Configuring Email Sync Jobs (Exchange + Salesforce)

Cloud Edition includes a variety of flexible synchronization settings for managing how emails are automatically recorded to Salesforce from Microsoft Exchange. Before enabling Email Sync, it is important for users to become familiar with the available Cloud Edition sync settings. The synchronization of emails, calendars, contacts, and tasks works similarly but can be managed separately based on user preference. In this section, you will learn how to access and alter the email sync settings available with Cloud Edition.


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Tip: Cloud Edition Admins have the ability to set default sync settings and/or lock down these settings to prevent end user override. Your instance of Cloud Edition may not allow you to change any/all of the settings described in this section, depending on how your Admin has configured your access. Settings that are preset and locked by an Admin are visible to end users but are grayed out and cannot be edited.

Configuring Email Sync Jobs

Log in to Cloud Edition, and select My Settings in the top right corner of the screen.




Locate the Sync Jobs section and note the information displayed for the Email Sync Object. At a glance, users can see whether the Email Sync is Enabled, when the sync was Last Run, and the configured Sync Frequency.



Tip: The first time you set up your Email Sync, the Enabled checkbox will be deselected, the Last Run date and time will be listed as Never Run, and the Sync Frequency will be blank.


Select the Edit link for the Email Sync Object to view the available sync options.



Tip: To review the sync settings without making changes, you can select Email to open the Email Sync Settings window. This will show all of the settings as read only. You can click the Edit button to make changes to the settings if needed.

Step_4 Select a sync option to enable Email Sync. Note that there are three modes to choose from based on how you would like the data to be handled.

  • Do Not Sync Emails:
    Disable Email Sync. Email sync is off by default for all new accounts and new users.
  • Attempt to Sync All Emails:
    Enable Cloud Edition to sync emails for which there is a Salesforce record with a matching email address.
  • Attempt to Sync Emails Only When Designated:
    Enable Cloud Edition to sync only the emails you opt into the sync. Designate emails to sync by applying a CRM Category in Exchange or by adding a Smart Address as a recipient. Designated emails still require a matching Salesforce record in order to sync.



Warning: If you enable Designate mode and run your sync, the items without a designation during the sync attempt will be excluded.

Tip: If an option other than Do Not Sync Emails is already selected for you during your initial set up, your Admin may have preconfigured the setting. If you are not able to change the mode selection, your Admin may have locked down the setting.

Tip: There are several ways to exclude an email from syncing.


  • Add an Exchange Category with the name DoNotSync to the email.
  • Include the DoNotRecord Smart Address as a recipient on the email. Adding the Smart Address to the Bcc field will hide this tag from other recipients.

Additional Resources: Learn more about Smart Address in the Configuring Smart Address Sync section of this User Guide.

Enter the preferred Sync Frequency in the provided fields. Select the day and time range during which you want the sync to run. Note that these times will be based on the time zone you set for your user account.



Tip: The maximum sync frequency cannot exceed 30 minutes. Users cannot sync more than 30 days of past emails and must sync at minimum 1 day of past emails.

Change the Folder to map the sync to look for emails in different Exchange folders. The default selection will be your Inbox and Sent Items in order to sync all inbound and outbound communication.


Choose a Salesforce Type to record emails to Salesforce with a default Activity Type. If no selection is made, the system will use the Salesforce default.



Select the checkbox to Automatically Record All Attachments to sync all of the attachments on any email that records to Salesforce.


Tip: If you want to selectively record attachments, leave this option deselected and use the Record Attachments Smart Tag.

Tip: Attachments that do not exceed 5 MB will sync to Salesforce. Due to Salesforce restrictions on file sizes, files larger than 5 MB will not sync. However, the email content will still sync to Salesforce.

Additional Resources: Learn more about working with attachments in the Syncing Email Attachments and Tagging Emails and Calendar Items with Smart Addresses sections of this User Guide.

Select or deselect the Alternate/Secondary Email Addresses checkbox to use additional fields when syncing emails.

Tip: If you have multiple email address fields on Contact or Lead records, this option will allow for syncing based on all of the fields. This option is enabled by default.

Click the Save button when finished. Then close the Email Sync Settings window.


The Email Sync will run immediately after it is enabled. The Sync Jobs will show the last run date and time and will reflect the Sync Frequency that was selected when editing the sync.

Tip: To run the Email Sync again, you can click the Sync Now option. This will place the Sync Job in the queue for processing. This does not mean that the sync immediately runs. The process can take several minutes depending on the amount of data that meets the sync criteria. To click Sync Now again, refresh the page

Tip: Emails that sync to Salesforce will be marked with a CRM category in Microsoft Outlook. This feature is not available for mobile users.

Tip: All email sync modes automatically identify inbound replies to your emails. When a reply matches an existing Contact or Lead in Salesforce, the email is recorded to the Salesforce record. This works with replies for up to 10 days after the original email.

Warning: During the sync, all fields (excluding Body and Subject) that are created or updated in Salesforce are validated for maximum length requirements and truncated according to Salesforce limits. Items with Subjects that exceed the maximum length requirements in Salesforce will not sync. By default, emails with Body character counts that exceed the maximum length requirements in Salesforce will be split and recorded as multiple entries.



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