Emails do not always connect to the deal

Hi Pipedrivers!

I see that sometimes emails do not automatically link to the deal, even though the contact email is the same.

Could you tell me why that happens? How can I fix this?


Thank you in advance!

Best Answer

  • Kreete K
    Kreete K Moderator Posts: 236 PIPEDRIVE CUSTOMER SUPPORT
    100 Comments 5 Answers Second Anniversary 5 Likes
    edited November 8 #2 Answer ✓

    Hi @Luigi

    If the automatic linking is turned on under Email Sync settings, emails link to the deal when the contact person only has 1 open deal (not possible to link under Won/Lost/Deleted deals).

    So when an email syncs into Pipedrive, the system will look for an open lead, deal, or project related to the contact person the email was sent to or received from. When only one such lead, deal or project is found, the email will be linked to it automatically. If more are found, the email won't be linked.

    If you see some problems still, feel free to reach out to our official Support team via in-app chat or email [email protected]

Answers

  • Luigi
    Luigi Posts: 9
    Photogenic First Comment

    Hi,

    Thank you, I will check if there are multiple projects opened when this happens!