HubSpot Questions & Answers (Follow-Up Log)

Questions raised by the team during and after the HubSpot roll-out, with the answer or workaround and the current status.

HubSpot

If you make a call and the other side is occupied, I cannot hear it ringing. Or I make a call and it was not ringing, but the other side can hear me, and I don’t hear any noise/ringing/etc.

• Employee: Francesco
• Importance: High
• Solution: Please make a phone call through the app on your phone. The calling feature in the web application has some bugs. If you'd like, we can check your settings together to resolve the issue. For the next phase, I will send a ticket to HubSpot Support for this issue. IT mentioned that they have changed some settings. Needs to double-check with Sales.
• Status: Resolved

How can I make the options under lead stages more visible and clearer?

• Employee: Francesco
• Importance: Medium
• Solution: The emojies are added to the name of each stages to make them more clear.
• Status: Resolved

How can sales reps enroll or unenroll multiple contacts in a sequence at once?

• Employee: Didier
• Importance: High
• Status: New/Open

If a company has several branches (some operating worldwide, others within one country), should we create a parent company and link the branches under it, or is it better to manage them separately?

• Employee: Felix
• Importance: High
• Solution: If you open a company page in HubSpot (this will be the parent company), on the right side of the page, you will see the 'Companies' section. Above that section, there is an 'Add' button. By clicking 'Add', you can link any company (this will be the child company) to the parent company, establishing the relationship between them.
• Status: Resolved

Can a company have two owners? This is important because two sales reps work with the same distributor in countries like Germany.

• Employee: Francesco
• Importance: High
• Solution: Yes, there is a field called "Secondry contact Owner" or "Secondry Company Owner "
• Status: Resolved

How to create a view only permission set? they can not open the leads and see more information.

• Employee: Asma
• Importance: High
• Solution: A view only permission set has been created for the viewer people.Need to be check if it works.They can not open the leads. For viewing more information on the lead part, user should have the sales seat.
• Status: Resolved

Some of Didier's leads were marked as "hot," which automatically created several deals. Didier mentioned that some of these should not be deals, so I removed them. My question: How can we move a deal back to a lead if someone wants to keep it as a lead instead of removing them?

• Employee: Didier
• Importance: High
• Solution: If you open CRM > Contacts > Advanced Filters > Lead Temperature = Known, and Contact Owner = Your Name, then close the filter, you will see all the Cold, Hot, and Warm leads.
• Status: Resolved

Assigning Leads & Opportunities in Countries with Two Sales Reps (Germany, Switzerland, Belgium)

• Employee: All
• Importance: High
• Solution: Whenever a person fills out a form, the Belgium, Germany, or Switzerland team will receive an email, and they need to assign the lead to themselves manually.
• Status: Resolved

Is there a way to simplify the layout or improve navigation?

• Employee: All
• Importance: Medium
• Solution: Yes, there is. I have worked on the layouts of the contact and company pages. There, you can see fewer details, but the most important information is highlighted. This is the first step. I will continue working on the layouts of the lead and deal pages as well. I keep status it as in progress. Please share your feedback and ideas with me regarding changes.
• Status: In Progress

How to change my signature?

• Employee: Aline
• Importance: Medium
• Solution: Profile & Preferences > Email > Manage Email Signatures. Edit or add your signature and then save it.
• Status: Resolved

How to send an email to more than 1 person at once? Now I have to copy etc, can I just select the contacts and add them all in the same email?

• Employee: Aline
• Importance: High
• Solution: This is only possible with sales sequences, where you can set up the same email and send it to multiple people, like the ISE sequence we created before. However, sequences are most useful when you want to follow up with recipients automatically.
• Status: Closed

If I send an email from outlook it is automatically tracked by HubSpot through the BCC. How does it track email send via mobile phone?

