Missing Threads - Known Limitations
If you are syncing your emails via Outlook or Gmail, there are a few scenarios that are not supported due to issues with the email providers.
What isn’t supported?
- Email Addresses changing from the original, customer or candidates- If a candidate has an auto-forward rule to another email address.
- Using email aliases - The email used has to match the same email used within your Fetcher Account
- Subject line changing
- Email rules that move the thread into another folder
- 3rd party tool integrations used for email forwarding
Why does this happen?
Outlook and Gmail have specific events that can trigger the id of the thread to change. Since we don’t have access to read emails in our customers inbox, we rely on that id so that we can track responses and outgoing emails from the 3rd party email providers.