted solution]

Hi @MBroadhurst,

Generally, "HubSpot will no longer actively develop or improve the HubSpot Sales Outlook desktop add-in", see here: https://knowledge.hubspot.com/connected-email/get-started-with-the-outlook-desktop-add-in

In other words, this shouldn't be due to an update.

Could you confirm that there weren't any intentional or unintentional changes made to the log and track settings? https://knowledge.hubspot.com/connected-email/customize-your-hubspot-sales-outlook-desktop-add-in#lo...

This would be the first thing to review. If you're not getting anywhere with those settings, I'd recommend reaching out to HubSpot support to confirm.

Best regards!

[CaitlinHaire]

I'm seeing the same on my end! Just logged in today and noticed - wasn't like that last week.

[BérangèreL · Accepted solution]

Hi @CaitlinHaire, @MBroadhurst! 👋
 

Thank you for jumping in and letting us know you’re also seeing this change in the “Log Email in HubSpot” button behavior.

I understand how unexpected changes in the platform can disrupt your workflow, especially when things were running smoothly just last week.

I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, including hopping on a screenshare if necessary.

Thanks and have a great day!
Bérangère

[karstenkoehler · Accepted solution]

Hi @MBroadhurst,

Generally, "HubSpot will no longer actively develop or improve the HubSpot Sales Outlook desktop add-in", see here: https://knowledge.hubspot.com/connected-email/get-started-with-the-outlook-desktop-add-in

In other words, this shouldn't be due to an update.

Could you confirm that there weren't any intentional or unintentional changes made to the log and track settings? https://knowledge.hubspot.com/connected-email/customize-your-hubspot-sales-outlook-desktop-add-in#lo...

This would be the first thing to review. If you're not getting anywhere with those settings, I'd recommend reaching out to HubSpot support to confirm.

Best regards!