Loading

Users See the Message “This email isn't shared with you…” on Emails From Einstein Activity Capture

Дата публикации: Jun 2, 2026
Описание

Overview

When Einstein Activity Capture (EAC) is enabled in a Salesforce org, emails synced from a user's mailbox are displayed in the Activity Timeline on Salesforce records such as Contacts, Leads, and Opportunities. However, each user individually controls whether their synced emails are visible to others through a personal sharing setting within EAC.
If a user's EAC sharing setting is configured to "Don't Share", other users — including administrators — will see the message "This email isn't shared with you" when viewing email activities associated with that user in the Activity Timeline. The email entry is present in the timeline, but its content remains hidden.
Note: The default Activity Sharing setting at the org level is "Share with Everyone" under the Einstein Activity Capture setup page. However, individual user personal settings can override the org default.
Real-Life Example: A sales rep emails a prospect, and the activity is captured by Einstein Activity Capture. Their manager opens the Opportunity record and sees the email listed in the Activity Timeline, but sees the message "This email isn't shared with you" instead of the email content. This occurs because the sales rep's personal EAC sharing setting is set to "Don't Share."

Решение

Why This Happens

The "This email isn't shared with you" message appears because the email sender's personal Einstein Activity Capture sharing setting is configured to "Don't Share." This setting prevents other Salesforce users from reading the content of that user's synced emails, even when viewing shared Salesforce records.

Steps to Update EAC Sharing Settings

To resolve this, update the affected user's personal EAC sharing setting by following these steps:

  1. Click on your avatar (profile picture) in the top-right corner.
  2. Select Settings.
  3. Enter Einstein Activity Capture in the Quick Find box, then select Sharing Settings under Einstein Activity Capture.
  4. Under Sharing settings, check if the setting is "Don't Share" — change it to Shared with Everyone.
  5. Click Save.

After saving, navigate back to the Salesforce record and refresh the page. Under the Activity Timeline, the email content is now visible.

If Emails Are Still Not Visible

If emails are still not visible in the Activity Timeline after updating sharing settings, review the article on Emails Captured via Einstein Activity Capture Not Seen in the Activity Timeline.

Номер статьи базы знаний

000380956

 
Загрузка
Salesforce Help | Article