> For the complete documentation index, see [llms.txt](https://product.realpadsoftware.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://product.realpadsoftware.com/en/features/email-integration.md).
# Email Integration
### Sales team
#### Troubleshooting
My email account is marked as Problematic.
1. Please report it to us! We will study what exactly went wrong.
2. Make sure your IT department sees this page.
3. If everything is correct, simply reconnect the account -> delete the connection and connect same account again.
Why I can't send an email?
1. Make sure your email account is connected and not Problematic in Settings -> User -> Email Accounts.
2. Make sure you can see the Activities tab. It's possible that you don't have permissions properly configured, in this case, talk to your administrator.
3. Make sure the customer, aka addressee, has an email entered in Customer details.
4. Once the "Send Email" form opens, make sure the subject of the email is present and the email body is not empty.
I don't see incoming emails
1. Give it a few minutes. We are finetuning the synchronisation time, normally the synchronisation takes around 10 minutes.
2. Make sure the receiving Email account is connected and not Problematic.
3. Make sure your permissions allow seeing Emails. Talk to admin.
*If nothing worked - please reach out to us at *
### IT Department
#### Security & Tech
* Realpad has registered applications for Email Integration Service (EIS) to access Outlook mailboxes using **OAuth for authentication and authorization**. Google Application Registration is in progress, if you want to apply anyway - we can have you whitelisted ad-hoc.
* Email Integration Service (EIS) is based on IMAP (Internet Message Access Protocol), any limitations to this protocol imposed by the Email provider will effectively render all related connected accounts as Problematic and cancel further synchronisation.
The setup is similar to "Allow your users to use 3rd party email client":
* [Google](https://support.google.com/a/answer/105694?sjid=5714103454496297067-EU)
* [Microsoft](https://support.microsoft.com/en-us/office/pop-imap-and-smtp-settings-for-outlook-com-d088b986-291d-42b8-9564-9c414e2aa040)
* Here is a full list of Microsoft permissions Realpad has to have for Integration to work correctly:
`IMAP.AccessAsUser.All, SMTP.Send`
`openid, email, profile, offline_access`
* Synchronization of new emails happens with variable frequency (once per 10-30 minutes, depending on multiple factors) or ad-hoc when UI implies it.
#### Synchronization logic
* IT Departments should be aware that the Realpad may store synchronized emails. Deleting them elsewhere does not affect the synchronised email stored in Realpad. This is subject to future changes about which IT Departments will be notified in advance.
* Emails are synchronized from the moment a user connects their mailbox to the CRM. Additionally, emails up to 1 month old will be recorded when the connection is first made.
* Ensure that customers have a valid email address in their CRM customer details, as the system will synchronize emails involving the customer's primary email address.
### Frequently Asked Questions
| Question | Answer |
| ----------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Can one user synchronise multiple inboxes with one user account? | Yes |
| Can someone else link an e-mail (his or mine) to my user account? | No, only the user himself can link an e-mail to his user account in CRM. |
| What if the customer has more than one e-mail registered in CRM in Additional contacts? | CRM will synchronise e-mails sent to/received/cc’ed only from the mailbox marked as primary email. |
| What if a user deletes an e-mail from his inbox after it is synchronised with CRM? | E-mail stays logged in CRM and will still be shown in the CRM interface. |
| What if an Additional customer is on the deal in the email copy? Will the email appear in the Additional Customer's Activity? | Yes |
| What if customer’s e-mail is changed? | CRM synchronises the e-mails with the new e-mail address successfully, but only from the moment when the new e-mail address was added to CRM. We do not synchronise e-mails that were exchanged before this moment. **Emails logged from the original e-mail inbox stay recorded.** |
| Are there any exceptions to what emails will be synchronised? | We will ignore any emails, where the sender (From) or any of the recipients (To, Cc) match any of the connected mailboxes, regardless if said mailbox was disconnected (delete button in CRM) or problematic. We also supposedly ignore draft emails, but that works only if a provider (Outlook, Gmail) correctly marks them as such in IMAP protocol. |
---
# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter:
```
GET https://product.realpadsoftware.com/en/features/email-integration.md?ask=
```
The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.