Troubleshooting SalesInbox

Troubleshooting SalesInbox

Why are some emails not showing up in SalesInbox?

There are several reasons emails might not show up in SalesInbox:
  1. Folder Mapping: SalesInbox relies on folder mapping between your email account and CRM. If the emails are in folders that haven’t been mapped to SalesInbox, they might not show up for folder mapping in custom email. This works for folder mapping in custom emails.
  2. Sync Delays: Occasionally, sync delays between your email server and SalesInbox can cause emails not to appear immediately. Give it some time for the emails to sync.
Troubleshooting Steps:
  • Check if the email is present in your webmail. If it is, then verify if it's listed in the record's related list in Zoho CRM. If the email is not present in the related list, check which folder the email is stored in within your webmail. Please reach out to us at support@zohocrm.com with the folder name from your webmail along with a screenshot. 
If the issue persists, please reach us out at support@zohocrm.com and share the following details:
  1. Screenshot of the webmail showing the folder name
  2. Screenshot of the email related list
  3. Screenshot of Salesinbox
  4. Screenshots of Email Integration Settings
When an email thread is deleted in webmail, it will also be deleted in the CRM—this is the default behavior. Since this is a Sync-based behavior, it may take sometimes say about 10 minutes, to get reflected into SalesInbox; please check again, as emails take about 3 to 6 minutes to sync with SalesInbox. 

If you witness there is much delay between webmail and SalesInbox, Please reach out to us at support@zohocrm.com:
  1. SalesInbox screenshot
  2. Trash folder screenshot with the email in webmail
  3. Email header 

Why am I getting an error while sending emails from SalesInbox, showing that we are unable to process the request?

Please check if the same error is occurring while you send the email directly from the record.
Verify if there are any errors on the email configuration page and ensure the password is updated in the email integration settings.

If the issue persists, please reach us out to support@zohocrm.com and collect the following details:
  1. The sender and recipient email addresses
  2. A screenshot of the error

The email thread results were not found while searching with a particular email address.


Please check if the issue occurs in an alternative browser or incognito/private window.
Verify if there are any errors on the email configuration page. If errors are found, update your webmail credentials and check again in SalesInbox.

If the issue persists, please contact us at support@zohocrm.com and share the following details:
  1. Screenshot of the issue along with the URL
  2. Record ID
  3. Email address

 


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