It typically takes up to 10 minutes to sync Gmail and 20/30 minutes to sync Outlook, but it can take longer, especially for the initial historical sync. If you have just connected your email account to Planhat and saved your choice of folders/labels to kick off the sync, then please allow a little bit of time before you see your emails in Planhat.
However, if your emails are still not appearing in Planhat, then there are several ways to troubleshoot the issue:
Confirm that the user (e.g. you) has their email sync enabled and that they have selected the specific email folders/labels to be synced. Check out this article if you would like to know how to sync your emails in Planhat.
Note that in Outlook, emails in a thread may be visualized in a folder even if they are actually located in Inbox or Sent Items. Therefore, make sure you are syncing Inbox and Sent Items, or ensure that the emails are moved in Outlook into a folder that you are syncing. You can read more about this here.
Confirm that the End User's email domain is listed in the "Related Domains" field on the Company Profile, and check that the End User exists in Planhat. If the End User doesn't exist in Planhat, then we will try to create the End User by matching the email domain to a related domain if the setting "Automatically detect and create new contacts during syncing external conversations (e.g. emails, chats, calendar events)" has been enabled. If you would like to enable or disable this setting, please contact your CSM or reach out to Support.
If the End User exists on multiple Companies in Planhat, then we will assign their Conversations at random because we don't know which Company the emails belong to. Please look for the missing emails on the other Company Profile(s) where the End User exists. If you manage to locate the missing emails, you can click on each email > click on the ellipsis icon in the top right corner > select "Assign to a company" and then you can assign the email to the correct Company.
Confirm the email domain hasn't been listed in the "Internal Domain" or "Internal Emails" fields in the "Email" --> "Filtering" section of the "Settings" Global Tool.
If you're looking for a specific email then check the "Unassigned" folder in the "Email Manager".
Try re-syncing Company emails: navigate to the Company Profile > click on the ellipsis icon in the top-right corner, select "Process", and then "Fetch from {email provider} Emails".
Hard-refresh your browser page. If you have a slow or intermittent internet connection, the full history may be slow to load.
When you sync your emails for the first time, Planhat will sync emails that are up to a set number of days old. The default is 30 days, but this can be set to be anything from 1 to 360 days in your Planhat tenant - please speak with a Planhat representative (e.g. your CSM) if you would like to modify this setting for your tenant. If an email is older than the limit, then we will not sync the email.
Try revoking your email access and then enabling it. To do that, navigate to your profile, click on the "Email" tab and select "Revoke Account Access". Once you have done that, enable your email sync > select the email folders that you would like to sync and hit "Save". Check out this article if you're not sure how to sync your emails.
If your emails are still not syncing to Planhat, then please reach out to our Support team who will be able to investigate this further for you.
To troubleshoot a related issue: if you are looking at an email that's been synced into Planhat and it has an email attachment, but clicking on the attachment doesn't seem to do anything (doesn't download it), then this is likely because you don't have the necessary access. Only users on the email thread will be able to access its attachments.
