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.

Where are emails stored in OnePageCRM?

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:


Email Page

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

Email Page

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. 

Email Page l Contacts in this message

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. 

Email Page l Contacts in this message l Add to contacts timeline

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.

Contact Activity Timeline

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.

Contact Page Activity Timeline

Activity Page

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 MoreActivity → select the Emails tab to view all emails.


Here you have the option to filter emails by:

Activity Page Emails tab

Unassigned Emails

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.

Unassigned Emails area

Why are some emails not stored in OnePageCRM?

Email Sync integration errors

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. 

Full (two-way) 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.
Send and Save Manually

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:

Check Email Sync Status

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.

1
To check the status of your email sync connection go to your User/Profile icon (top right-hand corner) → Apps and Integration → under Communication Apps select Email.

Apps and Integration Page

2
Under the Status tab you can find:
  • Status - Overview of your connection to the Email sync.
  • Error logs - Notifies you if there was any error syncing your emails.
  • User Connection Status - Overview of the Email Sync status of other users within the CRM.
  • Status tab

    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.

    Possible Error logs

    Error Log How to fix it?
    "Code error" Reach out to the Customer Success Team (support@onepagecrm.com)
    "Email API error" Reach out to your own Software Engineer/Developer
    "Inbox not found" Disconnect and Reconnect to the Email Sync
    "Email account not found" Disconnect and Reconnect to the Email Sync
    "2-way Sync disabled" Reach out to the Customer Success Team (support@onepagecrm.com)
    "Unknown error" Reach out to the Customer Success Team (support@onepagecrm.com)

    User Connection Status

    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.

    What to do if an email fails?

    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:

    1
    Check the Status tab on your Email Integration Page for any Error logs and follow the outlined steps.
    2
    Disconnect and reconnect your account again.

    Note: We recommend that you check the sent items folder in your Email Client to confirm 100% that the email has not been sent. If it hasn't, then you should resend it.


    Email privacy - How excluded emails work

    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. 

    Add an email to the Excluded emails list

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

    • Email Page
    • Email Settings Page
    • Contact Page
    Email 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.

    Add email address to excluded emails list on Email Page

    Email Settings Page

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


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

    Add email address to excluded emails list on Email Settings Page

    Contact Page

    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.

    Turn off email sync for individual contact on contact page

    Notes:

    • The Email Sync field will not appear in the Contact page form if there is no email address associated with this contact.
    • Emails associated with OnePageCRM users will be excluded automatically.
    • Email correspondence containing excluded contact email addresses will never be synced by OnePageCRM. However, there are two exceptions:

      1. If you send an email to a contact in the excluded list from OnePageCRM, this email will be stored in the CRM. 

      2. If a contact on the excluded list is CC'd in an email conversation sent to at least one contact who's not on the excluded list, this email conversation will be synced to OnePageCRM only for the contact who is not on the excluded list.

    • If you manually remove excluded email addresses from the List of excluded emails, the contact containing that email will be automatically enabled for Email sync.
    • From the moment an excluded email address/domain is removed from the List of excluded emails, email correspondence for the associated contacts will be synced in OnePageCRM.
    • Only the Account owner and Administrators have access to view the full list of excluded emails. Sub-users can only view the list of emails that they've manually excluded.

    Remove an email from the Excluded emails list

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

    • Email Page
    • Email Settings Page
    • Contact Page
    Email 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.

    Remove email address from excluded emails list on Email Page

    Email Settings Page

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


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

    Remove email address from excluded emails list on Email Settings Page

    Contact Page

    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.

    Turn on email sync for individual contact on contact page

    Apply OnePageCRM Label

    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 iconApps 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.

    Apply

    Delete emails

    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.

    Email Page

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

    Email Page bin icon

    Contact Page

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

    Contact Activity Timeline bin icon

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