Summary
You (as a Planhat admin) can initiate the email sync of the "Inbox" and/or "Sent" labels/folders for all Users in your Planhat tenant
You can also stop the sync of these emails for all Users too
Other labels/folders are not affected
The start/stop update applies to that specific point in time, so you should apply it again if there are new Users
Who is this article for?
Planhat admins who manage email connections for their organization
Article contents
Introduction
This feature is currently in Early Access, so it is available in some Planhat tenants before General Availability.
Communication with your customers and prospects - whether it's emails, tickets, calls or chats - is an important category of data. For example, you'll want all relevant emails to be synced into Planhat, so you can have a full 360-degree view of your customers/prospects. AI analysis of emails (e.g. as described here) gives you valuable insight.
Each User can have their email account connected to Planhat. There are two main ways that email accounts can be connected - each individual person can connect their email via their User Profile, or you (as a Planhat admin) can connect the email accounts of all Users via "Centralized Connect".
Once email accounts are connected (you have gone through the authentication etc.), the next step is for the chosen emails to be synced. For each User, specific folders/labels are selected in order to sync those emails - so you can choose to sync certain types of emails but not others. Individual Users can make this selection via their own User Profiles; but it's also possible for you (as a Planhat admin) to centrally define default labels/folders to sync, and enable or disable syncing of emails for all Users in one go. This latter option (admins choosing sync preferences) is the focus of this article - we'll talk you through how it works, and the expected results in various scenarios.
📌 Definition
Throughout this article we are capitalizing the word "User", as User is the Planhat data model (equivalent to "object" from some other tools) corresponding to users of Planhat within your Planhat tenant (your organization's copy of Planhat) - Users are you and your colleagues, also sometimes called "Team Members" in Planhat.
📚 Further reading
This process of applying default email syncing typically follows on from connecting email accounts via Centralized Connect. You can read all about Centralized Connect in our separate article here.
🚀 Tip
Selecting which labels/folders to sync isn't the only way you can define which emails are synced into Planhat. You can learn about additional tenant email sync filter settings here.
How to set default synced labels/folders
📌 Important to note
Your Planhat Role needs to have the "Admin Access" workflow permission to be able to see the relevant part of the "Settings" Global Tool.
For you (as a Planhat admin) to configure this, you should:
Go to the "Settings" Global Tool (in the "System Admin" menu)
Go down to the "Email Sync" category
Click on the "Email setup" tab
You will see the "Default Synced Labels" settings like so:
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Simply select (or deselect) your choice of labels/folders via the checkboxes, and then click "Apply to all users" to push out that change
Note that the labels/folders to choose from will be those that all Users have - "Inbox" and "Sent" - so you won't see individuals' custom labels/folders here
Next in this article, we'll go over how this works in further detail, considering various scenarios.
Enabling an automatic email sync
Firstly, we'll go through the most typical scenario: turning on the automatic email sync for everyone.
If we take the example where you want to sync both the "Inbox" and "Sent" labels/folders, you simply select those two checkboxes, and click on the button "Apply to all users".
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After you have done this, Planhat schedules a job in the background, which goes through all the Users, and looks at the applicable labels/folders (e.g. "Inbox") and skips any labels/folders that are not applicable (e.g. "Newsletters").
Once this process is complete, when each User goes to their own User Profile ...
... and specifically the "Email" tab (shown in the example screenshot below), they should see the relevant labels/folder selected as per the defaults specified, with a note that the sync is enabled for those labels/folders. (It may be necessary for them to refresh their screen to see the updated view.)
Click the image to view it enlarged
📌 Important to note
Each User needs the "Email sync" workflow permission enabled for their Role in order to see the "Email" tab in their User Profile.
Disabling an automatic email sync
What about the opposite scenario?
In the Settings, if you click "Apply to all users" when the "Inbox" and "Sent" boxes are deselected ...
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... the effect will be that each User will have those labels/folders deselected in their User Profile too ...
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... and therefore those emails won't be synced any more.
This means, for example, that if an individual User has selected "Inbox" in their User Profile, and then an admin working in Settings clicks "Apply to all users" when the checkboxes are not selected there (even if they were never selected there), that will deselect "Inbox" for all Users, including the person who had already selected it for themselves. To summarize, updates pushed out from the Settings will override what individual Users have configured.
If a User already has other labels/folders selected
Let's look at a scenario where a User has already selected different labels/folders via their User Profile - e.g. "Project X" - and so those emails are syncing. What happens then, if an admin in their tenant either selects or deselects "Inbox" and/or "Sent" in the Settings and then clicks "Apply to all users"?
The answer is that those other folders will not be affected (either enabled/or disabled) - only the "Inbox" and/or "Sent" folders will be affected, to match the checkboxes in the Settings.
If new Users are added after a default selection/deselection has been pushed out
When you click "Apply to all users", whether you are pushing the selection (and therefore syncing) or deselection (and therefore stopping syncing) of labels/folders, it applies to all Users at that point in time.
What this means is that if you add new Users (e.g. see here) after that point, their "Inbox" and/or "Sent" labels/folders won't automatically be selected or deselected to sync based on what you have in Settings. You will need to press "Apply to all users" again to push out your desired Settings to all Users, including new ones.