Email not delivered to current Customer

[SZampogna]

We just added our engineers to HubSpot and have asked them to start tracking correspondence with customers. He has a contact he always engages with, but since he added HubSpot to his email, when he logs and tracks the email, she is not receiving them. This is an issue becuase one of the emails was a quote she was waiting for. When you look in HubSpot it says that it was read. He texted her and she is NOT getting them. Anyone else have this issue? The only thing that is changed is that he started tracking and logging to HubSpot.

[karstenkoehler · Accepted solution]

Hi @SZampogna,

Tracked emails contain a tracking pixel: https://knowledge.hubspot.com/connected-email/understand-hubspot-sales-email-open-and-click-tracking

Some companies with strict security protocols aren't fond of tracking and move these emails into spam or quarantine. That might've happened here.

You could consider disabling tracking: https://knowledge.hubspot.com/connected-email/turn-off-one-to-one-email-tracking-or-attachment-loggi...

Best regards