Setup checklist: choose the logging model
Capsule documents two different approaches: a Mail Drop Box for intentional email logging and personal-mailbox sync on supported plans. One is not simply an older name for the other. Decide whether the team needs deliberate selection of relevant messages or a supported synchronization workflow. Verify current availability and mailbox compatibility before setup. This guide does not connect accounts or imply that every shared address and provider combination will work identically.
Use the relationship boundary
For manual logging, define which conversations belong in the CRM and who is responsible for adding them. For sync, define which contacts and history should be included and who reviews the resulting visibility. In both cases, distinguish useful customer context from unrelated private or internal messages. More captured email is not automatically better. A covering colleague needs the information required for a legitimate next action, not an indiscriminate copy of someone’s mailbox.
Test with fictional correspondence
Demonstrate one incoming message, one outgoing reply and one conversation connected to a specific opportunity or project where supported. Confirm what appears and where, without using sensitive customer data during an unapproved evaluation. Then test the absence scenario: another authorized colleague must understand the latest commitment. Also check the team’s reply-ownership rule. Visibility alone does not prevent two people from responding to the same customer or making contradictory promises.
Keep recovery proportionate
If a message is missing, first identify which route was supposed to capture it. Do not reconnect every account or forward the full history blindly. If changing sync settings, establish what happens to already stored messages; disabling future synchronization is not the same as removing past history. Preserve the current evidence and follow supported product guidance. Read the history-boundary and shared-inbox guides before treating email integration as a complete communication operating system.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- Capsule deliberate email storage — Merchant documentation · capsulecrm.com · Merchant-controlled · checked 2026-09-20
- Capsule personal-mailbox sync — Merchant documentation · capsulecrm.com · Merchant-controlled · checked 2026-09-20