Emails going to spam

[SKeohan]

We have Sales Enterprise and our sales reps are having issues that when they email a client through HubSpot it is going to clients Junk boxes however if they email from their outlook it works. We also had it on a couple of occasions where an email was sent within HubSpot but the client never received it.

I have seen some posts on here with similar issues however these seem to be on Marketing bulk emails however we are just sending one email at a time and getting this issue so would appreciate any advice or solutions

Thank you!

[karstenkoehler]

Hi @SKeohan,

Email deliverability is sometimes a mystery. It's hard to identify the one cause for the issue. My first guess would be that the receiving email clients are probably picking up HubSpot's tracking and filtering these emails out before they get to the inbox.

HubSpot is tracking emails by embedding an invisible one-pixel image into the email message once it is sent. If the recipient has a very strict spam filter where they block any images or link tracking from loading in emails, your tracked email could be filtered as spam, see here.

Is there an Email hard bounce reason provided for these contacts? (You can check by navigating to the contact record, clicking View all properties in the left sidebar and searching Email hard bounce reason.)

Usually the only alternative is send these emails as plain emails – no tracking. That's the next thing I'd try and check. I'd assume that the issue does not persist when you disable sales email tracking.

Best regards!

[WimbaRF]

For the past 2–3 weeks, we’ve noticed that emails sent from HubSpot, even as part of an ongoing conversation thread, are sometimes landing in spam folders.

Is HubSpot aware of any recent changes that might be affecting email deliverability or causing increased filtering of emails sent directly from the platform (as opposed to those sent via an email client like Gmail)?

We’d appreciate any insights or recommendations on how to address this issue.

[SKeohan]

Hello, I just went to check the Email hard bounce reason however we email 'Companies' not contacts so is there somethingelse I could look for?

[karstenkoehler · Accepted solution]

@SKeohan tracking can only be disabled entirely, not just for emails sent through HubSpot. It's worth a shot to test. Tracking is not the same as logging the email, even with disabled tracking, you'll still see the emails in HubSpot. You simply won't get open or click information.

Regarding the hard bounce reason, companies cannot be emailed directly. Even if you're sending an email from a company record, you're emailing the associated contacts.

[SKeohan]

Hello,

Thank you for your message, just to make sure we are on the same page I am referring to when they are emailing within HubSpot as oposed to in Outlook where they select 'track' does the same  invisible one-pixel image apply even when emailing directly within HubSpot? 

[karstenkoehler]

@SKeohan theoretically, tracked means tracked, there shouldn't be a difference, you're right.

[SKeohan]

Okay understood so how would I turn off the tracking if we are emailing directly through HubSpot and obviously this means their replies would not upload to the CRM?