If you joined Event Temple before February 2024, you may have selected only emails initiated from Event Temple within your email settings.
This means any emails that were sent (initiated) from your email account, rather than Event Temple will not be synced.
If you update your email settings, any future emails sent from your email provider will be synced in Event Temple. Use the BCC/Forwarding email to send any previous emails to Event Temple for record keeping purposes.
Event Temple supports two types of email connections:
Default Event Temple Email: Emails sent using Event Temple’s platform when no third-party email provider is connected. In this case, replies will typically go directly to your login email’s inbox and may not sync back into Event Temple.
Third-Party Email Provider: If you connect your personal or work email using a third-party email provider (e.g., Gmail or Outlook), replies to emails sent from Event Temple will sync back into the platform automatically. However, emails you send directly from your email provider, rather than through Event Temple, and their replies may not link back to the platform.
Sync Settings work as follows:
Only emails initiated from Event Temple -
Replies to emails sent from Event Temple will sync
Emails sent from your email provider will not sync
Replies to emails sent from your email provider will not sync
All emails from contacts in Event Temple
Emails associated with an Event Temple Contact will sync if they are the sender or a recipient in the 'to' field only. If a Contact is cc'ed, the email will not sync.
Emails sent directly from your email provider to an ET Contact will sync to ET.
Note on Shared Emails:If multiple users connect the same email address, only the first connected user will see replies synced in Event Temple. To avoid confusion or missing emails, each user should connect a unique email address. Additionally, if you use shared email accounts, certain replies might not sync correctly because conversation threads may not map to the original email sent by the platform. This is common during testing or collaborative scenarios.
If you have 'All emailed from contacts in Event Temple' selected, or joined us after February 2024 please reach out to our friendly support team who will be happy to investigate further.
Common Reasons for Sync Issues
New Email Threads Created: If the recipient replies to your email from their email provider but the response creates a new thread instead of continuing the original one, the system may fail to recognize and sync the reply.
Testing or Shared Email Accounts Scenarios: When using shared email addresses, especially during account testing or collaboration, conversation threads might not be mapped accurately to the original email, causing a sync failure.
Contact Not Added in Event Temple: Syncing requires that the email’s recipient or sender is already saved as a contact in Event Temple. Adding the contact may resolve this issue.
Using Event Temple’s Default Email: Emails sent using the default Event Temple email might not sync back, as replies are delivered directly to your email inbox instead. Switching to a third-party provider can address this.
Best Practices to Avoid Syncing Issues
Ensure that replies are sent within the same email thread whenever possible, without creating new conversations.
Limit testing or mock emails using shared email accounts unless necessary, as they increase the probability of thread misalignment.
Double-check recipient replies to confirm they are part of the original thread, especially when working with external providers. If the issue persists despite following these best practices, we recommend reaching out to Event Temple Support for further assistance.
Troubleshooting Email Sync Issues
Follow these steps to troubleshoot and resolve email synchronization problems:
Check your email settings:
Go to Settings > Personal Settings > Email.
Disconnect your email:
Select the option to disconnect the default Event Temple email.
Switch to a third-party email provider:
Choose "My own email provider" in the email setup menu.
Enter your email address and click Authorize.
Sign in with your credentials to reconnect your email. This process ensures your email is correctly configured to sync replies back to Event Temple.
Frequently Asked Questions (FAQs)
Q: Why doesn’t my test email reply show up in Event Temple? A: Replies may not sync if the system identifies the email as originating from outside Event Temple. To prevent this, ensure your reply is sent from within Event Temple and that the contact involved is already saved in the system. Q: What happens if I send emails directly from my personal email account? A: Emails sent outside of Event Temple and their replies may not sync back into the platform, as Event Temple treats them as new, disconnected threads. Use Event Temple to send emails for accurate synchronization. Q: How can I fix emails not syncing back into Event Temple? A: Reconnect your email provider by accessing Event Temple's email settings and switching to a connected third-party email. Follow the troubleshooting steps outlined above for detailed instructions.
How to Troubleshoot Email-Sending Errors
Overview of Email-Sending Issues
Users occasionally encounter email-sending issues within Event Temple that prevent messages from being sent. These errors may manifest with messages such as 'failed email' or 'Nylas SDK timed out before receiving a response from the server.'
Common Causes
Temporary glitches in connectivity between your email account and Event Temple
Server response timeout errors, often related to integrations with providers like Nylas
Steps to Resolve Email-Sending Errors
Follow these steps to troubleshoot:
Disconnect and Reconnect Your Email Account:
Navigate to your Personal Settings in Event Temple.
Go to the 'Email Settings' section.
Disconnect the affected email account.
Reconnect the email account by following the on-screen instructions. This solution helps resolve most connectivity issues by refreshing the connection between Event Temple and the email service provider.
Check for Timeout-Specific Errors: If you encounter an error message stating 'Nylas SDK timed out before receiving a response from the server,' it indicates a temporary issue with the integration provider handling email services. Reconnecting your account as described above should rectify this issue.
Failed Email Error: A general 'failed email' error without specific details also often stems from a connection problem. Reconnecting your email account can typically resolve such instances.
Further Assistance
If the steps above do not resolve the issue:
Verify that your email provider's services are online and not experiencing outages.
Contact Event Temple customer support for further assistance. By following these guidelines, you can effectively troubleshoot and resolve most email-sending challenges encountered in Event Temple.