• Employee: Felix
• Importance: Medium
• Solution: If you have connected your outlook and email address to the HubSpot and you send email via the outlook app in your phone, it should be tracked normally in the HubSpot. But if you send it via other apps like Apple Email app you need to enter the BCC address of HubSpot manually whenever you recieve or opt to send an email. Here you can find the BCC HubSpot address: Settings (⚙️) > Data Management > Objects>Activity >Email Log & Track > Manual Logging
• Status: Resolved

Revise the lead follow up email which is being sent to the sales reps, It does not contain necessary information and does not have the right structure if we want to send a reply of that email to the customer

• Employee: Felix
• Importance: Medium
• Solution: The new version is implemented

Could we delete the URL & phone number under "about this company" (since its already shown in the header) to have a more cleaner structure/view?

• Employee: Felix
• Importance: Low
• Solution: It is done. You can check it out.
• Status: Resolved

How can I log an email to Hubspot? E.G.: Conference@ sends an mail to customer with me in cc and I would like to see this email also in Hubspot.

• Employee: Felix
• Importance: Low
• Solution: Settings (⚙️) > Data Management > Objects > Activity > Email Log & Track > Manual Logging > Copy the Forwarding Address. Then, forward the email to the copied address. The email will be logged in HubSpot under the associated contact's record.
• Status: Resolved

Why can't the sales rep change the lead's name? They all have edit permissions.=> Business Developer Access

• Employee: Felix
• Importance: High
• Solution: Please open sales section in the HubSpot. Then select the "Lead" section. Click on the lead name, then under "About this lead," you can view and edit the lead's name... Please note that after a lead has moved to Qualified or Disqualified, only a Super Admin can edit the lead stage.
• Status: Resolved

Possibility of recording the meeting and having the summary of what has been discussed but with considering GDPR

• Employee: Asma
• Importance: Medium
• Solution: Requires consent from all parties which is dificult to get. Now it is not active.
• Status: Closed

Not receiving Notification for new Tasks set by team members?

• Employee: Felix
• Importance: High
• Solution: Please check your notification settings by following the instructions below: The recipient should verify that task notifications are enabled: Go to HubSpot Settings (⚙️) > Notifications. Under Email & Desktop, navigate to Tasks. Ensure that all alerts and notifications are turned on.
• Status: Resolved

Incoming email not tracked by Hubspot?

• Employee: Felix
• Importance: Low
• Solution: For emails that are not tracked in HubSpot, please forward them to the address below. Settings (⚙️) > Data Management > Objects > Activity > Email Log & Track > Manual Logging > Copy the Forwarding Address. Then, forward the email to the copied address. The email will be logged in HubSpot under the associated contact's record.
• Status: Resolved

How to save a view in HubSpot

• Employee: Franky
• Importance: Medium
• Solution: In your view, click on "Add View". On the opened page, click "Create New View", then name your view and set it to private. Once the view is created, you can apply filters to display specific information from your list.
• Status: Resolved

Can we identify the Televic Ambassadors for Distributors?

• Employee: Didier R
• Importance: Medium
• Solution: This can be done by persona
• Status: New/Open

Shouldn't we add persona for distributors like Purchasing - Finance - Operations. Might be interesting in the future for specific communication

• Employee: Didier R
• Importance: Low
• Solution: There is a persona field at the contact level in HubSpot that needs to be edited. This is about the distributors.... Distibutor type and persona
• Status: New/Open

How to deal with general group email boxes of customers? support@ purchasing@ ...

• Employee: Didier R
• Importance: Low
• Solution: What do you do with this emails? Do you receive any email from these email addresse? Create a contact record with the group email (e.g., support@customer.com). Associate this contact with the relevant company. This ensures emails sent to or from that group email are logged and tracked.
• Status: New/Open

Provide guidlines on how deal with persons moving to other company. How should this be handled?

• Employee: Didier R
• Importance: Low
• Solution: Keep that contact as it is and create a new contact with a new email address.
• Status: New/Open

Definition document of life cycle stages and flows

• Employee: Didier R
• Importance: Medium
• Solution: This will be done during the Hubspot Knowledge base project
• Status: New/Open

How to get LinkedIn contacts in Hubspot?

