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Email sync

Updated

Overview

Email sync connects your Microsoft 365 mailbox to CRM so that emails you send and receive are automatically matched to the right contacts and companies — giving your whole team visibility into the conversation history without anyone having to manually log emails.

Connecting Your Mailbox

  1. Go to Settings > Email Sync.
  2. Click Connect Mailbox.
  3. Sign in with your Microsoft 365 account when prompted.
  4. Approve the requested permissions:
    • Mail.ReadWrite — to read and sync your messages.
    • Mail.Send — to send on your behalf (used for future outbound features).
    • User.Read — to confirm your identity.
    • offline_access — to keep the connection active without asking you to log in again.
  5. CRM stores your connection securely and begins the first sync.

Each user connects their own mailbox individually. Your emails are not shared with other team members — they are matched to shared CRM records (contacts, companies, deals) so everyone can see the activity timeline.

What Gets Synced

CRM runs a delta sync every 15 minutes. It pulls only messages that are new or changed since the last sync — so it stays current without re-processing your entire inbox each time.

Synced emails appear on:

  • The contact timeline for any contact whose email address was in the From, To, or CC fields.
  • The company timeline if the email domain matches a company's domain in CRM.
  • The deal timeline if the contact is linked to an open deal.

Emails are matched two ways:

  • By email address — exact match to a contact's email in CRM.
  • By domain — the sender or recipient domain is matched to a company's domain field (for example, @acmecorp.com maps to the Acme Corp company record).

Free email domains (Gmail, Yahoo, Hotmail, and similar) are intentionally skipped for company matching to avoid false connections.

Viewing Email History on a Contact

  1. Open the contact record.
  2. Click the Timeline tab.
  3. Emails synced from your mailbox that involved this contact's email address appear alongside calls, meetings, and notes.

Each entry shows the subject line, direction (sent or received), and a preview of the message body.

Managing Your Mailbox Connection

To check sync status or disconnect your mailbox:

  1. Go to Settings > Email Sync.
  2. Your connected mailbox is listed with its last synced time, sync status, and a count of emails synced.
  3. If the status shows an error (such as "token expired"), click Connect Mailbox to run the Microsoft authorization flow again.
  4. To remove the connection, click Disconnect.

Frequently Asked Questions

My recent emails are not showing up on contact timelines. Why?

Sync runs every 15 minutes, so there may be a short delay. If emails are still missing after 30 minutes, check your mailbox status in Settings > Email Sync. A "token expired" or "sync error" status means the connection needs to be refreshed — click Connect Mailbox to re-authorize.

Does this sync emails from before I connected?

Yes. The first sync has no date floor — CRM reads Microsoft Graph's delta endpoint without a date filter, so messages that were already in the mailbox before you connected are imported too. There is no per-mailbox Sync From Date setting: nothing is configured at connection time beyond the Microsoft 365 account you approve, and the only cursor CRM stores is the Graph delta token it advances on each run.

Will my colleagues see all of my emails?

Only emails that match a CRM contact or company are synced and shown. They are visible to all team members with access to that contact or company record. Private emails that do not match any CRM records are never imported.

What if I have more than one Microsoft 365 account?

Each user account in CRM can connect one mailbox. If you manage multiple mailboxes, use the primary one you work from day to day.

My refresh token expired and the connection broke. How do I fix it?

Go to Settings > Email Sync and click Connect Mailbox. This starts a new authorization flow. This can happen if your Microsoft 365 password changed, your admin revoked the token, or the token was inactive for more than 90 days.

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