Logging of incoming Gmails

[JPairis]

Hi Community, 

I was wondering how you all fixed the following. 

We've connected HubSpot with Gmail in the Settings-General-Email. 
This enables sending emails with your Gmail as the Sender, user@org.com

But if the recipient replies to user@org.com it will end up in Gmail and not in HubSpot under the deal where we'd like to have it. 

In my prev. organisation we used Pipedrive and here it worked like a charm.

[JPairis]

Sorry, I will elaborate. 


Our ideal scenario would be that all of our customers would contact the generic Sales inbox (sales@org) connected to HubSpot for obvious reasons like holidays and sick leave.

Unfortunately, the majority of our clients choose to contact our agents directly on their individual work email (agentname@org). This did not end up in HubSpot and that was a problem. 


A fix for this was implemented by someone, and this fix was a Gmail Rule to forward almost everything to the Sales inbox. Unfortunately, this was a poor fix because this overloaded the inbox with junk.

Back to the now.

With the HubSpot plug-in we will potentially fix 1 part of the process. That is replies to agentname@org will be logged. 

Now we need to take that information and inform the agent about the new reply. Because they will/should not be in Gmail for their customer contact but in HubSpot. 

Also, we track progress and communication in a deal. So it would be perfect if the logging could not be on the contact but on the deal.

[karstenkoehler]

Hi @JPairis,

For email replies to log correctly, this requirements have to be met. Can you confirm that all of them are met?

https://knowledge.hubspot.com/email/log-email-replies-in-the-crm#requirements-for-a-reply-to-log

[JPairis]

Ah thanks @karstenkoehler , I was not aware that we needed a plugin.

With the plugin though, it logs the reply under a Contact and not under the deal. Do you know how to fix that? 

Also, we'd like our frontline not to work in Gmail. Do you have any good idea's on how to notify our agents on a new reply?
They'll be generally in the HubSpot conversations/inbox section, but these replies don't end up there

[karstenkoehler]

Hi @JPairis,

I'm not sure I'm following.

The inbox you connected under Settings > General > Email is your personal inbox. For replies to log, these requirements must be met: https://knowledge.hubspot.com/email/log-email-replies-in-the-crm#requirements-for-a-reply-to-log

The conversations inbox is something different. If they work from the inbox, new replies should show up at the top of the conversations inbox. Is that not the case?

[JPairis]

Sorry, I will elaborate. 


Our ideal scenario would be that all of our customers would contact the generic Sales inbox (sales@org) connected to HubSpot for obvious reasons like holidays and sick leave.

Unfortunately, the majority of our clients choose to contact our agents directly on their individual work email (agentname@org). This did not end up in HubSpot and that was a problem. 


A fix for this was implemented by someone, and this fix was a Gmail Rule to forward almost everything to the Sales inbox. Unfortunately, this was a poor fix because this overloaded the inbox with junk.

Back to the now.

With the HubSpot plug-in we will potentially fix 1 part of the process. That is replies to agentname@org will be logged. 

Now we need to take that information and inform the agent about the new reply. Because they will/should not be in Gmail for their customer contact but in HubSpot. 

Also, we track progress and communication in a deal. So it would be perfect if the logging could not be on the contact but on the deal.