• Employee: Didier R
• Importance: Low
• Solution: LinkdIn integration with HubsPot is listed on the futuer projects
• Status: New/Open

Get the account info from FlowSparks training module into HubSpot

• Employee: Didier R
• Importance: Low
• Solution: FlowSpark integration with HubsPot is listed on the futuer projects. Good info to see who is certified and has profassional skills
• Status: New/Open

Upload the info from current Thinkific platform?

• Employee: Didier R
• Importance: Low
• Solution: Training academy integration with HubsPot is listed on the futuer projects
• Status: New/Open

Possibility of seeing project (protection) list into Hubspot?

• Employee: Felix
• Importance: Medium
• Solution: We have discussed this with Joris and Tobit, and it will be adressed as a project after Q3.
• Status: New/Open

After a sales trip, what would be the best way to provide persons you met with a summary follow-up with some content, potentially ppt you shared, ... Could this be something that is setup in advance and linked to our digital cards? So if they scan they automatically get into Hubspot and receive the info

• Employee: Didier R
• Importance: Medium
• Solution: It is feasible. We can share a QR Code where our customer will fill out the form and their info will be transferred to the hubspot. Then, we can target and nurture them with any material.
• Status: New/Open

Logged Mails doesn’t show correctly at Deal / attachments are missing=> Wrong date and missing attachments

• Employee: Felix/Francesco
• Importance: High
• Solution: https://app-eu1.hubspot.com/contacts/8827856/record/0-1/241146065129 https://app-eu1.hubspot.com/contacts/8827856/record/0-1/293677117672

Is it possible to add a “city” field to Deals?

• Employee: Felix/Francesco
• Importance: Low
• Solution: You can now filter your deals by vertical, country, target account, and more.
• Status: Escalated

Currently all German Deals, Contacts and Companies are “owned” by Francesco à How to split between Francesco & Felix? Manually? XLS-Export?

• Employee: Felix/Francesco
• Importance: High
• Solution: I sent you the Excel file to manually edit the owner field.
• Status: New/Open

How should we manage ownership of contacts or companies (like: integrators or distributors) when more than one sales rep is involved?

• Employee: Asma
• Importance: High
• Solution: We manage this by assigning a secondary owner to the contact or company. This allows multiple sales reps to stay involved while maintaining clear ownership structure.
• Status: New/Open

How can I filter Deals based on the city / Region / Country of the associated End User company? Currently "My Deals" are 3 different Countries

• Employee: Felix
• Importance: High
• Solution: You can now filter your deals by vertical, country, target account, and more.

When I change the Lead stage to "Qualified" and therfore HubSpot creates a new Deal, why doesn't Hubspot show me the past Emails / Notes / Calls...(assigned to the Lead) at the Deal record?

• Employee: Felix
• Importance: Medium
• Solution: Why HubSpot does it this way (by design): HubSpot separates objects (contacts, companies, deals) for flexibility and clarity. It assumes that not all past communication may be relevant to the deal, so it leaves the decision up to the user. You can manually associate any activity from a contact or company with their related deals by following these steps: Go to the contact or company timeline, find the activity (email, call, note), click "Actions" > "Add to deal" to link it to the appropriate deal. The main advantage of this method is that only relevant activities will be associated with the deal. Get an example from Felix?? Auviso - Investment in new UNITE components (Rental)

Dashboard Sales: Filter "Germany only"? If filtered by Deal owner "Francesco & Felix" it also shows Felix' Deals of Austria & Switzerland

• Employee: Felix/Francesco
• Importance: High
• Solution: You can now filter your deals by vertical, country, target account, and more.
• Status: Escalated

Deals Amount: Stock Orders & Projects both have amounts and are both in the pipeline. This way the pipeline doesn't add up, since the project is only sold once and not twice.

• Employee: Felix/Francesco
• Importance: High
• Solution: I have a question for both of you what is the problem of this for stock order: The stock order should be included in the pipeline, but items fulfilled from existing stock should be separated from the actual deal value. Only the products that still need to be sold or ordered should be considered part of the active project in the pipeline : They do not have access to the ERP of distributor to see which item is taken from stock order or not. Also if they remove the stock order their sales performance is not shown in the pipeline. Flag the stock order or create a pipeline for stock orders => not a good solution as it increases the comlexity to mnage to pipeline.

