Introduction
Sales teams depend on seeing email open data to plan their work. When Einstein Activity Capture does not show the open status, it can slow down follow-ups and confuse records. Signs like missing data on the Email Message page or the Leads & Contacts feed point to configuration issues. The following discussion looks at common pain points and how to get things working properly.
Real-world Experience
Consider a real case that highlights this common problem:
I've been using Einstein Activity Capture and turned on all the right settings. I added the Last Opened and First Opened fields, but I still can't see email open status on messages or in my leads and contacts activity feed. I even enabled enhanced email tracking, but nothing changes.
This story matches many reports in the Salesforce community where settings seem correct, but the data never appears as expected.
Einstein Activity Capture Solution
The common fix requires a careful review of your configuration. It is important to check field permissions, layout settings, and integration status between Einstein Activity Capture and your email system. These steps can often resolve the issue if done correctly. Here's exactly what you need to do to fix this problem:
Verify Field Permissions
Go to Setup > Object Manager > Email Message. Check that the Last Opened and First Opened fields are visible and not hidden by field-level security or page layout settings. This ensures the system can display the data.
Confirm Enhanced Tracking Settings
Review the enhanced email tracking settings in Setup under Einstein Activity Capture. Make sure the settings are enabled and correctly configured for your organization.
Check Email Connection
Ensure your email system (like Outlook) is properly connected to Salesforce. Verify that syncing is active and there are no connection errors. Look for warnings in your Einstein Activity Capture settings.
Refresh and Test
After adjusting settings, refresh your Salesforce page and test by sending a new email. Confirm that email open status updates appear on the Email Message page and activity feed.
Limitations to Consider
These fixes help in many cases, but sometimes there are delays in syncing data. Also, if there is a temporary outage or integration glitch, it may require additional follow-up with Salesforce support. The solution might not fix deeper customization issues or limitations in tracking advanced email metrics over time.
Alternative Solution
It can be really frustrating when Einstein Activity Capture doesn't show email open data as expected, leaving you with incomplete information. DryMerge offers a clear alternative designed to handle this challenge. DryMerge is an AI-native app that connects with Salesforce and multiple email systems to ensure your data is updated correctly. It checks and brings in details from your emails and calendars, so your records show when an email is opened without extra manual work. Using its built-in AI features, DryMerge picks out the most relevant details to support your follow-ups, ensuring that you get clear and accurate information every time.
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.
