When you activate Sync incoming email and/or Sync outgoing email in the Office 365 Mail app, Upsales does not copy your whole mailbox. Only business emails between you and contacts that exist in Upsales are synced. This article explains which emails are synced and which are skipped. The same rules apply to the Gmail app.

What the settings do

• Sync incoming email: emails in your Inbox are checked and synced if they match the rules below.
• Sync outgoing email: emails in your Sent folder are checked and synced if they match the rules below.

When the sync is activated, emails from the last 3 months are imported. After that, new emails are synced continuously.

Which emails are synced

An email is synced when all of the following are true:

• The email address matches a contact in Upsales. For incoming emails, Upsales looks at the sender. For outgoing emails, it checks the recipients in the To field in order and uses the first one that is a contact. The address must match the contact's email address exactly. Recipients in CC/BCC are not used for matching.
• It is an external email. At least one participant must have an email domain that is different from your own and your colleagues' domains in Upsales.
• It has not already been synced. The same email is never synced twice.

The synced email is added to the contact and to the contact's company in Upsales.

Which emails are not synced

• Emails to or from people who are not contacts in Upsales. Add the person as a contact first. The email address must be exactly the same as in the email.
• Internal emails: emails where everyone is in your own organisation (or on your colleagues' email domains).
• Emails to or from private email addresses such as Gmail, Hotmail, Outlook.com, iCloud, Yahoo, Live and Telia.
• Automatic and system-generated emails, for example from addresses where the part before @ contains one of the words noreply, no-reply, auto, bot, support, notifications, calendar, meeting or invite. The word must stand on its own, separated by a dot, hyphen, underscore or plus sign (for example support@, no-reply@ or john.bot@).
• Newsletters and mass mailings: emails with an unsubscribe link or bulk-mail headers.
• Calendar and meeting emails, such as invitations and accept, decline, update or cancel notifications, plus Teams, Zoom and Slack notifications.
• Emails to or from domains or addresses you have excluded in the app settings.

Why was a specific email not synced?

Check the following:

1. Does the other party exist as a contact in Upsales, with exactly the same email address?
2. For an outgoing email: was the contact a recipient in the To field, and not only in CC/BCC?
3. Does the part of the email address before @ contain any of the words listed above (for example support@customer.com)?
4. Does the subject contain words such as Invitation, Accepted, Declined, Updated or Cancelled? Emails with these words in the subject are treated as calendar notifications and skipped, unless they are replies sent from Outlook or Gmail.
5. Is the email older than 3 months from when the sync was activated?
6. Is the sync still connected? See Q: My Office/Google mail sync isn't working, what do I do?

If you need to log an email that was not synced automatically, you can use Log this email to Upsales in the Upsales Outlook add-in. Or add email@upsales.com in BCC when you send the email. See How to sync your Upsales account with Outlook and Office 365 Mail.