Lead Replying to Email Not Reaching Gmail, Only Hubspot

[JoaotiBatista]

Hello community,

I'm facing an issue and would like to know if anyone has experienced this and can help me out.

Recently, I sent an email to a lead through Hubspot. When the lead replied, the response appeared only in Hubspot and did not reach my Gmail inbox. This is causing some disruption in communication with leads as I'm not receiving notifications in my primary email.

Does anyone know how I can resolve this? I've checked the integration settings between Hubspot and Gmail, but I didn't find anything unusual. Is there any specific adjustment I need to make to ensure that all lead replies are also forwarded to my Gmail?

Thank you in advance for your help!

[TomM2 · Accepted solution]

Hey @JoaotiBatista  this is very strange, since HubSpot sales emails uses your gmail inbox to send and manage all the mail. It's not sent or received from HubSpot's mail servers like a marketing email would be. 

This would lead me to believe there's something on your gmail instance that's not displaying these messages. Are there any filters in your inbox? If you search for the emails in gmail can you find them? 

[DianaGomez · Accepted solution]

Hi @JoaotiBatista, 

Thank you for reaching out to the Community, I hope you are having a great day 🙂

I would like to clarify that Hubspot acts as an intermediary in the email-sending process. We collect all necessary email details and transmit them to the email host, such as Gmail, for delivery. When emails are sent, your email host processes and delivers them to your Gmail inbox, which is then forwarded to Hubspot. As a 3rd party in the email process, we do not have control over your email host servers. For assistance with email reception inquiries, I recommend contacting Gmail support.

Thank you!

Diana

[DianaGomez · Accepted solution]

Hi @JoaotiBatista, 

Thank you for reaching out to the Community, I hope you are having a great day 🙂

I would like to clarify that Hubspot acts as an intermediary in the email-sending process. We collect all necessary email details and transmit them to the email host, such as Gmail, for delivery. When emails are sent, your email host processes and delivers them to your Gmail inbox, which is then forwarded to Hubspot. As a 3rd party in the email process, we do not have control over your email host servers. For assistance with email reception inquiries, I recommend contacting Gmail support.

Thank you!

Diana

[JoaotiBatista]

Hello @DianaGomez,

Thank you for responding to my post. I hope you are well.

I have identified the reason for not receiving the email in the Gmail inbox. It is a marketing email reply that was sent directly by Hubspot, so this reply was directed only to Hubspot and not to Gmail.

Thank you for your support.
João Batista.

[TomM2 · Accepted solution]

Hey @JoaotiBatista  this is very strange, since HubSpot sales emails uses your gmail inbox to send and manage all the mail. It's not sent or received from HubSpot's mail servers like a marketing email would be. 

This would lead me to believe there's something on your gmail instance that's not displaying these messages. Are there any filters in your inbox? If you search for the emails in gmail can you find them? 

[JoaotiBatista · Accepted solution]

Hello @TomM2,

Thank you for responding to my post. I hope you are well.

I have identified the reason for not receiving the email in the Gmail inbox. It is a marketing email reply that was sent directly by Hubspot, so this reply was directed only to Hubspot and not to Gmail.

Thank you for your support.
João Batista.