Email sync


This article applies to:

Our Email Sync connects Keap with your existing Microsoft or Gmail email account. Incoming and outgoing emails exchanged with your IS contacts automatically sync to your client records, so you can quickly search and view your interactions alongside other key customer information. 


Which email products are supported?

  • Gmail
  • Microsoft: Exchange Online, Office 365, Hotmail.com, Live.com, MSN.com, Outlook.com, Passport.com.

Pro-Tip! If you are syncing a Microsoft email, your email must be hosted by Microsoft. It is possible to use an email not hosted by Microsoft in applications such as Microsoft Outlook, so double-check where your email is hosted if you encounter errors with a Microsoft email.

Determine if your Outlook account is hosted by Microsoft Exchange

  1. Open Outlook and click the File tab.
  2. Click Account Settings and select Account Settings.
  3. In the pop-up box E-mail tab, the account names and types are listed for each account.

How it works

Every correspondence you send from or receive to your Microsoft or Gmail email account will appear on the Email tab of the contact record. Gmail does not display any emails to/from non-contacts.

Note: Keap will not sync any emails from contacts who share an email address with a user in your application.

Attachments

  • Attachments sent from Microsoft will be shown but not opened.
  • Attachments in Gmail are not synched.

Email history 

Email history starts from the moment you enable the sync. Any emails sent before the sync will not be visible in the email history.   

One way sync

Emails you send from Keap won't sync back to your Microsoft or Gmail email account, but are recorded in the activity feed and email page contact record. 

Identify synced emails

Easily identify emails that were sent by you through your Gmail account or emails you received from your contact by the Sent by information where the synced email address will be shown.

Contact's main email

The contact record consists of one main Email address field and two additional Email address fields, which are located under Additional info. Emails sent to and/or received from the additional email addresses will not be included in the Email history. Only emails sent to or received from the contact’s main email address will sync in Keap.

Set up Gmail email sync

  1. Navigate to Settings, located in the top right drop down.
  2. Click Integrations. 
  3. Click Connect on the Google Gmail card.
  4. Select the Gmail account you would like to sync.
  5. Click Allow.

Note: Keap will never ask for or store your Google password.

Set up Microsoft email sync

  1. Navigate to Settings, located in the top right drop down.
  2. Click Integrations. 
  3. Click Connect on the Microsoft Email card.
  4. Sign in to Microsoft online and select the account you want to link.

FAQ

How often do email inboxes sync?
Email inboxes do not sync at set intervals. The system checks for opportunity to sync every 5 to 10 minutes. The sync occurs shortly after an account sends or receives an email related to a contact in the Keap app. If there is nothing to sync it indicates "last synced x days ago" which is the last time it found an email to sync. The status “Pending” means no emails have been synced yet . Once you send or receive an email from one of your contacts it will update to “Active”.

Which email fields does this tool sync with?
The contact's primary email field only. Other email fields or custom fields will not be synced.

Which email accounts do not work? 
All Microsoft accounts except for Exchange servers will work with Email Sync.

Can I remove emails after I have synced an inbox?
To remove all emails from a synced inbox, navigate to Settings > Integrations and disconnect the email address. Then select the checkbox to erase the email history.

Are attachments synced to my Keap account?
No, email attachments are not included in the email sync. Only the email content is synced.

Where can I see synced emails in my Keap app?
Emails display in a client’s contact record email page and the activity history section of the contact record.

Can I sync multiple emails to my Keap account?
Yes, you can sync multiple email accounts to one Keap account, even if they are from the same email provider. Please note that adding an excessive number of email accounts can result in performance issues in the app.

Does Email Sync also sync information from my calendar?
No, Email Sync for Microsoft and Gmail does not sync calendar appointments. 

Is my entire email history synced when I set up email sync?
No, only emails received after syncing are imported. Past emails do not sync. 

I don’t want my email to continue to sync. Can I stop the email sync?
Yes, you can disconnect an email inbox to stop the email sync. Navigate to Settings > Integrations and disconnect the email address. 

Will emails sent from Keap sync to my external email account?
No, emails sent from Keap are not synced to your external email account. Email sync only affects emails sent or received by a Microsoft or Gmail account that is linked to Keap.

Which emails will sync from my Microsoft/Microsoft/Gmail email account?
Only emails that are sent to or from a contact in your Keap account will sync. We automatically do not sync any emails from contacts who share an email address with any user in your application.

Will a new contact be created for emails from addresses not listed in Keap?
No, emails from addresses that do not belong to a contact in your app will not sync.

Can all users see a contact’s email history, regardless of which user added it to the account?
Yes, all users are able to see a contact’s email history, regardless of which user added it to the account.

In the contact record, it says my emails last synced 5 minutes ago. I see all the emails from my Gmail accounts, but not one I just sent from my Microsoft account.
The last synced status refers to the most recent inbox that was synced. In order to see exactly when each inbox was last synced, navigate to Settings > Integrations. 

Troubleshooting

I received an error message, what should I do? 

Error

Description

Recommendation

"Access denied for this account."

Permissions for a specific email address are disabled by the user or provider; e.g., a user changed the email password, or app permissions were disabled, or an incorrect authentication token was provided.

If your password was recently changed, disconnect and reconnect your email account with the new password. When connecting the email, enable permissions at the provider (email account).

"Authorization has been revoked for this account"

Email sync permissions for an email address have been revoked by Keap. This is either a manual revocation or Keap has been notified of removed permissions on the provider side and has actualized accordingly.

Enable permissions on the provider side or call Keap Support. 

"Email is not enabled for this account".

The email address does not exist or is not supported for this provider.

Make sure email is correctly associated with either Google or Microsoft. Make sure the email is spelled and entered accurately.

"This app has become unavailable"

A Keap account no longer exists or has been closed.

 Call Keap Support.

"Access denied for this app"

Permissions for sending email sync updates to Keap has been revoked.

 Call Keap Support.

"Unknown error reading email from provider, please check again later"

 Unknown error not covered by any other error message.

Try again. If the problem persists, call Keap Support.

"Unknown error reading email from provider, please check again later"

 Unknown error not covered by any other error message.

Try again. If the problem persists, call Keap Support.

"Unknown error importing email, please try again later"

Unknown error not covered by any other error message.

Try again. If the problem persists, call Keap Support.