Introduction
Many users face an error when trying to log emails to Case records using Einstein Activity Capture. The error message stops email logging because of the way record types and syncing settings are configured. This often creates confusion, especially when you see it working for accounts but not for cases. The issue seems to stem from how Einstein Activity Capture syncs emails only with certain objects by default.
Real-world Experience
Consider this example from an admin dealing with similar issues.
I recently set up Einstein Activity Capture and Salesforce Inbox. While I can attach emails to Account records, every time I try with Case records, I get the error, 'We can't log an email to this record type.'
This problem is common when record type permissions don't match the automated syncing settings in Einstein Activity Capture across different objects.
Einstein Activity Capture Solution
A common workaround is to disable the automatic email capture in Einstein Activity Capture settings. By doing so, users can manually select which records get the emails, making it possible to attach emails to Case records without error. This means switching off the auto-sync for emails (and optionally for events) so that more objects are allowed. Below are the steps needed to resolve this issue:
Access Configuration Settings
Go to Setup, then navigate to Einstein Activity Capture > Settings > Configurations. Click 'Edit' next to the user's configuration.
Disable Automatic Email Sync
In the Review Settings section, turn off the option for Emails. If needed, disable Events too if you want to change calendar syncing. This allows manual selection of related records.
Save and Verify
Save the changes and test by trying to attach an email to a Case record. The error should no longer appear if the settings are applied correctly.
Limitations to Consider
While this solution allows more flexibility in attaching emails to different record types, it disables the auto-sync feature of Einstein Activity Capture. This means users must manually relate emails to records. In larger setups, managing these configurations one-by-one can add administrative overhead and limit automation benefits.
Alternative Solution
It is frustrating when Einstein Activity Capture falls short in logging emails to Case records and causes extra work. DryMerge offers an alternative approach to deal with these issues. DryMerge is an AI-native app that easily connects with Salesforce and your email system to keep your data accurate and up-to-date. It looks at incoming emails, calendar events, and attachments and links them correctly to your Salesforce records. This means emails that once caused errors on Case records are now added without extra manual steps. The AI features help by enriching the record with key details that matter most to your tasks, making sure only the useful information is chosen.
EAC vs. DryMerge Comparison
| Feature | Einstein Activity Capture | DryMerge |
|---|---|---|
| Custom Object Sync | Automatic sync to custom objects isn't supported | Emails, calendar events, and anything else can be synced to your custom objects in Salesforce |
| Email Attachments | Attachments are not captured or saved to Salesforce | Email attachments are captured and saved in Salesforce however you need |
| Multiple Email Accounts | Cannot connect to both Gmail and Outlook simultaneously | Connects to both Gmail and Outlook simultaneously |
| Unstructured Data Processing | Limited ability to extract and organize meaningful data from unstructured email content | AI processing of unstructured email content to extract key details and create structured records |
| Data Enrichment | Basic activity logging with minimal data enrichment capabilities | Intelligent enrichment that pulls contact details, action items, and key insights from communication data |
By addressing these key limitations of Einstein Activity Capture, DryMerge offers a comprehensive solution that empowers your team with superior data handling capabilities. From intelligent processing of unstructured data to advanced enrichment features, DryMerge transforms your communication data into actionable insights while providing the flexibility to work with custom objects and multiple email accounts.
Tired of Einstein Activity Capture issues?
We'd love to show you how DryMerge handles emails, calendar events, and unstructured data extraction more reliably and accurately than Einstein Activity Capture.
