Mail Sync FAQ

Overview

This article covers some of the commonly asked questions pertaining to the Mail Sync feature.

Linked Articles:

- Mail Sync


How many email accounts can I track?

Each admin user can connect one email account for Mail Sync email tracking.


What if I email 2 contacts at once?
Two email notes will be logged for each contact, as long as both contacts exist in your database.


How can I prevent an email from appearing in Kindful?
Add exclude@kindful.com to the BCC line of your email.


Why didn’t an email appear on a Contact record in Kindful?
Verify it was sent to or from an email account connected to Kindful via Mail Sync. View active email connections by going to Mail Sync in the App Directory. Click Update Settings to view the Mail Sync app. 

Connected_Emails_on_Mail_Sync.gif


Check if exclude@kindful.com was entered into the BCC
Verify the correspondence wasn't with someone from the organization’s domain


Why does the message appear truncated in the details of the Activity?

There are time when the server is not able to fully parse the contents of this email due to invalid formatting of the email being tracked. This is most commonly due to invalid formatting within the email. Most often, in cases such as this, it is in the HTML markup of the email - for example it could be something in a header or signature block.


How can I see all emails I sent to a contact?
You can use a filter to see these emails. In Kindful, go to Activity. In the filter bar (underneath "Current View"), select Add to add a new filter, then type in By Name. Enter the contact's name. Press inside the filter bar again, and add the filter Activity Type then Note. This will show all notes associated with that contact. You can scroll down the list to view all the received an email note types.


How can I see all emails I received from a contact?
You can use a filter to see these emails. In Kindful, go to Activities. In the filter bar called "Current View", select the Add option to begin a new filter, then type in By Name. Enter the contact's name. This will show all activities for the contact found with your search.

Now, we want to find only the notes for this contact. With the By Name filter still applied, click inside the Current View filter bar again, and add the filter Activity Type then Note. This will show all notes associated with that contact. You can scroll down the list to view all the sent an email note types.


How long does it take before the email note appears in Kindful? 
Mail Sync refreshes every 10 minutes.


Can I change or delete the email note in Kindful?
Yes, you can either delete the email note or edit it. Find that note activity by viewing it in the dashboard, on a donor profile, or in Activities. When you expand a note activity in Kindful, both a Delete and an Edit option will appear. Choose Edit to change the note.


What can I edit in an email note?
The contact, subject, date, note type, campaign, note, and attachments fields can be edited. Sender email address, sender name, and message body are not editable to preserve accuracy of your email history.


What if multiple contacts in my database have the same email and I send an email to that email address?

An email note will be added to the contact record with the earliest "Created At" date.


Will my email alias work to connect with Kindful via Mail Sync?

Currently, no -- alias email accounts are not supported with Mail Sync.


What are the Requirements?

    • Kindful admin user account required
    • An active Kindful and Mail Sync subscription required

Still have questions?

Feel free to send our support team an email, or you can call the phone number found in the lower left hand corner of your Kindful Admin account to speak to a team member. 

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments