Warning: Deleting a Synced Email Account from Swivel
Deleting a synced email account from Swivel is permanent and will remove all email and calendar activity associated with that account in Swivel.
This includes:
• Logged emails synced from the account
• Appointments and calendar events synced from the account
• Historical activity records (including notes) connected to those emails and appointments
Once the synced account is deleted, the associated activity cannot be recovered.
Troubleshooting Email Sync
Why did my email or calendar become disconnected?
Why did my email or calendar become disconnected?
If you email or calendar becomes unlinked, it's usually due to a chance in your account or security settings. Here are the most common reasons:
Account or password changes
You updated your email password
You enabled or reset multi-factor authentication (MFA) or two-step verification
Security or access changes
Your organization’s security policy required you to sign in again
Your IT admin removed access to the app or offboarded your account
You removed the app from your Google or Microsoft account permissions
User-initiated disconnect
You selected Disconnect within the app
Connection or sync issues
Your email or calendar encountered repeated sync errors, and the system stopped retrying—this requires a fresh sign-in to restore the connection
What to do next:
Simply reconnect your email or calendar from your settings to restore syncing. If you continue to experience issues, your IT team may need to review your account permissions.
I just received a "sync disconnected" alert, what do I do?
I just received a "sync disconnected" alert, what do I do?
A “Sync Disconnected” alert typically indicates that the password for your connected email or calendar account has changed. Swivel requires the correct, current password in order to maintain synchronization.
What You Need to Do
Confirm whether your email or calendar password has recently been updated.
Any time you change the password for your email account, you must also update that password within Swivel to restore sync.Update the password in Swivel using the same user who originally set up the sync.
Only the user who established the original connection can update the credentials. If a different user attempts to update the sync, they will receive an “account connected to another user” message and will not be able to complete the process.
I just received an "Invalid" alert, what do I do?
I just received an "Invalid" alert, what do I do?
This alert means your email and calendar sync connection is no longer active. This typically happens when the authentication token expires or the connection is interrupted.
What You Need to Do
Navigate to Settings > Calendar & Email sync.
Locate the affected email account.
Click the trash can icon to delete the inactive connection.
Click Add Account.
Enter the login credentials for the email account you want to sync and complete the authentication process.
Once reconnected, your calendar and email sync will resume automatically.
If you continue to receive the alert after reconnecting, contact your system administrator to confirm there are no security or permission restrictions affecting the account.
Can I see if another user's email or calendar sync is disconnected?
Can I see if another user's email or calendar sync is disconnected?
Yes. Users with the Owner role can view the email and calendar sync status of all users in the account.
If a user's email or calendar connection becomes disconnected, an alert will be displayed so the issue can be identified and resolved promptly.
Why are my emails not showing on the contact's communication log?
Why are my emails not showing on the contact's communication log?
Confirm that the user's email is synced, and that the recipients email has been entered on their contact card.
As a reminder, the communication log sync can sometimes take up to about 30 minutes, depending on internet connection and overall system traffic. Most emails should appear within that window. If anything is still missing after 30 minutes, that could indicate a larger syncing issue—feel free to reach out and I’m happy to dig in further with you.
General
Blocked Emails
Why are emails blocked?
Why are emails blocked?
Blocked emails are safeguards for email sender reputation and deliverability performance. We block emails to protect your sending reputation.
Email providers like Google or Outlook monitor the origins of emails passing into inboxes and assign a reputation score based on the behavior of emails with the same origin. This reputation score becomes a major determining factor in whether or not an email makes it into an inbox, a spam folder, or is filtered out completely. Sending emails to an address that does not exist or to a 'spam trap' indicates that you likely did not get consent to send emails to the listed recipients and will harm the reputation for the domain and IP the email originated from.
Our system helps protect reputation scores by automatically screening addresses that we have failed to send to in the past.
When do blocked emails occur?
When do blocked emails occur?
Email addresses are blocked after a failed send. That means the email was blocked by the email client, dropped because the address does not exist, marked as spam by the recipient, or the recipient unsubscribed from future emails.
Can I unblock a contact's email?
Can I unblock a contact's email?
Yes, navigate to the contact record and click the icon and select Unblock
What happens when i unblock an email address?
What happens when i unblock an email address?
Unblocking an email enables our system to send emails to those addresses where they are otherwise removed from email channels.
Why are my email recipients still not receiving emails even though I have manually unblocked their address(es)?
Why are my email recipients still not receiving emails even though I have manually unblocked their address(es)?
When a user unblocks an email address, they are giving permission for that contact to be included in future email channels but does not guarantee delivery. Email clients may still filter out emails especially if the contents of the email are 'spammy' or the recipient has already marked past emails as spam.
If a contact unsubscribes from a SendGrid email, will they still receive emails sent through Outlook?
If a contact unsubscribes from a SendGrid email, will they still receive emails sent through Outlook?
No. Email unsubscribe preferences are applied at the contact level. If a contact unsubscribes from an email sent through SendGrid, they will also be unsubscribed from emails sent through Outlook.
Email Syncing
Email Syncing - General Questions
What platforms does Swivel support for email and calendar syncing?
What platforms does Swivel support for email and calendar syncing?
Swivel currently supports email and calendar syncing with the following providers:
Google (Gmail / Google Workspace)
Microsoft Outlook (including Office 365 and Outlook.com)
Can I sync multiple email accounts and/or calendars to the same user?
Can I sync multiple email accounts and/or calendars to the same user?
No. You can only connect one account -Microsoft or Google- to a user.
How can I choose which contacts I sync?
How can I choose which contacts I sync?
Once the Email sync is enabled, it will automatically sync for all contacts with the email address. It cannot be done on a per contact basis.
Can I delete an email from a contact record?
Can I delete an email from a contact record?
Yes! From the contact's page, click on the Communications Log to expand and then click the red trashcan to delete the email.
Does the Communications Log store attachments?
Does the Communications Log store attachments?
Keeping Documents/Attachments in the Communication Log - Users that have their Microsoft 365 email integrated with Swivel will see email attachments saved within emails in the Communication Log.
Users have the ability to view and/or download the attachment to help service their clients or reference documents from past email conversations in Swivel. These documents will be available indefinitely or until the email is deleted from that users mailbox.