Email Sync... but only those contacts Sugar likes :-)

Hi Rachel,

I am assuming you are using Outlook plug-in, not Sugar Connect. I say this because the only way you can have emails automatically archive with Sugar Connect is by routing/moving emails to a special folder, 'Copy to CRM'.

For the Outlook plug-in, there are a few possibilities for this behavior:

1. You have the 'Automatically archive all incoming and outgoing Outlook emails for Contact/Lead' option enabled in the plug-in settings. The contacts and leads that are not archiving are assigned to other users. Per the Outlook plug-in documentation, the auto archive feature will only trigger if the sender or recipient on the email is assigned to your user in Sugar.
2. For emails that are working, you archived the initial email to the Sugar record with the 'Automatically archive future emails in this conversation' option selected. The emails that do not archive are either new conversations or archives of prior emails in the conversation did not have this option selected.

Please let me know if either of these scenarios apply to your issue.

Thanks!

Dear Chris,

I have enabled 'Automatically archive future emails in this conversation' to archive  emails which are sent to specific email address provided by sugarcrm "Email Archive" but sometimes its not achieving.

What I understand:

if email is archived already in Sugarcrm and if someone again replies to that archived email from outlook then its not archiving again.

Can you please suggest, what might be the root cause?

Kindest Regards,

Shreya

Hi shreya dalvi,

All of our clients using Outlook are using Sugar Connect so I have not had to work with the legacy Outlook plug-in in a long time. Based on the documentation, it seems like it should be working as you expect, so I recommend filing a case with Sugar Support to investigate further. 

Also, please be aware the legacy Outlook plug-in is slated to reach end of support in June 2024. It may be a better use of time to explore alternative email archiving solutions like Sugar Connect. 

Chris