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'Log Email' button in Outlook/Gmail Integration does not load in the side panel

Date de publication: May 7, 2026
Description

Users may not be able to log emails to Salesforce because they cannot see Outlook Integration's Log Email button in the side panel. This can be caused by either of the following:
 

  1. A customization made in the email application pane of Outlook Integration. Specifically if the email application pane was customized and Saved before Summer '18 the Log Email button may need to read back to the application pane
  2. You are assigned to the Einstein Activity Capture (EAC) permission set and set up to use EAC to automatically capture emails. If you are set up to use EAC, the Log Email button is removed in the Outlook Integration panel since emails are automatically streamed to Salesforce. Instead, the Log Email button is replaced by the current Sharing Setting of the email, whether it's shared to 'everyone', 'groups', or 'only me'
    Note: This is expected behavior when the Sync Email as Activity feature is enabled and emails have already been synced. However, with Sync Email as Activity feature if the emails have not been synced, contextually the Log Now Button will show to allow the email to be added to Salesforce. 

 


Note: that the following steps can only be done by an administrator of your organization or a user that has sufficient privileges.

 

Résolution

If the issue is related to the customization made in the email application pane of Outlook Integration, follow the steps to Edit the email application pane assigned to the affected users' profiles.


Salesforce Classic:

1. Setup | Outlook Integration and Sync/Gmail Integration and Sync | Settings | Let users access Salesforce records from Outlook | Email Application Panes
2. Click the Action button next to the email application pane's label and click Edit.
3. Navigate to Lightning Components | Standard | and look for Log Email.
4. Drag the Log Email component to the email application pane layout at the center of the screen.
5. Click Save.

 

Lightning Experience:

1. Gear icon | Setup | Outlook Integration and Sync/Gmail Integration and Sync | Let users access Salesforce records from Outlook | Email Application Panes
2. Click the Action button next to the email application pane's label and click Edit.
3. Navigate to Lightning Components | Standard | and look for Log Email.
4. Drag the Log Email component to the email application pane layout at the center of the screen.
5. Click Save.


The issue is related to EAC being enabled, you would need to discuss it with your Salesforce Administrator since it is working as designed.

When users are assigned to an Einstein Activity Capture Permission Set, with the Sync Configuration enabled to capture emails, logging emails automatically is disabled.

If you prefer to add emails manually using the Log Email button, ask your Salesforce Administrator to remove you from the EAC permission set, or create a sync configuration that has the Emails capture turned off.


Afterwards, have the user try to use Outlook/Gmail Integration and they should see the Log Email button again.


Note: Since the Winter '21 release, If your Einstein Activity Capture configuration has emails disabled, reps can now log emails manually from the Outlook/Gmail Integration.

Numéro d’article de la base de connaissances

000383611

 
Chargement
Salesforce Help | Article