Problem Description
A user reported that emails sent from their sales team do not appear in Vitally's Active Conversations section, despite the customer being a contact in their CRM.
Potential Reasons for the Issue
End User Record Creation Timing:
Emails will only sync to Active Conversations if the customer record exists in Vitally at the time the email is sent.Disconnected Email Accounts:
The sender’s email account may not be properly connected to Vitally or connected at all. The sender must give Vitally permission to sync their emails into Vitally.Integration Delays or Errors:
Sync issues between the CRM (e.g., Salesforce) or email platform (e.g., Gmail, Outlook) and Vitally may cause delays or omissions in email syncing.BCC-only recipients:
If the customer's email address only appeared in the BCC field of an email, whether it syncs depends on whether the sending provider includes BCC data in the mailbox payload. Gmail, for example, strips BCC from the stored copy in most cases. When BCC data is present, Vitally captures it — but if the provider omitted it, that email will not sync.Sender email matches a Vitally team member:
If the sender's email address exists in Vitally as both an end-user and a team member, Vitally treats the message as outbound/team-sent rather than an inbound customer reply. If that address is the only external participant in the thread, the message does not sync because no end-user participants remain.
Step-by-Step Solutions
Step 1: Confirm End User Record Creation Timing
Check if the customer record exists in Vitally:
Go to the customer’s page in Vitally
Verify that the record was created before the email was sent
If the record did not exist, this would be a reason as to why the email is not in Vitally
Step 2: Verify Email Account Connection
Ensure the sender’s email account is connected to Vitally:
Log in to Vitally and navigate to Settings > Integrations > Email Accounts
Confirm that the send's email account (e.g., Gmail, Outlook) is connected and properly synced
Reconnect the email account if it is disconnected or have the sender log in to give Vitally permission to sync their emails with tracked Users in Vitally
Step 3: Re-sync your recent emails
Go to Settings > My Profile > Email & Calendar Settings.
Select your connected Google or Outlook account.
Click Re-sync recent emails. This imports emails starting from two months ago and can be run once per day.
Check whether the missing email now appears in the conversation.
Step 4: Check CRM Integration
Ensure that the CRM integration is active:
Navigate to Settings > Integrations > find your CRM in Vitally.
Confirm the integration status and troubleshoot any errors.
Step 5: Provide the Missing Email for Investigation
Locate the original email in the sender’s inbox.
Download the email file:
For Gmail: Use the three-dot menu and select "Download message."
For Outlook: Use File > Save As to save the email as a file.
Share the email file with Vitally support to investigate why it did not sync.
Step 6: Check for team member/end-user email collision
If a reply is missing and the sender's email belongs to someone who is both a tracked User and a Vitally team member, this collision is the likely cause.
To confirm, check whether that email address exists on both a User record and a Vitally team member profile.
The fix is to test with a recipient email that has no Vitally team member record, or to ensure the person replying uses a different address from their team member account.
FAQ
1. Why don’t emails sent before the user record was created appear in Active Conversations?
Emails sync only after the customer record exists in Vitally. Emails sent prior to this will not backfill into the system.
2. Can I manually sync missing emails?
Yes. From your Email & Calendar Settings, you can trigger a re-sync of your recent emails. Select your connected Google or Outlook account and click Re-sync recent emails. This attempts to import all emails from the past two months and is limited to once per day. Reconnecting integrations or updating traits may also trigger a new sync.
3. How do I check if my email account is connected to Vitally?
If you're an Admin: go to Settings > Integrations > select the email integration in Vitally and confirm the status of your email integration. If you're not an admin and want to check your own connection, go to Settings > My Profile > Email & Calendar settings.
4. Can Vitally support recover missing emails?
We may be able to help. Providing the original email file can help Vitally support investigate and potentially resolve syncing issues.