Introduction
Many sales teams rely on Einstein Activity Capture to automatically log emails in Salesforce. However, using a shared email address without an Office365 account often causes sync failures. This leads to missing data and extra admin work. The following article explains the problem and guides you through practical steps to fix it.
Real-world Experience
Consider a real example that shows how this problem can occur.
I've been trying to capture emails from a shared mailbox (info@xxxx) using Einstein Activity Capture. Even after setting org-wide sharing, my emails are not being shared because I can't link the email without an Office365 account.
This example shows a typical case where shared mailboxes struggle to sync without the proper account setup, highlighting a common challenge with Einstein Activity Capture.
Einstein Activity Capture Solution
Einstein Activity Capture needs each email to come from a linked Office365 account to sync correctly. Some steps include checking configuration settings and adding the shared mailbox as an acceptable email address. Community tips suggest verifying user permissions and settings, yet the process remains clunky without a proper Office365 link. Below are the steps needed to resolve this issue:
Verify Configuration Settings
Go to Salesforce Setup and review the Einstein Activity Capture configuration. Ensure all settings and permissions are correctly enabled for sharing emails.
Add Shared Mailbox to Email Preferences
In your personal profile, navigate to 'My Email to Salesforce' and add the shared mailbox address under 'My Acceptable Email Addresses'. This tells Salesforce to recognize emails from that address.
Confirm User Association
Check that the user assigned to the shared mailbox has the necessary credentials. Without an Office365 account, linking might require additional admin setup or workarounds.
Limitations to Consider
Even with these steps, Einstein Activity Capture shows limitations when handling shared mailboxes without a proper Office365 account. This can lead to missed emails, extra configuration work, and ongoing sync challenges as team demands grow.
Alternative Solution
It can be really frustrating when Einstein Activity Capture doesn't work as expected, especially when you rely on it to sync shared email data without an Office365 account. DryMerge offers a different path that directly addresses this problem. DryMerge is an AI-native app that integrates with Salesforce and your shared email sources to keep your data accurate and up to date. It checks your emails and calendar events, then creates or updates records in Salesforce so that nothing slips through the cracks. Using its AI capabilities, DryMerge picks out the details that matter to you, ensuring that the right information makes it over to Salesforce 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.
