Common Reasons
1. Initial Sync Still in Progress
Email sync takes time, especially for large mailboxes.- Calendar sync: Completes in minutes
- Email sync: Can take several hours for large mailboxes
2. Contact Doesn’t Exist in Twenty
Emails only appear on existing People records. If the contact wasn’t created yet:- Enable Contact Auto-Creation in your mailbox settings
- Or manually create the Person record first
3. Internal Emails Are Excluded
Emails between colleagues (same email domain) are never synced to maintain privacy. Solution: This is expected behavior. Only external emails are synced.4. Email Is from a Group or Distribution List
Group emails and distribution lists are excluded from sync. Solution: This is expected behavior.5. Folder Not Selected for Sync
If you’re using the Message Folder feature, some folders might be excluded. Solution: Go to Settings → Accounts, select your mailbox, and check folder sync settings.6. Wrong Email Address on Record
The Person record might have a different email address than the one used in the email. Solution: Add the correct email address to the Person record.Still Not Working?
- Try disconnecting and reconnecting your mailbox
- Contact support if issues persist