Emails not logging (maybe due to Never Log config + CC)

[WNAmiqus]

Hey, 

One of our users just spotted that some emails have not logged to the contact record as they usually would. Logging is still working in most cases but with some excpetions.

We think the trend amongst the excptions is that the user has CC'd a colleague into the email thread. We have added our own domain (*@domain.com) to the 'Never Log' list to prevent internal email being logged. 

Will this be the cause of the issue? ie, because a colleague is CC'd it will flag the email as 'never log'.

If so, is there a better way to configure these settings?

Thanks

Will

[franksteiner79 · Accepted solution]

Hi @WNAmiqus 

Including someone in the email, either in the to, cc or bcc should not impact any of the other recipients and HubSpot's ability to correctly log the email.

You should be able to see a bbc address in your sent emails that has the format hubid@bcc.hubspot.com - HubID being the number of your portal. This will always be added in BCC when you opt to log emails in HubSpot. If this is the case for the emails in question, I would recommend opening a ticket with HubSpot Support as this would definitely be a bug.

Frank