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Emails Disappear from Outlook When Logged Through the Salesforce Side Panel

Veröffentlichungsdatum: May 28, 2026
Beschreibung

Issue

Emails disappear from Outlook when added via the Side Panel



Root Cause
When an email is associated with a Salesforce record via the Side Panel, Salesforce automatically assigns the category Related to Salesforce or Added to Salesforce to that email in Outlook. If your Outlook folder is grouped or filtered By Categories, the email is sorted into a category group and is no longer visible in the default date-sorted view. The email is not deleted — it is still present in the folder and visible within its assigned category group.
 link to related image.

Lösung

Follow these steps to restore the default view and locate the email:

  1. In Outlook, select the folder on the left pane where you are experiencing this issue (for example, Inbox or Sent Items).
  2. At the top of your message list, you will see filter options: All, Unread, and By Categories.
  3. Click the By Categories header and select Date to return to the default date-sorted view.

Alternative: Reset the View

You can also modify, change, or reset the view using the View tab in the Outlook ribbon:

  1. In Outlook, click the View tab in the top ribbon.
  2. Click Reset View.
  3. Confirm the reset when prompted.

This removes any custom grouping (such as By Categories) and restores the standard folder view.

related image here.

 'Create, change, or customize a view' on the Microsoft Support site.
 

Nummer des Knowledge-Artikels

000386823

 
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Salesforce Help | Article