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How Events Sync with Einstein Activity Capture
Learn how Einstein Activity Capture matches your Microsoft or Google events with relevant Salesforce events, leads, and contacts. Also, learn what we do when we can’t resolve a match, which events we sync, and how often.
Required Editions
| Available in: Lightning Experience |
| Available with Einstein Activity Capture Standard in Sales in Starter, Pro Suite, Professional, and Enterprise Editions |
| Available with Unlimited Edition, Einstein 1 Sales Edition, and Agentforce 1 Edition |
| Available with Einstein for Sales, which is included in Einstein 1 Sales Edition and available for an extra cost in Enterprise and Unlimited Editions |
| Available with Sales Engagement, which is included with Sales in Performance and Unlimited Editions, and available for an extra cost in Professional and Enterprise Editions |
| Available with Revenue Intelligence, which is available for an extra cost in Enterprise and Unlimited Editions |
Which Events Sync and How Are They Matched?
Einstein Activity Capture checks to see whether an event with the same subject, date, and start and end times exists in both Salesforce and Microsoft or Google. If events match, they’re mapped to each other and begin to sync between applications. If no events match, a new event is created, and the two are mapped to sync between your external calendar.
Because recent events are the most relevant to you, after your Salesforce admin initiates sync, Einstein Activity Capture attempts to match only:
- New Salesforce events after you create them or existing Salesforce events after you update them.
- New and existing Microsoft or Google events that fall within the filter and sync settings set by your admin.
Event sync can take a day or more. Some factors can impact sync wait time, such as:
- When many users are set up to start syncing around the same time
- When sync is pending for a significant number of events
Einstein Activity Capture syncs up to 50,000 events per user. If you have more than 50,000 events that meet the event sync filters set by your admin, an additional nonsyncing event is picked up for sync only when one of the 50,000 stops syncing.
An event stops syncing if a user deletes the event, if the event has occurred and no longer meets past event sync filters, or if an event sync issue occurs.
When meeting organizers are part of user-level event sync configurations, organizer-created events sync only after organizers connect their mail account and complete onboarding. Until that occurs, the organizers’ events don’t sync, and also don’t sync for user attendees they invite. See “How Do Events Sync When the Organizer Isn’t in a Syncing Configuration?” in How Event Attendees Sync with Einstein Activity Capture.
Sync Conflicts
If a change you made in Salesforce didn’t sync to your external calendar, you could have experienced a sync conflict. Sync conflicts occur when at least one of these conditions is true.
- You’re set up to sync events both ways.
- You, another user with access, or an automated action updates the event in both your external application and Salesforce before Einstein Activity Capture syncs the change.
If a sync conflict occurs, Einstein Activity Capture gives preference to the change made in your external calendar. If automatic, mass event updates are made from your external calendar or Salesforce, you experience sync conflicts more often. Companies usually make mass event updates when admins or developers set up automation or create custom API calls.
Unresolved Events
After syncing, events that can’t be related to a lead or contact are added to the Unresolved Items list in your personal settings in Salesforce. From there, you can choose which Salesforce leads or contacts to relate to the synced event. Or you can remove the event from the list and opt not to relate a record.
When the Relate Synced Events to Salesforce Records setting is enabled, synced events aren’t added to the Unresolved Items list. See How Events Are Automatically Related to Contacts or Leads.
Custom Fields
Einstein Activity Capture doesn’t sync custom fields between applications.
Deleting Synced Events
When the Remove Deleted Events setting is enabled, deleted events sync between your Salesforce calendar and external calendar.
If a user deletes a syncing Microsoft event from another user’s Microsoft calendar, the counterpart isn’t deleted in Salesforce.
Changing Event Owner
Users can’t change event ownership directly in Microsoft Exchange or Google accounts. To change event ownership in Salesforce between users who sync events outbound or bidirectionally is a two-step process.
- The original owner deletes the event in Microsoft or Google.
- The original owner recreates the event with the second user as the owner.
If the event’s original owner belongs to an Einstein Activity Capture configuration with Advanced Setting called Remove deleted events enabled, the original event gets deleted from their calendar.
If the event’s original owner doesn’t belong to an Einstein Activity Capture configuration with Remove deleted events enabled, the event remains on their Microsoft or Google calendar.
