We use an Outlook Plugin. When a user is in Outlook, they have a Salesforce side panel that shows contacts they’ve emailed. The contact’s name is hyperlinked. Right under their name it shows how many times an email has been opened. If you click on the contact’s name, a detail box opens up underneath and shows more data about the email opens. As of about Monday (5/18/26), that hyperlink was gone. The number of opens detail is still there, but users cannot click on the name and have the full detail box appear. I noticed Salesforce modified the Inbox with/without Einstein Activity Capture permission sets on 5/21/26. Not sure that has anything to do with the disappearing hyperlink. Just wondering how do I get the hyperlink feature back? Thanks for the help!
@Kerry Patel Your instinct on the permission set change is right. Timing isn't a coincidence, Salesforce hit the May 2026 enforcement deadline for the Einstein Activity Capture configuration requirement around then. Users not explicitly assigned to an active EAC configuration got swept into Salesforce's auto-created default config, and the standard "Inbox With/Without Einstein Activity Capture" permission sets were adjusted at the same time. The contact-name hyperlink and the engagement flyout in the side panel are powered by Inbox engagement features that tie back to that permission bundle. The open count still shows because it's a cached metric on the activity record; the click-through needs a live call to the engagement service, so it drops first when permissions wobble.
Diagnostic path, in order:
- Setup → Einstein Activity Capture → Settings → Summary tab. Check "Users not in a configuration." If your affected users show up there, that's it. Add them to an active config (by profile is cleaner than by user).
- Setup → Permission Sets → "Inbox With Einstein Activity Capture" → Assigned Users. Confirm the affected users are still actually assigned.
- On the user record, verify the Inbox permission set license is still assigned. The license can drop while the permission set assignment stays, which gives you exactly this "half works, half doesn't" symptom.
- Have the user sign out of the Outlook add-in, close Outlook fully, reopen, and sign back in. The add-in caches the permission state and won't pick up the new config until it re-authenticates. Fixes it 80% of the time once the underlying config is right.
If Salesforce auto-created your default EAC configuration, the sync direction, excluded addresses, and sharing settings are on Salesforce defaults, not what you'd have picked. Once the hyperlink is back, take five minutes to open that config and actually review those settings.
