Mail and calendar troubleshooting

If an email or meeting you expected isn’t in Lightfield, check the connection, record-creation settings and sync filters below. Each account’s settings are on its page in Settings → Mail and Calendar; click the account to open it.

Who can use it

Every plan. You can check and change the settings of your own connected accounts. Settings marked as admin-only below need an owner or admin.

Troubleshooting

An email is missing

1. Is the person new to your CRM? With When you reach out (the default) or When someone responds, inbound email from someone who isn’t in your CRM yet doesn’t create a new contact. Reply to them, or set the account’s Account & contact creation to Always. See How records are created.
2. Is your account connected? On the Accounts tab, look for Disconnected next to the account. If you see it, open the account and click Reconnect in the banner, then grant every permission (mail, calendar and contacts). See Reconnect a disconnected account.
3. Is anyone on the email blocked? Check Blocked senders and domains under Exclusions on the account. If anyone on the email is on it, the email is ignored. Remove the entry if it was added by mistake. An admin’s workspace Do not track list blocks email the same way; see General.
4. Is Account & contact creation set to Off? If the sender isn’t already a contact, no new record is created from the email. Choose another creation option if you want new contacts added automatically. This setting doesn’t prevent activity from linking to existing contacts.
5. Is it internal? Email where everyone is on your workspace’s domains isn’t synced.
6. Is it from a personal address? If everyone outside your workspace uses a personal domain such as @gmail.com, the email is left out unless one of them is already a contact. To include personal addresses, check Create contacts from personal email addresses (eg. @gmail.com, @outlook.com) under Account & contact creation.
7. Is it automated? Out-of-office replies, auto-responders, email with unsubscribe links or bulk-mail headers, and email from automated senders such as noreply@ or notifications@ are filtered out. Genuine replies from the same people still sync.
8. Is it older than your backsync range? Email from before the account’s Backsync range isn’t synced. You can extend the range on the account’s page; see Backsync range.
9. Is it very recent? New email usually appears within a few minutes.

Still missing? Give the agent the affected address and approximate date so it can investigate the sync and search for the message.

An email synced but isn’t on the contact

Lightfield links email to contacts by email address. If the contact’s record has a different address from the one used on the thread, the email won’t appear on that contact. Add the address the person actually uses to their contact record.

If a contact was deleted and created again, older email may still be linked to the deleted record in Deleted Items. Restore the original record (see Deleted items), or ask the agent in chat to help you merge the two (see Merge duplicates).

A meeting is missing

1. Is the meeting internal? By default, only meetings with at least one participant from outside your workspace are tracked. To track internal meetings too, set the account’s Calendar sync to All meetings. See Calendar sync.
2. Is your calendar connected? Check the account’s status on the Accounts tab.
3. Is an attendee blocked? If any attendee is on Blocked senders and domains, the meeting is ignored and the recorder doesn’t join.

If the meeting is in Lightfield but wasn’t recorded, see Recording.

Email from an address I blocked still shows

Blocked senders and domains covers only your own mailbox. When a teammate’s connected mailbox has the same email or meeting and their list doesn’t block it, it syncs through their mailbox.

To keep it out for everyone, ask each teammate on those threads to block it too, or ask an admin to add the domain to the workspace Do not track list in Settings → General. See General.

Common questions

Are sent emails synced? Yes. Lightfield syncs both sent and received email. Email you send from a connected account to an external contact appears on the contact, their account and any opportunity linked through that contact. Email you draft and send from Lightfield is logged too. Email sent to anyone you’ve blocked isn’t stored.

Are BCC’d emails synced? Yes, when a connected mailbox has a copy. People you BCC are treated like other recipients, and email you’re BCC’d on syncs like any other, both following your Account & contact creation setting. Lightfield never sees the copy in a mailbox that isn’t connected.

How long does a new email take to appear? Usually a few minutes. Lightfield syncs continuously.