Email integration - Troubleshooting & FAQs

Why was my email not synchronized?

Possible reasons:

• The integration is disconnected.

• None of the sender and recipients email addresses are linked to a stakeholder in Borealis and they are not in the allow list.

• One or more recipients are on the Block List (entire communication is blocked).

• The email is stored in a folder that is not subscribed for synchronization.

Solution: In Outlook, open the email that wasn’t synced and open your Borealis Outlook add-in. At the top of the add-in, you’ll see a note indicating the reason it wasn’t synced. If no message appears, check your folder subscriptions or try reconnecting your Microsoft 365 integration.

How does Borealis decide which emails to sync?

Sync rules apply as follows, in order.

1. Only emails from subscribed folders (Inbox, Sent Items, or custom) are considered.

2. If at least one of the sender or recipients is on the Block List → the email is not synced at all.

3. If at least one of the sender or recipients exists as a stakeholder in Borealis or is in the Allow List → the email is synced. 
   If the email includes at least one existing stakeholder and no recipients are in the Block List, Borealis will automatically create any other recipients who are not yet stakeholders, so they can be linked to the communication.

This ensures only valid and relevant communications are tracked.

How do I know if my Microsoft 365 integration is disconnected?

• You will see a notification in Borealis Outlook add-in (on the top).

  • If disconnected, you can use the “View” action to go directly to your integration page and reconnect.

• You will receive an email notification if your integration is disconnected.

  • This may happen if you’ve recently changed your Microsoft 365 password or if Borealis is unable to connect to Microsoft’s servers.

How can I control which stakeholders get created from emails?

Use the Allow List and Block List:

• Add domains to the Allow List if you want them to become stakeholders automatically.

• Add domains or email addresses to the Block List if you never want them created or linked.

What happens to historical emails ?

• By default, Borealis only syncs emails from the moment you connect your Email Microsoft 365 Integration.

• However, you can enable synchronization of past emails (last days, weeks, or months) based on the current configuration.

   

Can I include emails from folders other than Inbox and Sent Items?

• Yes. You can subscribe to additional folders in your configuration settings.
  This is useful if you use rules in Microsoft 365 that automatically move emails into project-specific folders.