Einstein Activity Capture: Troubleshoot and Resolve Email and Event Sync Issues

This article explains how to resolve Einstein Activity Capture (EAC) email and event sync issues between Salesforce and connected email accounts by verifying configuration settings, checking sync criteria, and re-onboarding the user.

If events aren't syncing between the connected account and Salesforce, or emails aren't syncing or streaming to Salesforce, check the following.

Security and Filtering Considerations

• Automated and Private Emails: As a security measure, EAC automatically detects incoming automated or private emails before they are streamed or synced to the timeline. In legacy EAC, these emails are set to "Don't Share". In EAC with Email Sync enabled, these emails or events are not synced. To learn more about how this feature handles sensitive and automated emails, see this KA: https://help.salesforce.com/s/articleView?id=005384602&type=1
• Internal Email and Event Filters: When troubleshooting internal-only emails and events, refer to Salesforce Excluded Addresses Considerations.

Verify Einstein Activity Capture Settings

1. Confirm that the Einstein Activity Capture configuration the user is in has Email and Event syncing enabled.
2. Confirm that the user's Salesforce email matches their EAC Connected Account email. Salesforce recommends that the Connected Account match the user's primary SMTP address.

Note: For Microsoft 365 (M365), EAC connects using the user's M365/Entra username, which can differ from their primary SMTP address. For seamless syncing, make sure the Salesforce email, the EAC Connected Account, and the primary SMTP address all match.

Check the Connected Account Status

In Setup, go to EAC Status & Metrics > User Status and review the Connected Account Status for the user.

• If the status is Disconnected, follow the reconnection steps below for your authentication method. If the user has frequent or intermittent disconnections, refer to Salesforce Knowledge Article 005393481.
• If the status is Connected (or Active), confirm that all emails and events meet the sync requirements. See Email Sync Requirements for Einstein Activity Capture and How Event Sync Works for Einstein Activity Capture.

Re-onboard a User with Org-Level Authentication

If your organization uses Org-Level Authentication (also called App-Level or RBAC authentication), complete the following steps only.

1. From Setup, enter Status & Metrics in the Quick Find box.
2. Navigate to Status & Metrics | User Status, and find the row for the user who needs re-onboarding.
3. Open the drop-down at the right of the row and select Check User Health Status.
4. Under Resync User Connections, toggle on Resync Events and Email and select the Full Event reset checkbox.
5. Click Start Sync. The process can take a few hours and cannot be repeated until it is fully processed.
   
   Note: Alternatively, you can remove the user from the EAC configuration and re-add them after a few minutes for re-onboarding.   

Re-onboard a User with User-Level Authentication

If your organization uses User-Level Authentication, complete the following steps only.

Step 1: Remove the User from the Current Einstein Activity Capture Configuration

1. From Setup, enter Einstein Activity Capture in the Quick Find box, then select Settings under Einstein Activity Capture.
2. Click the Configuration tab.
3. Edit the configuration that the affected user is in, and remove the user.
4. Save the configuration.

Step 2: Remove the Einstein Activity Capture Permission Set from the Affected User

1. In Setup, go to the affected user's detail page.
2. In the Permission Set Assignment section, delete the permission set that includes Einstein Activity Capture.

Step 3: Remove the Einstein Activity Capture Permission Set License from the Affected User

1. In Setup, go to the affected user's detail page.
2. In the Permission Set License Assignment section, delete the permission set license that includes the Einstein Activity Capture permission set.

Step 4: Reassign the Einstein Activity Capture Permission Set to the Affected User

1. In the Permission Set Assignment section on the user record, click Edit Assignments.
2. Add the permission set that includes Einstein Activity Capture, and click Save.

 Step 5: Add the Affected User Back to the Einstein Activity Capture Configuration

1. From Setup, enter Einstein Activity Capture in the Quick Find box.
2. Select Settings under Einstein Activity Capture.
3. Click the Configurations tab, and then edit the configuration that you want to add the user to.
4. Add the user to the configuration, and then save the configuration.

Step 6: Ask the Affected User to Reconnect Their Email and Calendar Accounts

1. From personal settings, enter Connected Accounts in the Quick Find box, and then select Email and Calendar Accounts.
2. Click New Account.
3. Follow the steps to connect to your account. After you connect an account, it takes up to 24 hours for Einstein Activity Capture to add your emails and events to related Salesforce records. Inbox features are available right away.
   
   
   

If you are still having sync issues, please contact Salesforce Support.