When you set up an email integration in Sell, the email messages from your external email account are synced with Sell and you’ll see those email messages in the Communications Center and also attached to relevant leads, contacts, and deals.
However, if you discover that some of the email messages are missing or have not synced with Sell, the following situations may apply.
This article covers the following topics
- First steps
- Email address has not been added to the lead or contact
- The email sender is on your blocklist
- Email not syncing due to permissions
- An email address is being used by more than one person
- An email message was deleted outside of Sell
- Email messages are not displayed in the activity feed
- Emails in subfolders not syncing
If you cannot find an email in your Sell account try the following options:
Search for the email address in the global search bar.
Searching across the entire account helps to catch duplicates. If you have an email address listed twice in your account, remove the duplicate as the email conversation will only appear in one location.
Check the “To” and “From” recipient information.
First, verify that the spelling of the email address is correct. Next, verify that you are using the email address that was integrated into your Sell settings, to send the email. If you ask the Zendesk customer support team to help troubleshoot this issue, they will also ask you for this information.
Email address has not been added to the lead or contact
When a lead or contact’s profile contains an email address and the email messages synced from your external email account contain that same address, then their email messages will appear in Sell. If they don’t appear, check to make sure that their email address has been added to their profile. If their email address is included in their profile, check to see if the missing email messages contain the same email address that is in their profile. If not, the missing email messages may be in the Untracked Emails tab in the Communication Center (see Adding an untracked email address as a lead or contact).
Another way to handle multiple email addresses for a lead or contact is to create a custom field for the alternate email address. For example, if you create a custom field called Email2 you can use it to store the additional email address. If the custom field type is set to Email, it is tracked in Sell (see Creating and managing custom fields).
The email sender is on your blocklist
The blocklist feature in Sell allows you to prevent Sell from tracking email conversations with specific leads and contacts. Check to see if the email sender has been added to the blocklist. If so, you can unblock their email messages and they will appear in Sell as expected (see Blocklisting leads and contacts to prevent tracking of email conversations).
Email not syncing due to permissions
If you don't have permission to see specific leads or contacts, the emails for those leads and contacts will not sync. To resolve this you must ask the owner of those leads and contacts to grant you permission.
An email address is being used by more than one person
If more than one lead or contact share the same email address, email messages will not sync to both records. Sell only syncs email messages to the first record that was created.
You can check to see if there are duplicated email addresses by searching for the email address using global search (see Searching the data in your Sell account). All leads or contacts that have the same email address in their profile will be listed in the search results.
An email message was deleted outside of Sell
The Sell email integration mirrors your external email account, meaning that if an email is deleted on your email server, then it will also be deleted in Sell.
If you can’t find an email in Sell, check your external email client to see if it was deleted there.
Email messages are not displayed in the activity feed
On a lead, contact, or deal card, you can filter what is displayed in the activity feed. If your email messages are not displayed, it may be because the Emails activity type has been deselected.
Emails in subfolders not syncing
Emails stored in subfolders will not sync as Sell only synchronizes the inbox and outbox folders.
For the point "An email address is being used by more than one person", how can I tell immediately which card was the 1st one created or I have to check one by one?
Hello Ted, one of the workarounds I'd suggest is to:
- open Smart List of leads or/and contacts, use Table view (right top corner to switch views)
- add a "Days since last communication" column to the list
- use the search option on the Smart List to lookup the name of interest
- the one you're looking for should have some communication visible in the "Days since last communication column"
Wondering if you can help me understand this better:
I ask because I've attempted to test a few scenarios and am getting mixed results. We are using Microsoft Outlook.
Scenario 1: I am a CC on an email sent to a contact. In Outlook I open and read the email and immediately delete it (the email now in "deleted items" folder). In SELL, the email is not synced (not present) in the contact record (when I view it).
I then go to the deleted items folder, move the email back to the inbox and mark it unread. Re-open the email, then move it to a contact folder. In SELL, the email is synced in the contact record (when I view it).
Scenario 2: A few months back I had an exchange (via Outlook) with one of my contacts. In SELL I found one of the emails I had sent, and targeted it as a "delete" test... I then went back through my "Sent Email" in Outlook, found the email and deleted it (moved it to the deleted items folder). In SELL, the email is still synched to the contact record.
I love the email synching, just want to make sure we aren't inadvertently creating situations where those message are "wiped" from SELL, while also avoiding the need to "convert" every important email into a note.
Appreciate any input on this, how we might approach it, what else we could be doing, etc. as I'm working to instill "best practices" across our team.
thank you for sharing with us those scenarios. By definition, we don't sync deleted mailboxes. When it comes to the second scenario, the time for sync might be extended, and there was a lag - it could be a reason for email visibility in Sell. Are you constantly seeing this e-mail in Sell?
Zendesk doesn't show the replies i get from client.
If I manually forward to the @getbase then they show - any one knows what we are missing?
Anders Hauerholt please use the option Get Help in the product, describe the situation including what email provider you use, and when the issue has started, and we will investigate what is going on.
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