BluePoint HubSpot/Gmail Sync Bug

Overview

A critical bug is preventing new inbound contacts from syncing from Gmail to HubSpot for BluePoint ATM. The issue was surfaced during the October 2025 marketing sync and requires urgent investigation. Leads received via web inquiry are not appearing in HubSpot contacts, meaning they are falling through the CRM entirely.

This is a high-priority issue given that BluePoint is actively receiving inbound leads from Google Ads and SEO — the exact leads that need to be captured and nurtured.

Symptoms

• When Wade attempts to add a new prospect via the HubSpot sidebar in Gmail, the email field autofills incorrectly with email@bluepointatm.com (BluePoint's own domain) rather than the prospect's actual email address.
• All other fields must be filled in manually.
• When searching HubSpot contacts for the prospect (by name or email), no record is found — the contact was never created or synced.

Wade confirmed this during the call by searching for a specific inbound lead (a bank inquiry received the previous day) and finding no trace of the contact in HubSpot.

Impact

• Inbound leads are not being captured in the CRM.
• Sales follow-up depends on manual workarounds, creating risk of lost opportunities.
• The issue undermines the value of the HubSpot/Gmail integration that BluePoint relies on for contact management.

Suspected Cause

The autofill behavior (defaulting to the BluePoint domain email) suggests a misconfiguration in the HubSpot Gmail extension — possibly related to how the connected account or default contact association is set up. The root cause has not yet been diagnosed.

Resolution Steps

• [ ] Melissa to flag the issue to Mark Hope for investigation (assigned during the Oct 2025 call).
• [ ] Mark to diagnose the HubSpot/Gmail sidebar configuration and identify why new contacts are not syncing.
• [ ] Confirm whether the issue affects all users at BluePoint or only Wade's account.
• [ ] Verify HubSpot Gmail extension settings: connected account, contact creation defaults, and sync permissions.
• [ ] Test contact creation after fix to confirm sync is working end-to-end.

Related Context

• A HubSpot training session was scheduled for October 30 at 3:00 PM MT (all: Wade, Mike, Mark) — this may be an appropriate venue to also address the sync bug.
• CallRail is being evaluated for integration with HubSpot (for state-specific page call tracking); that integration should be confirmed as working correctly once the Gmail sync issue is resolved. See ^[1].

Source

Raised by Wade Zirkle in the ^[2] call (Oct 2025). Assigned to Melissa Cusumano to escalate to Mark Hope.