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Einstein Activity Capture (EAC) Contact and Event Sync Not Working Despite Successful Email Capture

Julkaisupäivä: Jun 2, 2026
Kuvaus

Issue
When a mailbox is correctly connected under Einstein Activity Capture (EAC) Connected Accounts, emails and events are captured in Salesforce records. However, the syncing of Contacts and Events does not work.
Cause
The Salesforce user's email address does not match the email address connected under Einstein Activity Capture (EAC) Connected Accounts.
EAC supports two distinct operations:

  • Capture — adds emails and events to Salesforce records. Any connected mailbox can be used for capture.
  • Sync — bidirectionally synchronizes Contacts and Events between a mailbox and Salesforce. Sync requires that the Salesforce user's email address matches one of the connected mailboxes.
Ratkaisu

Overview
This article explains how to resolve sync issues in Einstein Activity Capture (EAC) when email and event capture works, but Contact and Event sync does not. The root cause is typically a mismatch between the Salesforce user's email and the connected mailbox email.
Option 1: Update the Salesforce User's Email Address
Update the sync user's email address in Salesforce to match one of the email addresses connected under Einstein Activity Capture Connected Accounts. This allows sync to operate between that mailbox and Salesforce.
Option 2: Connect the Matching Mailbox
Connect the mailbox that matches the email address of the Salesforce user's profile under Einstein Activity Capture Connected Accounts.
Option 3: Verify Email Server Settings
Ensure that the email server selected in the global Einstein Activity Capture settings matches the email account type selected on the Email and Calendar page in the user's personal settings. A mismatch here can affect both syncing and streaming capabilities.

Knowledge-artikkelin numero

000391942

 
Ladataan
Salesforce Help | Article