Customer Reply Logging in Hubspot but not making my gsuite inbox at all

[esargiacomo3]

Hello there!   Let's wee if someone can help here:

I've had Customer Reply this morning.  I actually realised becuase I had a hubspot app notification on my phone.   So, the customer reply logged correctly in Hubspot BUT that same reply never made my gsuite work email inbox.  I've filtered, I've gone into the first email I sent before the customer replied and I can't find her reply at all.   

I also checked whether she may have replied from a slightly different email address but there's not new contaxct created in hubspot nor does any email under her name or in the time frame she replied, appearing at all in my gsuite inbox.    For now I've cleared cache and cookies.   PLEASE HELP!  

[BérangèreL]

Hi @esargiacomo3,

Thank you for reaching out to the Community!
And thanks a lot for your help @tverdokhlib1 🙂

First, I'd like to ask clarifying questions:
The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

1. From where was the original email sent? HubSpot? Or Gmail?
2. Who sent the original email? Is it you or a colleague of yours?
3. If you sent it from HubSpot, was it from a personal email address (a sales email from a contact record for exemple) or a team email address (from the conversation inbox in HubSpot)?
4. I understand that the contact replied to the original email. The email is in HubSpot but not in Gmail. Was the reply made directly from the original email or was the subject edited?
5. Was the original email tracked and logged?
6. The reply was a reply to the same email address as the one that was used to send the email. Please correct me if that's not the case. For exemple: You (A'email address) wrote an original email to the contact (B'email address). B replied to the same A's email address? And you said that B replied with their usual email address, right?
7. Are you forwarding emails from your mail client to the inbox?
8. If this is the case, can you please check that you have added the forwarding address to your email provider's settings?

On this article, you'll find the requirements for a reply to log. But this is to log into HubSpot.

From what I understand here, it seems that there may be an issue with your email settings, since in HubSpot all is working fine?

I also wanted to invite a couple of subject matter experts to this conversation: Hi @Mike, @Jnix284 and @StjepanGrcic do you have suggestions to help @esargiacomo3, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you very much 🌟 and have a fantastic day!

Best,
Bérangère

[esargiacomo3]

Thanks Bérangère.

Here's my answers.

1. sent from my work email on gsuite/workspace

2. myslef from gsuite email

4. contact replied to the original email. The email is in HubSpot but not in Gmail.  Subject was not edited, nor did the customer reply from a different email address

5. Yep, tracked and logged

6. Correct.  see, point 4 above also.

7. Yes, I belive so.  when sending email from gmail, a hubspot bcc fwd address is alsways added automatically.

[Jnix284 · Accepted solution]

@esargiacomo3  if the email reply is visible in HubSpot but not Gmail, it's possible that Google has blocked it from appearing in your inbox.

Have you checked your spam folder in Gmail for the reply?

If it's there, you can allowlist the customer's sending domain in Google. You can do this by creating an address list.

[tverdokhlib1]

@esargiacomo3 Have you connected your Gmail to HubSpot correctly and turned on Log and Track Settings? You should also download the Gmail extension to your Gsuite in Chrome where these settings must be turned on. More info can be found in this article

[esargiacomo3]

Hi Anton.  Thanks, but of course I have.  if you read my description you'll notice some do work and one in partocular got lost.  probably indicating a bug or something.  very strange