This article elaborates on some of the queries related to email sync.


Q: Even after sync, why are some emails from Gmail/outlook seem to be missing?

A: The sync may have been successful, however, only a select set of emails will be synced i.e., the ones that are already present as Contacts. 

In order to ensure that unrelated emails do not flood your product inbox upon sync, the platform has filters in place that bring onboard only the emails that belong to existing entities. 

Q: How can I bring all my important emails onto the product? 

A: Create or import a contact for all the email addresses whose conversations you wish to sync. Once these email addresses are added, the emails will automatically be synced to your product inbox where you can view them.

Q: I had synced my email and it seemed to be working fine initially, but, now it doesn’t work.

A: This could be attributed to the following reasons:

  • Disconnected mailbox: Your mailbox can be disconnected by Gmail without warning. This may occur due to a password change or interruption in connectivity. Reconnect your inbox and the sync should work fine. Click here to reconnect your inbox.

  • Time lag: When an email is synced, there are usually no time lags. If there is a temporary failure it might be because the IMAP IDLE functionality in the email may have malfunctioned. In this case, the mailbox would start reading only after 30 minutes and the email would get reconnected once every 30 minutes. Until this time, the sync will not be reflected. Whenever you set up email sync, check after 30 minutes to find out if your sync has been carried out successfully. 

  • Exceeding IMAP limits: All your outgoing emails are sent from the product through your connected Gmail account. The sent emails are synced to the account using an IMAP connection. However, Gmail allows only 15 IMAP connections at a time and when the limit exceeds, your email may not get sent. If you have connected your Gmail account to multiple devices and tools, you are likely to exceed your connection limits. This could lead to your outgoing/incoming email’s malfunctioning. Try to evaluate the number of tools your email is connected to and reconfigure the same to get your email to work effectively.

Q. Will emails with do not reply or no reply get synced with Freshsales?

A. No, emails with do not reply or no reply will not get synced.

Q. Outgoing emails are synced but Incoming emails aren't getting synced to the CRM. Why?

A. Check if 2 way sync is enabled for Mailbox connection. If one way sync is enabled, only Outgoing emails from CRM will be synced to Mailbox.