Inbox sync issues usually come from expired provider access, selected mailbox scope, unmatched customer identifiers, duplicate records, or recent messages that have not synced yet.

What this guide helps you do

• Identify why customer email threads are missing or stale.
• Reconnect a mailbox when authorization expires.
• Check customer matching before creating duplicate records.

Before you start

• Know the mailbox, customer email, and approximate thread date.
• Confirm whether the problem appears in Inbox, Customer 360, or both.
• Avoid reconnecting or recreating records before checking scope and identifiers.

Do it manually

1. Open Customers and choose Inbox or the customer record.
2. Check selected mailbox scope and provider filter.
3. Confirm the mailbox connection health and reconnect if prompted.
4. Search for the customer by email and check for duplicates.
5. Confirm the email address on the customer record matches the thread.
6. Refresh after reconnecting or changing scope.

Ask Faster AI

• Troubleshoot why this customer email thread is not showing in Customer 360.
• Check connected inbox health and tell me which mailbox needs attention.
• Find possible duplicate customer records that could be splitting this email history.

Review before saving or applying

• Do not connect someone else’s mailbox without permission.
• Do not merge records solely to fix email display until identifiers are confirmed.
• Avoid using customer email content outside the customer record unless it is appropriate.

Common issues and fixes

• If authorization expired, reconnect the mailbox.
• If the wrong mailbox scope is selected, choose the mailbox that received the thread.
• If the customer email changed, update the record after verifying the new address.
• If two records split history, review duplicates before merging.

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• Video placeholder: add a short walkthrough that starts in Customers, shows the manual path, then shows how to ask Faster AI and review the result before saving, sending, merging, or assigning work.

Related help

• Connect your inbox to customer records
• Triage customer email threads
• Find and merge duplicate records

Use it in daily operations

• Before saving, confirm the customer, company, owner, lifecycle stage, and next action are correct for the business process.
• When AI helps with customer context, ask it to summarize the record and list assumptions so a teammate can review without exposing private details publicly.
• Use tasks, notes, saved views, or pipeline updates to turn customer context into an explicit follow-up instead of leaving it only in the timeline.