Loading

Gmail to Salesforce does not work

Publish Date: Aug 20, 2024
Description

What to do if Gmail to Salesforce isn't working and you have reviewed the Guidelines for Setting up the Gmail Integration and Gmail Integration System Requirements.

Resolution

There are 4 main things to check if Gmail to Salesforce doesn’t work:

 

1. Make sure that the email address the user is sending from is in My Acceptable Email Addresses in the My Email to Salesforce Setup

  • Classic: Setup | Personal Setup | Email | My Email to Salesforce or Your name | My Settings | Email | My Email to Salesforce
  • Lightning: Click on your Picture | Settings | Email | My Email to Salesforce


2. Make sure that Advanced Email Security Settings is unchecked. A lot of times with Gmail, it will block the e-mails from coming in because it doesn’t fit all of the protocol requirement settings.

  • Classic: Setup | Administration Setup (Administer)  | Email Administration | Email to Salesforce.
  • Lightning: Click on the gear icon | Setup | Email | Email to Salesforce 


3. If you don’t see an email added to the record after you click the Compose Gmail button from the contact or leads record, check your settings in

  • Classic: Setup | Personal Setup | Email | My Email to Salesforce
  • Lightning: Click on your picture | Settings | Email | My Email to Salesforce
Often times there may be duplicates, and these settings show to which duplicate the activity will be linked to (i.e. the record with the greatest number of activities or the record with the earliest create date).


4. Specify if you want to query leads or contacts or both in:

  • Classic: Setup | Personal Setup | Email | My Email to Salesforce
  • Lightning: Click on your Picture | Settings | Email | My Email to Salesforce



Notes:

  • When an email is linked to Salesforce, note that there is a 32,000 character limit on the comments section of a task, so the email may be cropped once linked.
  • Sending an email will only work with the email located in a Standard Email Field
  • Merge fields will not work with Salesforce
  • You can only link up to 50 records through Gmail to Salesforce
Knowledge Article Number

000385484

 
Loading
Salesforce Help | Article