'Contact Reply' email logged activity, but no reply received in inbox

[FOchambela]

Hi, 

I have seen that I get notified of a contact replying to a Hubspot automated email. The "Contact has replied to (...) email" activity is logged, yet there is no existing reply within Hubspot or any existing reply email in my inbox. I just wonder what could be the possible causes for this.

Thanks!

P.S. : This has not happened often, though, so I wonder if it is just a glitch in the tracking code.

[S_S]

Any updates on this, same issue here.

[BérangèreL]

Hi @S_S,

Thank you for reaching out to the Community!

Are you referring to the Conversation inbox?
If that is the case, did you forward emails to a hosted email address in the conversations inbox?

If yes, I'd like to share this article "Add the forwarding address to your email provider's settings" that might help you!

If you are still running into this issue, 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, where you are able to share screenshots and further information about this.

Thanks and have a great day!

Best,
Bérangère

[webdew]

Hi @FOchambela ,

When someone replies to a marketing email in your HubSpot account, the reply will be sent into the 'from' or the 'reply to' address of the email as outlined here. If you want to track and log those replies into HubSpot, your from/reply-to address will need to be connected as a personal email in your HubSpot account.

Hope this helps!

If we were able to answer your query, kindly help the community by marking it as a solution.
Thanks and Regards. 

[FOchambela]

Hey @webdew ,

So I initially thought that might have been the problem, but I checked that before posting this. All the cases in which I see an activity report that a contact replied, but have not gotten an existing reply, have been sent from my personal email account.

It is also strange to me that in the contact activity feed, when they reply, it shows the email itself which they wrote. In these "Problem Cases" I mention, it only says contact replied, but there is no record of the email reply.

Is it possible that the tracking is done by clicking on the reply button? If it is, then it could be they clicked "Reply", but just never actually sent out an email.

Thanks!

[Sarah_g]

I am also having the same issue!