Email Sync Details

You have the following options to connect your Gmail or Outlook365 email account to our Email sync:

• Full (two-way) Email sync
• Send and Save manually

In case you don't have an email account hosted by Gmail or Outlook365, we suggest taking a look at our Email Capture Address.

Once you connect your Gmail/Outlook365 email account to OnePageCRM for the email sync, or forward emails to your Email Capture Address, you will locate any emails saved in the CRM under the following areas:

The Email page is the best place to view all emails stored within OnePageCRM. Here you have the option to filter emails by:

• Team member
• Tags and pre-saved filter
• Incoming
• Open Tracking
• All Email
• Sent
• Quotes
• Drafts

When you open an email on the Email page, you'll be able to see the list of all contacts that are included in the To and CC fields of the email. This allows you to see which contact has that email stored in their contact activity timeline. If you see the store email message icon then the email has been stored against the contact. 

If you have contacts with the same email address in OnePageCRM, the system will automatically store the email against the first contact created. However, you have the option to store the email against the other contact too, if required. To do this, click on the store email icon. 

Note: You also have the option to move an email from one contact to another. This will remove the email from the original contact and reassign it to a new contact.

When emails are sent from OnePageCRM and are synced to OnePageCRM, they will be stored under the activity timeline of the contacts associated with the email.

For example, if you send an email to one contact and Cc other contacts who also exist in your account, these emails will be logged under all contacts' activity timelines. 

Note: If you Bcc another contact, the email will not be stored under the Bcc'd contacts activity timelines.

The Activity Page gives you a summary of all your sales team's activities in your account including all incoming and outgoing emails. Click on More → Activity → select the Emails tab to view all emails.

Here you have the option to filter emails by:

• Team member
• Tags and pre-saved filters
• Timeframe

If you forward an email using your Email Capture Address and the email is not associated with any contact in OnePageCRM, the email will be logged in your Notifications area (bell icon) under Unassigned Emails.

By clicking on the Unassigned Emails link you can:

• Assign an email to an existing contact by clicking on the Search contacts bar → select the preferred contact → Assign.
• Assign an email to a new contact by clicking Create new contact. 
• Delete unassigned emails by clicking Delete.

If emails are not logged under your contacts' profile in OnePageCRM, this can be caused by a number of reasons and would depend on the connection type you chose for the Email Sync. 

If you have connected your Gmail or Outlook365 email account to our Full (two-way) email sync, all emails to/from CRM contacts will be automatically stored in your OnePageCRM account.

In case you are missing some emails, possible reasons could be:

• Your contact does not exist yet in OnePageCRM.
• Your existing contact used a different email address which is not in OnePageCRM to reply to you.
• You just sent/received the email. It may take some time to display the email.
• You moved, archived, or deleted the email message from your email account.

When connected to the Send and Save Manually email sync, emails will not automatically be stored in the CRM.

To ensure emails are being stored in the CRM, please do the following:

• Send emails from the CRM directly to your contacts.
• When sending emails to your contact via your own email client, include the Email Capture Address in the Bcc field.
• Forward emails from your email client to the CRM using the Email Capture Address.

As we connect to a third-party server, where your email account is located, we can encounter restrictions or connectivity issues that may lead to disruptions in the synchronization process between your email client and OnePageCRM.

The Status gives you an overview of the following:

• Email Sync Status - Displays the status for your own email sync.
• Email - The email connected to the Email sync.
• Since - Date when the email sync was connected.
• Recent Activity (last 30 days)
  • Queued - Amount of emails that are being processed at this time.
  • Synced - Amount of emails that have been stored successfully with your contacts in the CRM.
  • Failed - Amount of emails that could not be stored with your contacts in the CRM.

The user connection status gives you an overview of all users within the CRM and their status of the Email Sync.

• All OK - Sync is successfully running. No action is required.
• Not Connected - The user has not yet connected to the Email Sync.
• Error - Error while syncing. Wait. (Most sync and connection failures are temporary, but if this persists, contact support.

If you connected your Gmail or Outlook/Office 365 account to OnePageCRM and an email fails to send, you will get an email to notify you. The reason an email fails to send may be caused by an authentication error sent by the email client.

We recommend the following steps:

Adding emails to the excluded list will ensure that correspondence to/from contact email addresses that exist in the CRM will not be logged in OnePageCRM. 

There are 3 ways to add an email to the Excluded email list:

• Email Page
• Email Settings Page
• Contact Page

Go to the Email page → on the left-hand side menu select Excluded Emails.

In the pop-up window type the email address you wish to exclude → hit Add.

Go to your User/Profile icon (in the top right-hand corner) → Apps and Integrations → select Email → Excluded Emails tab.

Type the email address you wish to exclude in the textbox → hit Add.

Open the contact you wish to exclude from the Email Sync → click on the Email Sync icon → Toggle the switch to OFF for the Email Sync for this contact.

There are 3 options to add emails to the excluded email list:

• Email Page
• Email Settings Page
• Contact Page

Go to the Email page → on the left-hand side menu select Excluded Emails.

In the pop-up window hover over the email address you wish to remove → click on the bin icon.

Go to your User/Profile icon (in the top right-hand corner) → Apps and Integrations → select Email → Excluded Emails tab.

Hover over the email address you wish to remove → click on the bin icon.

Open the contact you wish to exclude from the Email Sync → click on the Email Sync icon → Toggle the switch to ON for the Email Sync for this contact.

In OnePageCRM, if you have selected Apply "OnePageCRM" label, any emails to/from contacts that are synced to OnePageCRM will receive this label in your own email client. 

To apply this label click on your User/Profile icon → Apps and Integration → under Communication Apps select Email → in the Configuration tab scroll down to Apply "OnePageCRM" label in Gmail/Outlook365 to each synced email.

Note: Manually removing this label from your own email client will not delete it from OnePageCRM.

If you delete emails from your own Gmail or Outlook 365 account, these emails will not be deleted from OnePageCRM. If you wish to delete them from inside OnePageCRM you must do it manually on your Email Page or Contact Page.

Navigate to the Email Page → hover over the email you wish to delete → click on the bin icon (right-hand-side).

Open the contact → scroll down to the Contact Activity Timeline → open the Email tab → click on the bin icon (right-hand-side).