Logging Email Replies in HubSpot

In this post, we explore the reasons why emails might not be logged in HubSpot and potential ways around this to ensure that your CRM is always up to date.

Logging Email Replies in HubSpot

There are a few ways to log email replies in HubSpot as outlined in a recent help article. However, there are a number of reasons why replies may not be logging in your HubSpot account:

  • The original email sent was sent but the ‘Log checkbox’ was not selected
  • The original email was sent from an email client that is not connected to your HubSpot account
  • The original email was sent to an email address or domain in your “Never Log” list
  • The original email was sent from an email address from a user in your account

So what can you do if a reply has not been logged?

Forward a copy of the reply to HubSpot

Assuming that you are able to identify which emails have not been logged, you can forward a copy of the reply to HubSpot using your forwarding address. Note however that this method only works if you are immediately aware that the reply has not been logged. This might be difficult if for example, the reply was sent to one of your colleagues and you were not aware that a reply was sent in the first place.

Use an automatic logging tool

To avoid any emails slipping through the cracks, you can also use an automatic logging tool like Threads that will automatically forward copies of any emails sent to or received from your Hubspot contacts. It will also capture outgoing emails where you might have forgotten to select the Log checkbox or emails sent to a generic shared email address such as sales@company.com.