Help and Support » FAQs » Why weren't any emails imported?

Why aren’t emails pushed into Accelo?

With all of the emails you and your team are exchanging with clients and syncing with Accelo through your individual email accounts and your bulk Requests inboxes, there can be several reasons why an email would not appear in Accelo. We’ve outlined some of the most common reasons below: 

Using this guide, you can understand some of the most common reasons why your emails haven’t appeared in Accelo:


Email Integration

Once you’ve integrated your Google Apps, Gmail, Microsoft Exchange or Office 365 account, there are a few important details of the email integration to note -


Accelo’s email integrations work by syncing email sent to or from your Accelo contacts. That means that emails which are exchanged with contacts that don’t exist in Accelo will not be synced. The email sync then works by checking your email account for new emails every 15 minutes, and queues any new emails for sync. Depending on how many messages need to be synced, the final syncing process can range anywhere from five minutes to an hour. To ensure that your sync occurs as quickly as possible, see our best practice guide below. 

The email sync does include one exception to the existing contact rule - if an email includes an email address whose domain matches that of an existing contact, Accelo will automatically create a new contact for the address, and sync the email. That process is called the Auto Create Contacts tool, and can be configured by each user in their Accelo user preferences. 


It is important to note that G Suite offers a special connection method, which can be used to connect your entire G Suite domain to your company’s Accelo account.  Individual non-G Suite Gmail accounts, and all other email addresses are connected individually by each individual user.

Once you’ve connected your email account to Accelo, the final and most important step to begin syncing your email is to turn the integration’s Email Sync options On. The email sync is turned Off by default, and must be enabled before syncing will begin.

When Accelo checks for new emails, it does so by checking the Inbox and Sent Items folders for new incoming and outgoing email.  Emails which are moved to other folders will not be synced. 

Mitigating the Email Integration Delay (Auto-Forwarding)

Because Accelo’s email syncing process queues up new messages for syncing every fifteen minutes, there can be a delay in the emails which you find in Accelo, and those found in your existing email account.   

To ensure that your email syncs as quickly as possible, we recommend setting up an auto-forwarding rule in addition to the existing email integration in order to push emails instantaneously into Accelo, skipping the email syncing process entirely.  To set up that auto-forwarding rule, simply follow the guide for your email service:

Internal Communications (Staff Member A <> Staff Member B)

Because internal correspondence has a tendency to contain sensitive, internal information, Accelo does not capture internal emails.  Internal emails refer to any email which:

  • Was not sent to or from an Accelo contact

  • Is not a Forward or Reply to an email which did involve a client

To better sync and account for internal correspondence which is relevant to client work, we recommend creating and sending your emails directly from Accelo.  Messages which are sent from Accelo are automatically captured, but also offer instant access to Accelo’s email privacy tools to instantly mark confidential messages as such.  

Request Queue Functionality & Settings

Because your Request addresses, such as [email protected] and [email protected], often encounter emails from potential new contacts, Accelo offers a special tool called Unknown Sender Handling.  This tool is used to customize whether emails from unknown contacts to Request addresses are captured, and if so, to what degree they’re captured.  

Requests which are sent by staff members to your request addresses are not captured, as they are sent by a staff member to an internal address, and are therefore treated as internal.  Forwarding a client’s emails will be captured.

There are four options for how Requests handles client emails, and which are typically the culprit when a new request is not captured:

  • Only add the sender if we can match it to an existing company:  If your request was sent by someone who doesn’t exist in Accelo as a contact, and is not part of a company that already exists in Accelo, their request will not be captured.

  • Add them as a lead and convert them to a contact later:  Captures all client requests

  • Add them as a new contact straight away: Captures all client requests

  • Ignore emails from unknown contacts completely: If your request was sent by someone who doesn’t exist in Accelo as a contact, their request will not be captured. 

For more information setting up and customizing your request queues, click here.

Hidden Emails

By default, all emails synced with Accelo are visible to your team.  However, Accelo recognizes that not all emails are meant for all eyes, and as a result, offers special privacy tools which can be used to hide the content of emails from team members who weren’t otherwise included in the conversation.  These privacy tools can therefore cause emails which you might otherwise expect to see, to not appear in your Accelo account.  Based on your privacy preference, these emails would appear as:

  • Confidential: Confidential emails will include a one-line note in the Stream that “A confidential activity occurred between _____”, noting the people involved.

  • Private: Private emails are completely invisible to users in Accelo who were not involved in the conversation.

Email privacy can be configured on a per-user, per-email, per-client or per-contact basis.  Further details on Accelo’s email privacy tools can be found in our email privacy guide.


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