Reminder: Export XLS of German Deals, Companies and Contacts, to split between Francesco & Felix?

• Employee: Felix/Francesco
• Importance: High
• Solution: The lists of contacts, companies, and deals from Germany have been sent to both of you. Please complete or validate the info as much as you can. Thanks. Yourupdated companies are imported to the HubSpot.

How to manage Televic distributors (France, US) from Hubspot as e-mail adresses with the same structure are not resulting in logging of e-mails

• Employee: Bart
• Importance: High
• Solution: We're currently investigating with the consultant and IT, and we have several potential solutions.
• Status: Postponed

Lead has no Amount / Deal has no Label "Consultant" (Associate Contacts). Should I leave the Lead until a Integrator is known (but then I don't see the €-Amount of the lead or should a create a new Deal, but then I can't label it as "Consultant") #ThüringerLandtag

• Employee: Felix
• Importance: Low
• Solution: A SQL/Lead doesn't have a price or amount because it only indicates interest, and it's unclear if there's an actual project yet. Once a project is confirmed, the lead is qualified and converted into a deal or opportunity. The consultant association label is then added to the deal.

Wrong Meetings and Mails automaticly in Deal? #xxxxx.LIT- Justiz Sachsen.Q4_2025

• Employee: Felix
• Importance: Medium
• Solution: I believe this happened because Julie scheduled a meeting with Mathias, and HubSpot automatically associated that meeting with all the attendees, including Mathias and his deal. As a result, the meeting was automatically logged to the deal from Outlook. If we remove this connection, future meetings will not be logged to any deals. By default, you just need to verify whether a meeting is relevant to a deal. If it’s not, you can simply remove the association.

I need to export my deals so i can send the pipleine to distribution to update. Saw the how to, but we don't have the export option shown in video. Can this be activated please - 14/05/2025

• Employee: Tim
• Importance: High
• Solution: Due to HubSpot’s current permission structure, we’re unable to grant export access for deals only. The "Export" permission applies to all CRM data, including contacts, companies, and tickets, which presents a security and data privacy concern. To ensure data protection, we’re not able to provide direct export access. However, I can send you the Deal list manually on a scheduled basis—e.g., at the beginning of each month or at another time that works best for you. Let me know your preferred timing.

Remove the signitures of ISE from emails as sales can not change their own signiture in Hubspot.

• Employee: Francesco
• Importance: High

Is it necessary for everyone to be able to see other sales reps' communication with their customers?

• Employee: Alicia
• Importance: Medium
• Solution: Now only team members and managers can

I can not send the lead email from conferece from hubspot to the customer as the internal emails are not logged to the hubspot

• Employee: Francesco
• Importance: High
• Solution: 3 possible solutions: 1. Send emails via Outlook and use BCC to log to HubSpot: You can send emails to the customer through Outlook and use the BCC address ( to ensure the email is logged to the correct contact or deal in HubSpot. This avoids logging internal communication. 2. Enable automatic email logging for specific users: W can enable email logging for specific team members who want all their emails—internal and external—to be logged to HubSpot. However, this approach is not scalable as it requires ongoing maintenance and may result in excessive internal emails being captured in the CRM. 3.Enable automatic logging for all Televic users, and sales reps will decide whether they want to log the email or not.

Marketing dashboard: Are there locations where customers can leave their email an just become a 'Lead'? In case nowhere, then why is 'email marketing' included in the sources that are generating MQL's?

• Employee: Julie
• Importance: High
• Solution: Yes, we have newsletter email subscription on the website where people can leave their email and receive the emails from Televic and they becom MQL by this action.

Marketing dashboard: 'Click on a CTA' is included in the definition of MQL, this would mean it also has to be included in the 'which action did the MQL take when they first converted' dashboard.

• Employee: Julie
• Importance: High
• Solution: In review

Options

In Progress

• Low: Medium

Pending

• Low: High

Resolved

Closed

Reopened

Deferred

Cancelled/Rejected

Escalated