Engage Digital
How to resolve email synchronization errors?
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Agent configuration
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Teams
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Roles and permissions
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Presence statuses
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Agent capacity
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Channels
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Communities
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Messaging variables
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Messaging notification templates
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Messages
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Categories
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Channel groups
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Routing strategies
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Rules
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AI engine
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Custom fields & identity tags
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Reply assistant
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Email templates
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Account settings
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Security settings
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Business hours
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Notifications
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Audit log
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Extensions
Issue
An error message indicates that email synchronization has failed in RingCentral Engage Digital.
Affected environments
RingCentral Engage Digital
Cause
An intermittent error with email synchronization or a problem with an identity needing to be re-enabled.
Resolution
There are two ways to resolve the error: Re-synchronize the message or re-enable the Identity.
Re-synchronize the message
For an intermittent error, you will first attempt to re-synchronize. In the actions for a message thread, click the vertical dots menu icon, and then click Retry synchronization.
Re-enable the Identity
If the issue is not yet resolved, follow the steps below:
1. Click Admin, and then click Identities on the left menu.
2. On the search bar on the upper-right, search for the person's name or email address.
3. After the name is found, click the magnifying glass icon on the right side.
4. Click the Identity icon on the upper right corner to re-enable the Identity.
5. Click Save.
Note: If you continue to experience the email synchronization error, then it is being caused by something on the receiving side. Some common causes are that the person you are sending an email to has marked your messages as spam, has deleted/changed their email account, or they or their provider has blocked your email.
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