If your email isn’t syncing the way you expect — don’t panic. In most cases, the issue is simple and fixable in under 5 minutes.

Use this guide to identify and resolve the most common email sync problems.

Before We Dive in - Important Things to Remember

Two-way sync:

✔ Syncs new emails going forward
✔ Syncs only the connected inbox
✔ Requires active permissions
✔ Does not sync archived inbox history automatically

If something feels “broken,” reconnect first. Reconnecting resolves most issues.

First: Confirm You’re Connected

Before troubleshooting anything else:

Go to Settings
Click Email Services
Confirm your Gmail or Outlook account says Connected

If it does not say Connected:

Reconnect your account
Log in again
Approve all permissions

If it says Connected — continue below.

Problem 1: Emails I Send Aren’t Showing in FranFlow

Most Common Causes:

✔ You sent the email from a different inbox
✔ The connected email address doesn’t match
✔ The contact email doesn’t match exactly
✔ Sync disconnected silently

Fix:

Confirm the email you’re using is the one connected under Email Services
Confirm the Contact’s email address in FranFlow is correct
Disconnect and reconnect your email integration
Refresh the Contact record

‼️ Important: Two-way sync only works for the connected inbox. If you use multiple email accounts, only the connected one syncs.

Problem 2: Replies Aren’t Showing Up

Most Common Causes:

✔ The Contact email is incorrect
✔ The reply came from a different email address
✔ Filters are applied in the Contact timeline
✔ The thread was started before sync was connected

Fix:

Open the Contact record
Confirm their email address matches exactly
Clear any filters in the activity timeline
Confirm you connected two-way sync before the conversation began

‼️Important: Two-way sync tracks emails moving forward from the time of connection.

Problem 3: I Can’t Send Email from FranFlow

Most Common Causes:

✔ Permissions were not approved during connection
✔ Google or Microsoft security blocked access
✔ Browser popup blocker prevented authorization
✔ The integration token expired

Fix:

Go to Settings → Email Services
Disconnect the email account
Reconnect it
Approve all requested permissions
Make sure popups are enabled in your browser

If using Google Workspace, confirm admin settings allow third-party app access.

Problem 4: Emails Show in My Inbox But Not in FranFlow

Check:

Is the email address the same?
Is the contact record created?
Are filters applied?
Are you viewing the correct Contact?

Clear filters in:

Contact list view
Contact activity timeline

Filters remain applied until manually removed.

Problem 5: My Email Shows Connected, But Nothing Is Syncing

This usually means the connection token expired.

Fix:

Go to Settings → Email Services
Disconnect the account
Reconnect it fully
Log in again
Approve permissions

Reconnecting fixes most silent sync failures.

Problem 6: Emails Are Syncing to the Wrong Contact

This happens when:

✔ Two contacts share the same email
✔ A typo exists in one record
✔ Duplicate contacts exist

Fix:

Search the email address in Contacts
Merge duplicate records
Confirm only one Contact uses that email

Email sync attaches to the email address — not the name.

Quick Troubleshooting Checklist

Before submitting a support request:

✔ Email shows Connected
✔ Contact email is correct
✔ Filters are cleared
✔ Duplicate contacts checked
✔ Reconnected integration
✔ Approved permissions

If all of the above are confirmed and you still experience issues: