Sales Email

JJackson60
Member

Restoring email logging settings

SOLVE

I no longer see my hub link automatically appear in Bcc when I open a new email in Outlook, and incoming emails are not being logged to contacts.

I can manually add the hub link to a new email by clicking on the HubSpot add-in icon in the Outlook toolbar, but I have to do this with every email I send and it is easy to forget this.

How can I restore my settings so it works as it used to?

Please note, I'm not a techy person so will need instructions that are simple to follow.

Thanks to anyone who can help me!

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1 Accepted solution
JJackson60
Solution
Member

Restoring email logging settings

SOLVE

Hello Trevor

None of the suggestions proposed has entirely solved the issue, but they have all helped me equally to find a workaround to it.

I found that pinning the HubSpot add-in icon in Outlook automatically adds the hub link to Bcc. For incoming mail, I painstakingly went through each email since the problem began and manually linked it to HubSpot. Thinking I might have to do this with every incoming email, I was pleasantly surprised to find that an email just received has appeared under the HubSpot contact activities.

Because I followed everyone's advice, I'm not sure whose advice did the trick, but thanks to everyone!

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11 Replies 11
MScaramastra
Contributor

Restoring email logging settings

SOLVE

I had a similar issue with a customer this week on o365 the web based version. HS app would not pin using any normal means. The way I solved it was a right click to the HS app when you open apps from a new message. You can right click and pin it from there. This seems to be working. HS needs to catch up to MS. The documentation about this is non existent, and the KB about the add ins are wildly innaccurate.

 

0 Upvotes
MScaramastra
Contributor

Restoring email logging settings

SOLVE

Also, switch to 'classic ribbon' by using the teeny tiny drop down carrot on the far far right side of your window when o365 is open. This will allow the icon to show, otherwise it's hidden. Another MS nugget that has not found its way into HS KB.

 

0 Upvotes
JJackson60
Member

Restoring email logging settings

SOLVE

Thanks @MScaramastra 

I'm on classic ribbon already. I have found that if I open a new email and pin the HubSpot add-in, when I open another new email and add a HubSpot contact's email under 'To', the hub link appears in Bcc. However, that still doesn't resolve the issue of incoming emails. Oh, HubSpot! What have you done?

0 Upvotes
MScaramastra
Contributor

Restoring email logging settings

SOLVE

Gotcha. I think these are MS updates that are jacking up the HS add in performance. 

0 Upvotes
JJackson60
Member

Restoring email logging settings

SOLVE

 As to your comment about New Outlook, I did swap to that but reverted to the previous version as I preferred the appearance. Do HubSpot plan to eventually support New Outlook and if not, what is the outlook (pun, sorry) for HubSpot users when the old Outlook is invariably discontinued?

0 Upvotes
trevordjones
Recognized Expert | Diamond Partner
Recognized Expert | Diamond Partner

Restoring email logging settings

SOLVE

Hi @JJackson60 ,

 

The issue is that Microsoft has changed things in the New Outlook in such a way that HubSpot can no longer provide the functionality, so no, I'm afraid development has ended for this extension, although it remains supported for the time being.  Your best bet moving forward is the Office 365 Integration.

- Trevor
If my post solves your problem, please accept it as a solution.

0 Upvotes
JJackson60
Solution
Member

Restoring email logging settings

SOLVE

Hello Trevor

None of the suggestions proposed has entirely solved the issue, but they have all helped me equally to find a workaround to it.

I found that pinning the HubSpot add-in icon in Outlook automatically adds the hub link to Bcc. For incoming mail, I painstakingly went through each email since the problem began and manually linked it to HubSpot. Thinking I might have to do this with every incoming email, I was pleasantly surprised to find that an email just received has appeared under the HubSpot contact activities.

Because I followed everyone's advice, I'm not sure whose advice did the trick, but thanks to everyone!

0 Upvotes
JJackson60
Member

Restoring email logging settings

SOLVE

 I have clicked on the icon again and this time the tab name is User Preferences | HubSpot and the opened 'sub-tab' is Profile. One sub-tab is Email; is that where I should be?

0 Upvotes
JJackson60
Member

Restoring email logging settings

SOLVE

Hello @trevordjones 

I have clicked on the settings icon but can't see an email tracking option. The tab name is 'Contact Settings' - is this correct?

0 Upvotes
trevordjones
Recognized Expert | Diamond Partner
Recognized Expert | Diamond Partner

Restoring email logging settings

SOLVE

Hi @JJackson60 ,

 

Here is a link to the HubSpot help article that goes through this step-by-step.  Unfortunately I don't have a Outlook Desktop client here to take screenshots for you.

 

 

- Trevor
If my post solves your problem, please accept it as a solution.

0 Upvotes
trevordjones
Recognized Expert | Diamond Partner
Recognized Expert | Diamond Partner

Restoring email logging settings

SOLVE

Hi @JJackson60 ,

 

If you are using the Outlook Desktop Extension:

 

  • Click the HubSpot Sales tab.
  • Click the settings (gear) icon.
  • Select email tracking.
  • Check the log email checkbox.
  • Save changes.

Hopefully you have not recently upgraded to the New Outlook, which is unfortunately no longer supported by HubSpot.  

 

 

- Trevor
If my post solves your problem, please accept it as a solution.

0 Upvotes