Introduction
Salesforce admins sometimes face a challenge where emails sync to the Account even when there is an Opportunity Contact Role. This misrouting causes confusion and impacts sales tracking. The problem often lies in how Einstein Activity Capture is set up. The following article explains the issue and guides you through practical steps to resolve it.
Real-world Experience
Consider this real-world example that many admins have encountered:
I've noticed that even with an active opportunity contact role, all emails sync to the account. I expected the emails to appear on the opportunity.
This case shows a common scenario where email activities are misdirected, affecting communication tracking and sales reporting.
Einstein Activity Capture Solution
The discussion points to a common fix using Einstein Activity Capture settings. Many users have found that the solution involves checking the settings to ensure that emails related to Opportunities are captured properly. In some cases, the 'Opportunity Email' option under 'Capture Emails and Events' needs to be enabled. The community has shared that misconfigurations lead to emails landing in the wrong place. Below are the steps needed to resolve this issue:
Access Einstein Activity Capture Settings
Go to Setup in Salesforce, then navigate to Einstein Activity Capture settings. This is found under Setup > Einstein Activity Capture.
Check Capture Settings
Look for the 'Capture Emails and Events' section. Ensure the checkbox for Opportunity Email capture is selected so that emails sync to Opportunities.
Verify User Permissions
Make sure that your user role has the needed permissions to view and modify Einstein Activity Capture settings. Sometimes missing options are due to permission limits.
Test the Configuration
After making adjustments, send a test email. Verify that the email correctly syncs to the Opportunity rather than the Account.
Limitations to Consider
While the above steps often resolve syncing issues, some users may still experience limitations. The setting may not display correctly due to permission restrictions or system updates. Additionally, this solution depends on Salesforce's configuration, which may change over time and require further attention to maintain consistent functionality.
Alternative Solution
It can be really frustrating when Einstein Activity Capture doesn't route your emails correctly, especially when you need precise tracking. DryMerge offers an alternative approach that directly tackles this issue. DryMerge is an AI-native app that connects with Salesforce and your email system to keep your records updated accurately. It checks emails and calendar events, then updates the right Salesforce records based on the information it finds. This means your emails end up in the right place without extra manual work. The tool uses AI to pick out the details that matter most to your tasks, ensuring that the information is both relevant and reliable.
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.
