Nov 4, 2017 7:13 PM
I have linked an email account with Hubspot via smtp.
I can send emails from this new account, which is great. I can't change this email account to my default email which is very frustrating.
But worse, I created a contact, and sent an email to myself from the email address of this 'test contact', and the email was not logged.
I would like Hubspot to log all and any direct emails or replies sent to my linked email account.
If I send an email from my new account to a contact and the contact replies, then the conversation is logged.
Appreciate the help
Nov 5, 2017 10:30 AM
can someone help me with this? I really need for all my emails to be synced in Hubsopt.
If a contact sends me an email I want to see it in Hubspot.
If I send an email from Hubspot or from the email account linked with Hubspot, will it still log the interaction>
Nov 6, 2017 5:15 AM
Hi @rosskelly this can happen if one of the following occurs:
Secondly it's important to note, replies to emails will only be logged automatically on the contact's timeline if you have connected your inbox and the following is true:
If you don't have a connected inbox, you can manually forward a reply to [Your Hub ID]@forward.hubspot.com and the message will be appended to the contact record in the CRM. You can find your Hub ID in the top right-hand corner of your HubSpot account (more information here).
There are a few things to keep in mind when forwarding replies to the CRM:
The forwarded email will appear in the contact's timeline like this:
If the person that had sent you the original email is not present in your HubSpot CRM, forwarding the message will automatically create a contact for you. With this feature, your sales team will no longer need to create all new contacts directly in your HubSpot CRM, nor copy and paste an email message from their email Inbox; the forwarding address handles it all!
I hope the above helps clarify a few things - let me know if you have any questions!
Nov 13, 2017 8:56 AM
Can you share more information regarding how your inbox is connected, your connection type, and screenshots of replies you have received to emails that you sent with the bcc address that are not logging, and links to or names of corresponding contact records.
Nov 13, 2019 5:18 AM
Hello, I have the same problem, I don't see incoming e-mails in CRM system, and even when I forward e-mails to internal Hubspot address I don't see incoming e-mails also
All configurations in this thread I checked, all is fine.
Feb 14, 2019 8:19 AM
I am also getting this issue.
I send through CRM and the email is logged but replies never come through the crm.
Has anyone seen how to fix this?
The people I send to are contacts linked to each business.
I am using the free CRM currently.
Does that make a difference??
If I track emails through office 365, the tracking does't work as people read the emails and it doesn;t show as read.
Few little annoying bits that, after reading, should just be working.
Can anybody help?
Feb 14, 2019 2:03 PM
Can you please share additional information
1. How is your inbox connected (gmail, outlook, imap)
2. Are the replies logged when you send from your inbox?
3. Are other users experiencing this issue?
The more information, screenshots and details you can provide, the better the Community can assist.
For additional information on this logging replies, I wanted to share this resource.
Feb 15, 2019 2:27 PM
As mentioned. Its linked through Outlook, Office 365.
Replies are never logged either through inbox or through Outlook
All employees seem to be having same issue.
What can i provide in screenshot terms??
It wont really show anything as no matter which way I send the email, the replies never come back through the crm. They always come back through outlook only.
Also emails are not tracked when sent through Outlook even though I always click track.
Thanks in advance
Feb 15, 2019 4:53 PM
I would need specific examples of emails this is happening to in order to be able to troubleshoot it.
This would include:
1. screenshots of the email being sent with the "log" option selected (and the BCC address populated)
2. screenshots of the response email in your inbox
3. screenshots of the contact's timeline showing the response not logging
Additionally, can you please gather email headers for the sent and received emails as those will be required in order to troubleshoot this.
Finally, please share the email address of the user who sent the emails.
Email connections are individual and require information from your email inbox's end, as that is not information HubSpot has access to.
The more information, screenshots and details you can provide, the better we can assist!
Jan 6, 2020 12:25 PM
Hi thanks for your response. I sent an email from hubspot to one of my contacts and he responded but I don't see the response in hubspot which of course doens't help me anything with tracking it. I do however see the response in my email provider - which is godaddy.
Jan 7, 2020 2:25 PM
Without looking at the specific email, it is hard to know what happened. I would need to see the sent email to see if the bcc address was included in the email. If you can direct message me a screenshot of the email and the full email header, that would be great.
Jan 8, 2020 11:21 AM
Apologies for the confusion. If you sent the email from within HubSpot, you will not see the bcc address in HubSpot, only in your inbox.
Jan 10, 2020 11:56 AM
Thank you! Once I have the information I am happy to continue troubleshooting this matter with you. As each inbox set up is different, and connecting your inbox to HubSpot is dependent upon the settings within your email server, there is no universal answer for situations like this.
Additionally, once I have the information requested, I can advise on whether best next steps are within HubSpot or within GoDaddy.
Jan 14, 2020 2:38 PM
Thank you for sending the header along! A few follow up questions:
1. Does your inbox have any filtering / rules set up?
2. Have you changed email providers/updated any of your email inbox settings within HubSpot recently?