Loading

Einstein Activity Capture: Email Sync Timing and Record Creation.

Veröffentlichungsdatum: Sep 22, 2026
Beschreibung

Emails that are captured into Salesforce, via Einstein Activity Capture, before, or up to 24 hours after the related records are created, are not guaranteed to show in the Activity Timeline.  This is working as designed.

This is due to the fact that the records need time to propagate through all back end systems before emails can properly be mapped to them.  If an email is captured before the record exists, or even before the propagation has fully completed, the email will be captured, but it will not be stamped with the necessary RecordIDs to allow visibility within the system. 

The propagation of new records, typically happens fairly quickly; but, if there is a backlog to work through, it can take longer which is why it is stated that it can take 'up to 24 hours'.

Lösung

This article explains how to determine whether a missing email in the Activity Timeline is caused by expected Einstein Activity Capture (EAC) sync timing, and what to do if it isn't.

Check Whether This Timing Behavior Applies

If you find that an email is missing from the Activity Timeline of a related record, check the following to see if it applies to the scenario in this article:

  • What is the date/time that the Contact or Lead record was created?
  • What is the date/time that the email was sent/received, and therefore should have been captured into Salesforce?
  • Is the creation date of the record after, or within 24 hours of, the email being sent or received?
  • If so, then yes, this article applies, and this is why the email in question is missing.

All emails captured after the related record is created, and fully processed, should show in the Activity Timeline as expected.

If This Timing Behavior Doesn't Explain the Missing Email

If you need to have this email visible in the Activity Timeline, submit a case to Salesforce Support. Make sure to provide the following details:

  • Information on the missing email, including a screenshot of the email from Google or Outlook showing Sender, Recipient, Date, and Time.
  • The record that you expected the email to associate with.
  • The name and email address of the syncing user.
Nummer des Knowledge-Artikels

001814332

 
Laden
Salesforce Help | Article