Emails Captured via 'Einstein Activity Capture' Not Seen in the Activity Timeline

This article answers the question: why don't emails captured or streamed by Einstein Activity Capture (EAC) appear in the Activity History related list, and what should you check if they're missing from the Activity Timeline too?

Why Captured Emails Don't Appear in Activity History

Emails streamed or captured through EAC aren't created as Email Message records in the Salesforce database. Instead, they're shown only in the Activity Timeline in Lightning Experience, not under Activity History.

Common Reasons Emails Are Missing from Activity Timeline

If you don't find the captured or streamed emails in the Activity Timeline, here are the possible reasons:

• Primary email address of the Contact or Lead has been changed or deleted.
• Einstein Activity Capture has been turned off.
• Email address or domain of the Contact has been added to the excluded addresses. Review Exclude Emails and Events from Being Added to Salesforce for All Users.
• Emails have been deleted using the Data Policies feature. Review Delete Email and Events Logged by Einstein Activity Capture and Salesforce Inbox.
• Email participants don't have a record (Lead, Contact, or Person Account) in Salesforce.
• Email participants belong to the same internal domain as the User, without any external domain email address marked. Review Considerations for Excluding Data from Einstein Activity Capture.
• The email is older than 6 months (for Google) or 6–12 months (for Microsoft, depending on license), which falls outside the allowed data capture time period. Check Data Retention for Einstein Activity Capture to learn more.
• Emails don't stream to Contacts or Leads if the record contains a mixture of standard and custom email address fields. It's a best practice to use standard email address fields with Activity Capture.
• Automated email replies: EAC attempts to identify automated email replies and keep them private. See Prevent Sensitive Information from Appearing on the Activity Timeline and Einstein Activity Capture - Sensitive Emails in the Activity Timeline Show as Private.
• Emails captured before related records are created in Salesforce won't show in the Activity Timeline. See Emails captured before related records are created, in Salesforce, will not show in the Activity Timeline.

Still Not Seeing the Emails?

After validating all these possibilities, if you still don't find certain emails or all emails under the Activity Timeline of records, log a Support ticket with Salesforce.