Knowledge Base

When using Pipedrive’s email sync, or Smart Bcc, your received emails will automatically be linked with the contact person in Pipedrive associated with that email address.

However, in some scenarios, your email threads won’t automatically link to the deal, lead or project linked to that contact person.

• If the contact person has more than one open deal, lead or project, then Pipedrive can’t automatically determine which item the email thread references. In such cases, you can manually select and link the email thread to the appropriate item. If that contact person has only one lead, deal or project open, then that email will automatically be associated with that one open item.

• Automatic linking to deals and leads will only work for open deals associated with the email’s recipient. If the status of the deal changes (marked as won, lost or deleted), the exchanged emails after this change will no longer be automatically linked, but can still be linked manually.

• If the email thread has more than two recipients and neither has an open lead, deal or project, then the email thread will not be linked automatically. However, if one of the recipients already has an open item, it will automatically link to that item.

• If the email thread was created before the deal or lead, emails won’t link retroactively to the deal or lead and you need to link them manually. To link a deal or lead and an email thread, the item has to be created before the email thread.

For detailed steps on linking email threads to your Pipedrive items, explore our comprehensive guide on how to link emails to Pipedrive items.

If you notice that your emails are not linking to your deals and the cause is not one of the above, please contact our support team for further assistance.