HubSpot Email Integration Not Working? Troubleshooting Tips & Solutions

Integrating your email with HubSpot is crucial for effective CRM and sales automation. But what happens when things don't work as expected? Recently, a HubSpot user ran into a snag with their IMAP integration, specifically with Fastmail, and their emails weren't showing up in HubSpot. Let’s break down the issue and explore some solutions discussed in the HubSpot Community, along with some extra tips.

Understanding the Default Email Logging Behavior in HubSpot

By default, HubSpot doesn't automatically log every email. As one respondent pointed out, HubSpot primarily logs emails that are replies to emails sent from within HubSpot, or those sent using a sales extension. This is to prevent your CRM from getting cluttered with irrelevant emails. However, this default behavior might not be ideal for everyone.

Adjusting Email Logging Rules

Fortunately, HubSpot allows you to customize these rules. You can adjust your settings to also log incoming emails. To do this, navigate to your HubSpot settings and look for the email integration options. From there, you should be able to manage your contact email logging rules.

The Case of the Missing "Log" Checkbox

The original poster highlighted a common problem: the "Log" checkbox, which is supposed to appear when using the sales email extension, wasn't visible in their Fastmail setup. This checkbox is essential for manually logging emails sent from your personal email client. It seems the extension is primarily designed for Gmail and Outlook, leaving users of other email providers in a bind.

Workarounds and Alternative Solutions

So, what can you do if you're not using Gmail or Outlook and the "Log" checkbox is missing?

• Manual Logging: One workaround, as discovered by the original poster, is to manually add contacts to HubSpot and then email them from your personal email client. While the email will be logged, it might not be tracked automatically.
• Explore Third-Party Integrations: Look into third-party integrations or apps that might offer better support for your specific email provider (like Fastmail). The HubSpot Marketplace is a great place to start.
• Use the BCC Address: HubSpot provides a unique BCC address that you can use to log emails to contacts. BCCing this address on any email you send will automatically log the email in HubSpot against the relevant contact record.

Addressing Tracking Issues

Even when emails are logged, tracking might not always be enabled. Tracking allows you to see when a contact opens your email or clicks on a link. Here’s how to ensure tracking is turned on:

1. Check Your HubSpot Settings: Go to Settings > Tracking & Analytics > Email Tracking. Ensure that the “Track opens and clicks” option is enabled.
2. Install HubSpot Sales Extension: Make sure you have the HubSpot Sales extension installed in your browser. This extension adds tracking capabilities to your email client.
3. Verify Tracking Pixel: When you send an email, a small tracking pixel is embedded in the message. If the recipient's email client blocks images by default, tracking might not work. Encourage recipients to enable images for reliable tracking.

Logging Emails to Individuals Not Already in the CRM

A key question raised was how to log emails to people who aren't yet in your CRM. Here are a few approaches:

• Add the Contact First: The most straightforward method is to add the contact to HubSpot before sending the email.
• Use the BCC Address: As mentioned earlier, using the HubSpot BCC address will create a new contact record if one doesn't already exist.

ESHOPMAN Team Comment

This HubSpot Community discussion highlights a common pain point: email integration isn't always seamless, especially with less common email providers. The default logging behavior in HubSpot can be restrictive, but thankfully, there are ways to customize it. For e-commerce businesses using ESHOPMAN, ensuring all customer communications are logged is critical for order management and customer support. We recommend exploring third-party integrations if the native HubSpot tools don't fully meet your needs.

Ultimately, integrating your email effectively with HubSpot requires understanding the default settings, knowing how to adjust them, and exploring alternative solutions when things don't quite work as expected. By following these tips, you can ensure that your email communications are properly logged and tracked in HubSpot, giving you a complete view of your customer interactions.