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.

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: 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 4: 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.

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?
Currently, Vitally does not offer a manual sync option for individual emails. However, reconnecting integrations or updating traits may 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.