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Troubleshoot Email and Event Issues for Salesforce Einstein Activity Capture Users

Publiceringsdatum: Jan 23, 2026
Beskrivning
Note: Please review this help doc for internal only emails and events:
https://help.salesforce.com/s/articleView?language=en_US&id=sales.aac_add_excluded_addresses_considerations.htm&type=5

To enhance security, Einstein Activity Capture now attempts to identify incoming automated email before they’re added to the timeline and sets sharing to "Don’t Share".

If an Einstein Activity Capture user has emails and events enabled and their emails or events aren’t moving between the connected account and Salesforce; the admin can try resetting the user’s connection as directed below.
Lösning

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

  1. The Einstein Activity Capture configuration that the user is in has events enabled. 
  2. The user’s primary account (the email account on their user record) is in the user principal name (UPN) format and is the user's Primary SMTP address (for Event syncing) and is connected to Salesforce.
  3. The connected account is the same email and calendar service that the admin connected to Salesforce. For example, if the admin connects to Microsoft Exchange, the user must connect a Microsoft Exchange account.

 

If the issue isn’t resolved, follow the additional troubleshooting steps below to "Re-onboard" the users for Activity Capture and Sync.  If the Organization is using Org Level Authentication, only Step 1 below needs to be executed. If the Organization is not using Org Level Authentication, start the process at Step 2. 

 

  1. Organization is using Org Level Authentication
  1. From Setup enter Status & Metrics in the Quick Find.
  2. Navigate to Status & Metrics | User Status and here find the line for the user that needs re-onboarding.
  3. Navigate to the the drop-down at the right of the row and select "Check User Health Status"
  4. Here, under "Resync User Connections" toggle on "Resync Events and Email" and check the "Full Event reset" box
  5. Click “Start Sync” and note the warning that the process may take a few hours and that the process cannot be repeated until fully processed.

 

  1. Remove the user from the current Einstein Activity Capture configuration. (User level Authentication)
 
  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.
 
  1. Remove the Einstein Activity Capture permission from the affected user.
 
  1. In Setup, go to the affected user's detail page.
  2. From the Permission Set Assignment section, delete the permission set that includes Einstein Activity Capture.

 

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

 

  1. From 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.

 
  1. 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.

 

  1. Ask the affected user to log in to Salesforce and reconnect any user-level email and calendar accounts.
 
  1. From the 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.



Knowledge-artikelnummer

000380445

 
Laddar
Salesforce Help | Article