I'm facing an issue with Einstein Activity Capture and would appreciate any guidance.
Current setup:
- Salesforce org is configured with Google (Gmail).
- Einstein Activity Capture configuration is created and Active.
- The required Einstein Activity Capture permission set has been assigned to both the System Administrator and another test user.
- The Gmail account has been successfully connected under Connected Accounts (Email and Calendar are both connected).
- The connected account status shows Connected.
- The Last Updated timestamp keeps updating.
- The configuration is assigned to the connected user.
However, even after more than 24 hours, the Connection Status still shows:
No emails or calendar events are being synchronized.
Additional Information:
- The Salesforce org is accessed using a System Administrator user.
- It is a sandbox org
1. Confirm the Salesforce User email = Gmail connected account email (exact match)
2. Disconnect and fully re-onboard the connected account (remove → reconnect from scratch)
3. Check EAC Configuration — confirm the user is assigned, sync directions are set for both Email and Calendar
4. Verify Excluded Addresses in EAC settings don't include any relevant domains
5. Check if "Sync Email as Activity" is enabled — newer orgs may need this toggle on (introduced July 2025)
6. If the above fail, test in a production or Developer Edition org to rule out sandbox limitations
