Sales Email

MCochrane
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Email sent from Outlook (with extension added) to multiple recipients. The recipients are on Hubspot and linked to both the Company and the Deal. The BCC is completed with the Hubspot link however, the email does not show anywhere on Hubspot?

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TomM2
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Thought Leader | Platinum Partner
Thought Leader | Platinum Partner

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Hi @MCochrane there are a number of things that might cause the email not to appear on the contact record. 

The first thing to check is when looking at the activity tab within your contact record, have you ensured "CRM emails" is checks on the filter settings at the top? 

If so, there's a number of troubleshooting steps to take on this guide

Tom Mahon
Technical Consultant | Solutions Engineer | Community Champion
Baskey Digitial

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2 Replies 2
TomM2
Solution
Thought Leader | Platinum Partner
Thought Leader | Platinum Partner

Not tracking

SOLVE

Hi @MCochrane there are a number of things that might cause the email not to appear on the contact record. 

The first thing to check is when looking at the activity tab within your contact record, have you ensured "CRM emails" is checks on the filter settings at the top? 

If so, there's a number of troubleshooting steps to take on this guide

Tom Mahon
Technical Consultant | Solutions Engineer | Community Champion
Baskey Digitial

Book a consultation

Did my post help answer your query? Help the community (and me) by marking it as a solution.


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sanjeevmansotra
Member

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Hello my name is Sanjeev Mansotra. If the email sent from Outlook with the HubSpot extension isn't appearing in HubSpot, despite BCC'ing the HubSpot tracking email, there could be a few reasons behind the issue. Here are some possible causes and troubleshooting steps:

1. HubSpot BCC Address Not Recognized
Ensure the correct HubSpot BCC address (something like yourportalid@bcc.hubspot.com) was used. Double-check if the BCC address is accurate and linked to the right HubSpot account.
2. HubSpot Extension Issues
If you're using the HubSpot Sales extension for Outlook, ensure that it’s properly installed and enabled. Sometimes the plugin may fail to sync emails if it's disabled or outdated.
Reinstall or Update the HubSpot Extension if needed, to ensure proper functionality.
3. Recipients Not Associated Properly with Deals or Companies
For the email to appear on HubSpot under the Company or Deal, the recipients must be associated with these records.
Check Contact Associations: Make sure the email addresses are correctly associated with the relevant companies and deals.
If the email was sent to multiple recipients, HubSpot might log it under the contact and not show it under the company or deal unless manually associated.
4. Manual Logging
If the email doesn’t automatically appear, it might require manual logging. You can go to the email in Outlook, and click Log this email to HubSpot to manually trigger the logging process.
5. Email Logging Settings in HubSpot
Verify that your email logging settings in HubSpot are correctly configured. Go to Settings > Integrations > Email Integrations and make sure that emails are being logged for the correct contacts, companies, or deals.
6. HubSpot Email Filters
HubSpot has specific filters for email logging (e.g., blocking certain email domains, like @gmail.com). Ensure that none of the recipients' email domains are blocked in your HubSpot email logging settings.
7. HubSpot Email Throttling
HubSpot sometimes limits the number of emails that can be logged within a certain timeframe. If you’re sending many emails in a short period, it might delay or skip logging.
8. BCC Conflicts
In some cases, the use of both the HubSpot BCC address and other BCC recipients might cause conflicts in logging. Try sending the email again, but only BCC the HubSpot tracking address to rule out this possibility.
Next Steps:
Check HubSpot Activity Feed to see if the email was logged under the contact or elsewhere (other than the Company or Deal).
Review the Deal and Company records in HubSpot to ensure the recipients are correctly associated with them.
Try sending a test email to a contact associated with a Deal or Company and BCC the HubSpot tracking email to see if it logs correctly.
Let me know if you'd like more specific guidance based on your settings!