Considerations for Setting Up Einstein Activity Capture

General

• It can take up to 24 hours after the initial setup and sync between Einstein Activity Capture and your connected account before you see data in standard reports.
• Depending on which authentication method you use to connect Salesforce to your email and calendar application, Einstein Activity Capture users are prompted to connect their email and calendar to Salesforce or accept terms of service.
• To connect an account, Einstein Activity Capture users who don’t use Inbox must be in an active configuration.
• Turning on Einstein Activity Capture in Government Cloud and Government Cloud Plus organizations can send data outside the authorization boundary. Contact your Salesforce account executive for more details.
• For events and contacts to sync, the connected email account must be the user’s primary account (the email account on their Salesforce user record). It must not be an email alias, and it must be in the user principal name (UPN) format.
• Einstein Activity Capture works with all Salesforce-supported languages. But only ASCII characters are supported in email addresses.
• Einstein Activity Capture users can’t delete emails that Einstein Activity Capture adds to Salesforce. Admins can delete past emails and events that include a specific person based on their email address or username.
• If you use Salesforce Essentials Email-to-Case, make sure that the email address you use to connect to Salesforce is different from the one that you use to connect Einstein Activity Capture to Salesforce.
• You can’t use Einstein Activity Capture and Lightning Sync at the same time.
• If using Lightning Sync or a version of Einstein Activity Capture without sync, we remove old configurations and settings before you create an Einstein Activity Capture configuration.
• When opportunities have no overdue tasks and Einstein Activity Capture is enabled, the alerts on Opportunity Kanban aren’t shown.
• Einstein Activity Capture included with Sales in Unlimited Edition provides analytics reporting using the CRM Analytics platform. When using this functionality, your license doesn't allow you to:
  • Build custom analytics apps or dashboards
  • Upload, access, or connect external data using the API with the exception of datasets provided with Sales Cloud Einstein
  • Import data from Salesforce standard or custom objects that aren’t included in this feature
• Contact sync doesn’t support Outlook categories, so contacts labeled with a Salesforce_Sync category that don’t exist in a contacts subfolder of the same name don’t sync with Salesforce. To avoid this issue, disable contact categories and select the Salesforce_Sync folder for new contacts in Outlook. See EAC - New Contacts Created In Outlook with ‘Salesforce_Sync’ Category Do Not Sync to Salesforce.
• When opportunities have no overdue tasks and Einstein Activity Capture is enabled, the alerts on Opportunity Kanban aren't shown.

• Turning on Einstein Activity Capture in Government Cloud and Government Cloud Plus organizations can send data outside the authorization boundary. Contact your Salesforce account executive for more details.
• For emails, events, and contacts to sync, the connected email account must be the user’s primary account (the email account on their Salesforce user record). It must not be an email alias, and it must be in the user principal name (UPN) format.
• You can’t use Einstein Activity Capture and Lightning Sync at the same time.
• When Einstein Activity Capture is disabled, email tracking isn’t displayed in Lightning Experience for emails sent from the Outlook or Gmail integration that aren’t part of a cadence.

Email Alias Addresses

Einstein Activity Capture doesn’t support alias email addresses. When a user's connected email account has an alias, some unexpected behavior can occur. For example, when the user sends an email from Salesforce, the email composer doesn't show the alias, but the sent email does. Also, depending on where the email is later viewed from, previous emails aren’t always included in the email thread.

To make sure that Salesforce users are included as event attendees, use their primary Microsoft or Google email addresses when you create their Salesforce user records. And to make sure that contacts and events sync between applications, users must add primary email addresses to contacts or events when possible.

Encryption

Note This section applies to only email captured without Sync Email as Salesforce Activity enabled.

For captured emails and events, the data is stored on Hyperforce and Amazon Web Services (AWS) infrastructure, so Salesforce platform encryption isn’t available. Instead, the data is encrypted at rest using AES-256 server-side encryption. When Shield Platform Encryption is enabled for your org, emails and events that are added to the activity timeline of related Salesforce records show the names of encrypted contacts and leads.

When Shield Platform Encryption is enabled on any Salesforce object or field, Einstein Activity Capture still syncs events and contacts, but the behavior is modified.

If you encrypt the Email field on the User object, the User Email field is duplicated in the Salesforce database when users are added to sync configurations that sync contacts or events. Even when the User Email field is encrypted using Shield Platform Encryption, this duplicate field stores user emails in the Salesforce database in an unencrypted state. When Shield Platform Encryption is turned on, Einstein Activity Capture matching behavior is modified.

Event Encryption

Normally, Einstein Activity Capture matches records using the same standard Salesforce fields. But when you encrypt the Email field on Salesforce users, contacts, or leads, Einstein Activity Capture expands its search to any custom email field that you added to the record in these cases:

Contact Encryption

Normally, Einstein Activity Capture matches contacts between Salesforce and your external contact application using the same standard Salesforce fields. But when you encrypt the Email field on Salesforce contacts, Einstein Activity Capture expands its search to any custom email field that you add to the Salesforce contact. Einstein Activity Capture syncs the first matching email address it identifies so contacts can be matched based on the standard Email field or the custom email field.

Multiple Salesforce Orgs

You use multiple Salesforce orgs if you test new features in a sandbox before setting them up in production, or if you maintain separate orgs for different divisions of your company.

• Setting up the same user to sync across multiple orgs isn’t supported. We recommend testing in a sandbox org before rolling out Einstein Activity Capture. But make sure to remove users from sandbox sync configurations before adding users to production configurations.
• We don’t recommend marking an Einstein Activity Capture configuration as inactive to prevent a user from syncing across multiple orgs. You risk forgetting that the user is included in multiple configurations. And you risk marking the configuration as active later by accident.