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Email & Calendar meetings Sync Trouble Shooting

Overview

This is a trouble shooting guide which will help CSMs to understand if they think, there is any problem with the email or Calendar sync. CSMs can check & troubleshoot themselves & if all conditions met, then they can reach out to Support Team at support@customersuccessbox.com

Here are the usual problems along with the troubleshooting recommendations.

  1. I cannot find the email which should have been synced?

    1. Confirm if the CSMs inbox where the expected email was sent from is authorized and configured correctly. If not, please authorise the inbox. (Go to Profile>> Sync email & Calendar>> Sync now button)

    2. Note that only emails will be synced that meet the following criteria:

      1. Inbox is of the CSM is authorized

      2. End User (eg: end_user@yourcustomerdomain.com) with the same email exists in the account where email is expected to be synced.

      3. It may take upto 30 min for email to sync

      4. Historic emails (emails sent/received prior to inbox authorization) are never synced.

      5. Email address of the end user needs to be in the field "email" of User details.


  2. I can see emails which should not have been synced?

    1. If this email is exchanged between an internal account and any end user who is part of the user group of the Account, then that email is treated as email exchange between end users and hence it is synced.

    2. To stop this from happening delete the end user from the account. You can also request email with certain domains (eg: yourparterdomain.com) to be blacklisted / stopped from syncing.

    3. Note that if the user is/ was created from an external source, such as API call or Support / CRM integration, please make sure that the user is removed from the source, else the user will be recreated on the next sync.

  3. I can see the same email synced under multiple accounts?

    1. This is probably because the end user exists in multiple accounts. To stop this from happening, please remove the end user from that account. You can search the user's   email address on Global Search & see in which all accounts the users's email address is mentioned.

  4. I can’t see the meeting which i recently had with my customer

    • Confirm if the CSMs calendar where the expected meeting has happened  is authorised and configured correctly. If not, please authorise the calenadar. (Go to Profile>> Sync email & Calendar>> Sync now button)

    • Note that only meetings will be synced that meet the following criteria:

      1. Calendar  of the CSM is authorized

      2. End User (eg: end_user@yourcustomerdomain.com) with the same email exists in the account where meeting is expected to be synced.

      3. It may take upto 30 min for meeting to sync from the start of the meeting

      4. Historic meetings (Meetings happened prior to calendar authorization) are never synced.

      5. CSM should be the organiser of the meeting & not the customer.

      6. Atleast 1 user which is there in CSB as a user with same email address has accepted the meeting invitation. We do not sync the meetings which whose invitation has not been accepted by your customer.

  5. I can see the meeting logged which did not happen for that account

    1. Please check the attendees, atleast 1 attendee must have been added as a user in the system.

      • If the meeting has been conducted  between an internal account and any end user who is part of the user tab/ group of the Account, then that meeting is treated as a proper meeting  between end users and hence it is synced.

      • To stop this from happening delete the end user from the account. You can also request email with certain domains (eg: yourparterdomain.com) to be blacklisted / stopped from syncing.

      • Note that if the user is/ was created from an external source, such as API call or Support / CRM integration, please make sure that the user is removed from the source, else the user will be recreated on the next sync.


If you still think you have followed everything & still unable to troubleshoot, please write to support@customersuccessbox.com. We will help you with it. Please share the details of the email or meeting while writing to us.

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  1. Anu Dudhat

  2. Posted
  3. Updated

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