Mails Automatically logging

[EONeill1]

Hey HubSpot community!

We're having an issue with mails temprementally logging to our deals.

Over the past four weeks we have done four batches of sales outreach to leads, this involves sending mails from a non HubSpot user address with the HubSpot sales user CCd. 
Example
From: Euan@company1.com - Not a HubSpot user 
To: lead@company2.com - contact in HubSpot 
CC: salesperson@company3.com - HubSpot user

Before we send these mails, we import deals in HubSpot with associated contacts (the lead we've mailed) and associated companies.
In two of our four batches of outreach, these emails have automatically logged to the associated deals, companies and contacts. In the other two batches, the emails have had to been manually logged by the Sales person in the Gmail HubSpot integration. The process has not changed but the emails automatically logging has, can anyone advise on why this might happen? 

[karstenkoehler · Accepted solution]

Hi @EONeill1,

This depends on how exactly you send these emails – from HubSpot, from an email client with the sales extension, with the BCC or forwarding address etc. If you share more detail, I can elaborate.

If emails are sent from HubSpot, it depends on the object you're sending the email from: https://knowledge.hubspot.com/object-settings/configure-automatic-activity-associations

The HubSpot sales extension also has default logging / tracking settings which I'd recommend reviewing: https://knowledge.hubspot.com/connected-email/track-and-log-emails-with-the-hubspot-sales-chrome-ext...

If you're using the BCC address, there are requirements for this to work, including the sending user having to have personal email access, being a user in your account / connected personal email / connected alias etc: https://knowledge.hubspot.com/connected-email/log-email-in-your-crm-with-the-bcc-or-forwarding-addre... – if the user access was changed, that could also explain changed logging behavior.

Best regards

[karstenkoehler · Accepted solution]

Hi @EONeill1,

This depends on how exactly you send these emails – from HubSpot, from an email client with the sales extension, with the BCC or forwarding address etc. If you share more detail, I can elaborate.

If emails are sent from HubSpot, it depends on the object you're sending the email from: https://knowledge.hubspot.com/object-settings/configure-automatic-activity-associations

The HubSpot sales extension also has default logging / tracking settings which I'd recommend reviewing: https://knowledge.hubspot.com/connected-email/track-and-log-emails-with-the-hubspot-sales-chrome-ext...

If you're using the BCC address, there are requirements for this to work, including the sending user having to have personal email access, being a user in your account / connected personal email / connected alias etc: https://knowledge.hubspot.com/connected-email/log-email-in-your-crm-with-the-bcc-or-forwarding-addre... – if the user access was changed, that could also explain changed logging behavior.

Best regards

[EONeill1]

Hey Karsten, thank you so much for the response!

We send these mails in outlook from an address which is not a user in HubSpot, our individual Sales members are CCd which are users HubSpot with the sales extension in Gmail - when these mails do not automatically log, they have to manually do it with the Gmail Hubspot integration.
We have not used a BCC address in any of these mails. We ideally want these mails to automatically log to the deal, company and contact all the time.

I get this is a pretty niche scenario but it is hard to understand why they have logged sometimes and needed manual logging other times

[karstenkoehler · Accepted solution]

@EONeill1 from what you're describing, the emails are logged because of the recipient's email connection (as a team address ir a personal one with inbound logging enabled) in HubSpot, not the senders. This is not a reliable way to log emails and generally it is also expected behaviour that it wouldn't log all emails consistently, as it depends on the recipient and can't be guaranteed be the sender. What determines reliable logging is the sender connection and the correct association of a recipient's email domain with a company and associated records.

If you want to understand why logging has worked, you would have to investigate (and share here, if you'd like help) which email addresses are connected and how: https://knowledge.hubspot.com/connected-email/choose-an-inbox-connection

(It's hard to do this from a distance and without access to the affected portal.)