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forwarded email not received

Recent email I have forwarded from Outlook to Insightly have not been received in the Insightly email inbox. It has worked in the past. Is there a problem with Insightly now?

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  • I just tried I forwarded an email from my outlook 365 inbox to Insightly and I see that email was received in my Sent folder. Can you please check your Insightly Sent folder?

    Thank you,

     

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  • Thanks for responding. The email is in my insighly sent folder, but why since it was sent through outlook. Also, other emails sent from outlook go to the insightly received folder, so how is it determined which folder it goes to?

    thanks

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  • MBenwitt,

    This is a very frustrating situation, and makes managing emails very very hard. I brought up the situation to Insightly support and, after weeks of going back and forth, they said "this is just how it is". You can view my long long thread about this here..

    http://support.insight.ly/hc/en-us/community/posts/202366164-Forwarded-Emails-Show-Up-in-Sent-Tab-

    I would like to provide a "simple" reason why, but I still do not have my head wrapped around it. Mainly because I think it is an awful situation and a bug that should never have been there to start.  Pretty much they said that if you send a new email to your Insightly account, coming FROM the same email address that is registered to your email address, that Insightly will think that it was sent from Insightly. Pretty stupid.

    To get around this you have the following options:

    1. Don't send a new email from yourself.
    2. Only forward emails to Insightly.
    3. Enter things directly into Insightly.

    I 100% feel that all three situations above are not realistic. I create new messages on the fly and email them to myself all the time. Because of this stupidity, and some other issues, I have almost completely stopped using Insightly.

    Insightly has said that if you need to quickly get things into our account (I was using email to do this), you will want to check out the Sidebar functionality coming soon. Though this also has limitations... like you have to use Chrome and that I still can not just email myself information. Anyways.. if you want to read up on this you check out this thread..

    http://support.insight.ly/hc/en-us/community/posts/203000870-Coming-soon-The-Insightly-Sidebar?page=1#community_comment_203355210

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  • Hi mbenwitt:

    Here is a Summary of where the emails are distributed - Sent or Received folder:

    1. Email sent from within Insightly will appear in SENT
    2. Email sent from the email account that matches the user's email address.
      a) All new, composed email (TO:) will appear in SENT
      b) Forwarded email from the inbox will appear in RECEIVED
      c) Forwarded email from the sent folder will appear in SENT
    3. Email sent from an email account different than the user's email address
      a) All new, composed email (TO:) and forwarded email will appear in RECEIVED

    If you're emails are not matching this, please let us know.

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  • Emails forwarded in Outlook to my insightly email address go to either my Sent or Received folder. All of these emails are also linked to my name in contacts which it's like was automatically set-up.

    How do I easily send/link an Outlook email to an insightly contact?

     

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  • @mbenwitt- When forwarding an email, the first few lines(email address, subject, etc.) for the Contact will be searched and therefore linked. So you want to confirm the email has the same email address as your Contact within Insightly.

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  • I don't understand what you mean about using the same email address as my contact. I don't what to send them an email, only have a particular email connected to them. When I forward an email I put the name of the associated contact in the subject line, but that does not connect it with that person, only to my name in the contact.

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  • @mbenwitt- I'm going to create a support ticket for you so additional details using your account can be provided. :)

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  • Hello, I've got the same issue. I've been using Insightly for more than a year now but recently started using the email forwarding & linking to contacts/leads feature. I'm forwarding some email and not receiving them in Insightly.

    I've tried linking emails via the Chrome Sidebar, but when I hover the mouse over a contact email, it doesn't show me any record in Insightly. And that's wrong, as I have the relevant contact and email inputted in.

     

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  • This has been happening to me as well. I forward an email from my business email platform to my Insightly email address.  I then look in Insightly in all three of these places and cannot find the email I forwarded.

    1. Email Sent

    2. Email Received

    3. Home Activity Thread

    This has made it very difficult/impossible to link email history to Contacts and Opportunities.

    Has Insightly determined the cause of this recurring issue or a solution?

    Thank you!

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  • Hi Fun Director:

    I just tested your Insightly email by FWDing an email to your Insightly email address and it appears in the Received tab. Some email service providers will block emails from going out if they find something off about the email address, too many links in an email etc

    Can you try adding your Insightly email address as a Contact in your address book then FWDing the email?

     

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  • I think this is pretty stupid. Previous I could forward an email from insightly from Office 365 (and account that was linked to Insightly) and emails would appear in the received email box. Now I have to look in received and sent because sometimes I am forwarding emails and sometimes I am creating a new email???? Was this changed recently becuase it only seems to have been happening in the last few weeks?

    Regards

    Phil

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  • Hi Phil:

    Here's a little more information on how saving emails works.

    • Emails you SEND will be filed in the SENT folder. This includes email templates, BCC or CC to your email address or FWDed message from your SENT folder.
    • Emails you have RECEIVED will be filed in the RECEIVED folder. This includes Forwarded messages, saving from apps or gadgets.
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  • Hi,

    It has worked fine and now it doesn't work.

    The forwaded email to my insighlty adress appears in the sent folder but are not affected to the contact.

    Why ?

    Thank you

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  • Hello Philippe,

    Do you have an example of a saved email that was forward to your Insightly Account which was not linked to a Contact? 

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  • The email above is not in the contact on insightly

    The transfered email is not in the reception folder in insightly

    The lasts emails received was in 12th of march 2019 !

    The transfered email is in the sent email (?) and the sender is contact@taieb-coach-digital.com (?) 

    Thank you for your help

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  • Hello Philippe,

    I see that your headers are in a different language. The linking only supports email headers in English, so they must read "From," "To," "CC," and "BCC." If your email program is set to a different language, Insightly may not be able to recognize the proper fields and complete the links. This is why your email was not linked to the correct Contact record. 

     

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  • Thank you Alejandro it works great !

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  • Hello Philippe,

    Happy to help.

    Enjoy your weekend. 

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