Introduction
Salesforce admins face challenges when emails do not attach to existing threads in Einstein Activity Capture. The system fails to merge emails with identical names, which can lead to lost connections and duplicate records. This problem disrupts workflow and makes it harder to track communications accurately. The following sections explain the issue and provide clear steps to fix it.
Real-world Experience
Consider this real-world example that highlights the common conflict.
I've just started using Einstein Activity Capture after upgrading my org, and I noticed that when I log an email like 'Monitoring Contracts with Inspections Included', it won't attach to a thread that already exists with the same name. Is this a known issue or something I can fix with configuration?
This example shows a typical case where identical email subject lines confuse the system, causing sync issues that many admins report.
Einstein Activity Capture Solution
Analysis of community feedback and Salesforce guidelines shows that the issue arises from how Einstein Activity Capture matches email subjects for threading. The system treats emails as new if the subject line does not exactly match, which leads to missed connections. Attention to specific thread-naming rules and duplicate settings is key. Below are the steps needed to resolve this issue:
Verify Email Thread Settings
Go to Setup > Einstein Activity Capture settings. Check the configuration for thread matching and ensure it is set to merge emails with identical subjects.
Review Duplicate Handling Rules
Examine your duplicate email settings in Salesforce. Adjust parameters so that emails with the same subject are recognized as part of the same thread.
Update Configuration Conventions
Modify naming conventions in your email capture settings. This may involve standardizing subject lines or adding unique identifiers to prevent misalignment.
Test and Validate Changes
Send test emails to an existing thread to confirm that the system now links them correctly. Repeat testing to ensure consistent results.
Limitations to Consider
While these adjustments can clear up immediate thread issues, they depend on precise configuration that might not suit all environments. There is also a risk that future updates or unique subject lines may still cause discrepancies, requiring ongoing administrative oversight.
Alternative Solution
It can be really frustrating when Einstein Activity Capture doesn't link emails correctly, causing lost connections and duplicate records. DryMerge offers another way to handle this issue. DryMerge is an AI-native app that integrates with Salesforce and your current email system, ensuring information is kept up to date in Salesforce. It works by matching emails, events, and attachments with the correct Salesforce records so that your communication threads stay connected. DryMerge checks details and keeps records in order to fix and prevent the threading problem. Its built-in AI focuses on the exact details you need, making it easier for you to track conversations without the hassle of duplicates or missed links.
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.
