Emails aren't showing on a company: the checklist

Almost every "my email isn't syncing" report is one of six things — and only one is an actual failure. Current pulls mail from each CRM user's own Microsoft 365 mailbox (Inbox and Sent Items only) and stores a message only when the person on the other end belongs to a company in your CRM. If any link in that chain is missing, the message is dropped quietly, on purpose. Work the checks below in order — cheapest and most likely first.

• ＋One person's mail is missing (nothing they sent or received appears anywhere) → it's their connection, their consent, or their mailbox exclusion. Run checks 1–3.
• ＋One company (or one contact) is empty, but mail from other companies is landing fine → it's a matching problem. Jump to check 4.
• ＋Nobody's mail is landing anywhere → check that Microsoft 365 is set up for the workspace at all (see "Microsoft 365: SharePoint, Teams, and Calendar"), then run check 1 on any user.

1. 1
   1. Is that mailbox on the roster, and is it switched on?

   Current reads staff mailboxes directly from Microsoft 365 using your organisation's admin-approved access — a person does NOT have to be a Current user, and does not have to connect anything themselves. Go to Users & roles → Staff mailboxes and find them. If their mailbox is switched off, it is excluded on purpose (see check 3). If it shows a warning like "No Microsoft 365 mailbox at this address", that address isn't a real mailbox — it's usually a PSA resource for a departed colleague, an alias, or a service address, and it is safely ignored. If it says Microsoft refused the mailbox, your Microsoft administrator needs to grant the app Mail.Read APPLICATION permission (the delegated one is not enough).
2. 2
   2. Does the mailbox show an error?

   The Staff mailboxes panel shows the reason next to any mailbox Current could not read. "No Microsoft 365 mailbox at this address" means there is nothing there to read — harmless, and Current stops retrying it for a week. A refusal from Microsoft means the app has not been granted Mail.Read as an APPLICATION permission with admin consent; no amount of re-syncing helps until a Microsoft administrator grants it. Transient hiccups (Microsoft throttling us, a network blip) are retried automatically within minutes and are never shown as a permission problem.
3. 3
   3. Is that mailbox excluded from CRM email sync?

   Go to Users & roles and look for an amber "Email off" chip next to the person's role. That's an admin switch that stops their mailbox syncing and purges what it already synced. It's deliberate, not a bug. See "Which mailboxes sync to the CRM — and how to exclude one" before you flip it back on — the purge is permanent and re-enabling starts that person's history over.
4. 4
   4. Does the company have a real email domain Current can see?

   This is the most common cause by far. Current only files a message onto a company when the other party's address sits on that company's own email domain. It works out that domain from the company's Website first, then from the primary contact's email address, then from the domain most of its contacts share. If none of those produce a domain, no mail can ever match the company. Open the company record, expand Signals · lifecycle in the right rail, then expand Profile & IDs: no Website row plus a jumble of personal contact addresses is your answer.
5. 5
   5. Was the message actually in the Inbox or Sent Items?

   Current reads exactly two folders, and it reads the sender for incoming mail and the To and Cc lines for mail you sent. So: a message a rule filed straight into a subfolder never passed through the Inbox and isn't seen; a partner who is only Cc'd on a message a colleague sent you doesn't match (the sender is your colleague); and drafts are skipped.
6. 6
   6. Is it just timing?

   The sweep runs every 12 hours, and it keeps working through the mailboxes until they are all caught up before it goes quiet — so a brand-new message can take a few hours to appear. You can force your own mailbox immediately: open any contact's email drawer and click "Sync now" (it only appears when your Microsoft 365 is connected). That syncs your mailbox only, and the server throttles it to once a minute — clicking it repeatedly is a no-op. A one-time backfill of a year of history takes longer again; it works through in the background and does not need babysitting.

The company Website in Current is owned by your PSA — it comes across from the company's web-address field (Autotask's Web Address, ConnectWise's Website). Set it on the company in your PSA, let the next sync bring it over, and the following mail sweep will start matching every address at that domain, including people who aren't stored as contacts yet. Subdomains count too: mail from someone at mail.northwind-dental.com matches a company whose domain is northwind-dental.com.

• ＋Deleting, archiving, or moving a message in Outlook. The CRM timeline is a business record, not a mailbox mirror — once a message is ingested, tidying your Outlook never erases it from Current.
• ＋A failed sync losing mail. When a run hits an error it stops without advancing its place, so the next run re-reads the same window — and a message you already have isn't stored twice.
• ＋Current reading your whole mailbox. It reads Inbox and Sent Items, and stores only what matched a company.