If an email, meeting, or call is missing from your Activity Table, review the common causes below to identify why it was not captured.

By default, Backstory does not capture activities involving personal email domains (such as gmail.com or yahoo.com) because they are typically not business-related. Verify whether the external participant's email address uses a personal domain that Backstory filters. If it does and you want activities with that address to be captured, contact support@backstory.ai to request that the email address be added to the allowlist.

For privacy reasons, Backstory does not display emails when the only Backstory user included on the message is BCC’d. Check if there is only one Backstory user (an employee with a Backstory account) on the email and if they are listed only in BCC. If so, no action is required, as it is expected that the email will not appear in Backstory.

Your administrator may have configured Email and Calendar Exclusions to prevent certain activities from being captured. An exclusion that is too broad can unintentionally block legitimate activities. Ask your Backstory administrator to review the organization's Email and Calendar Exclusions and remove or refine any exclusion rules that are unintentionally filtering valid activities.

Backstory's automatic capture and processing workflow can take up to two hours. Wait up to two hours and check again.

Calls are imported from your CRM rather than from email or calendar systems. Because CRM call records often contain only a date (not a date and time), Backstory cannot determine the exact time the call occurred. As a result, calls are displayed at 12:00 AM UTC on the recorded call date, which may appear as an unexpected time in your local timezone.

For a CRM task to be recognized as a call, it must meet at least one of the following requirements:

If neither condition is met, Backstory will not classify the task as a call and it will not appear in the Activity Table. Review the task record in your CRM and verify that at least one of these fields is populated correctly.

Cancelled calendar meetings are automatically removed from Backstory. Confirm that the meeting was not cancelled in your calendar.

Backstory does not capture meetings that have only a single participant. These meetings are typically personal or administrative events, like reminders, travel time blocks, and personal appointments. Verify that the meeting includes at least one external participant.

Activities owned by or created by suspended Backstory users are hidden by default. Ask your Backstory administrator to review the user's status in Users and Teams. Reactivate any users who were suspended unintentionally.

If an email, meeting, or call appears in the Activity Table but is labeled “Not Matched” or is missing from your CRM, review the common causes below.

Backstory only syncs activities that include at least one external participant. An external participant is any person whose email address does not match an internal domain configured by your Backstory administrator. Verify that the activity includes at least one customer, prospect, partner, or other external participant. If all participants use internal domains, the activity is not eligible to sync to Salesforce.

The Push Data setting must be enabled in your Configuration Profile for activities to sync to your CRM. A Backstory administrator should review the Activity Data Settings in your Configuration Profile and verify that Push Data is enabled. In addition, Email Sync must be enabled for emails to sync to the CRM, and Meeting Sync must be enabled for meetings to sync to the Salesforce.

Your administrator may have configured CRM Push Exclusions to prevent certain activities from syncing to your CRM. Ask your Backstory administrator to review the organization's CRM Push Exclusions and remove or refine any exclusion rules that are unintentionally filtering valid activities.

Backstory can only sync activities that are associated with a valid account, opportunity, or lead record in your CRM. If Backstory cannot identify a matching CRM record, the activity is labeled as “Not Matched” in your Activity Table and is not synced. Use the Activity Table to review the match details and manually add a match if appropriate. Once the activity is matched correctly, CRM sync can proceed.

If an email, meeting, or call appears in the Activity Table but matched the wrong CRM record, review the common causes below.

Organizations with parent companies, subsidiaries, distributors, or partner organizations often use multiple email domains. When similar or related domains exist, Backstory may match an activity to a related account instead of the intended one. If this is a recurring issue, ask your Backstory administrator about enabling Multiple Account Domains, which allows alternate domains to be associated with a single CRM account record.

Backstory uses record ownership as one of several matching signals. If ownership changed shortly before the activity occurred, Backstory may have matched the activity using the previous owner information. If necessary, manually edit the match in Backstory.

When an email or meeting references another company in the subject or body, Backstory may match the activity to the mentioned account instead of the sender's account. This behavior is common in partner, reseller, and distributor workflows. If the activity was matched to the wrong account, edit the match in Backstory. If this occurs frequently, contact your Backstory administrator or support@backstory.ai to review your organization's matching configuration.

Activities inherit their CRM record association from the contact's related account or opportunity. If the contact is associated with the wrong record in your CRM, the activity will also be matched incorrectly. Review the contact record in your CRM and verify that it is associated with the correct account and opportunity. After correcting the CRM record, edit the match in Backstory.

If an email, meeting, or call appears in the Activity Table, but the external participants do not appear as contacts in your CRM, review the common causes below.

Backstory creates contacts by matching the contact's email domain to the website domain of an existing CRM account. If the domains do not match, the contact is not created. Review the account's website in your CRM and confirm that it matches the contact's email domain. If the website is incorrect or outdated, update it to improve matching accuracy.

If your organization works with multiple domains for the same company, ask your Backstory administrator about enabling Multiple Account Domains, which allows alternate domains to be associated with a single CRM account record.

Contact Creation must be enabled in your Configuration Profile to automatically create contacts in your CRM. A Backstory administrator should review the Activity Data Settings in your Configuration Profile and verify that Contact Creation is enabled.

Backstory only creates contacts when the associated emails or meetings are successfully matched to a CRM account record. If Backstory cannot identify a matching CRM account, the activity is labeled as "Not Matched" in your Activity Table and a contact is not created. Use the Activity Table to review the match details and manually add a match if appropriate. Once the activity is matched correctly, Contact Creation can proceed.

Backstory can only create a contact when all required CRM fields are available. At a minimum, the contact must have a first name, last name, and email address. Backstory extracts this information from email signatures, email addresses, and other available sources. If any required information cannot be identified, the contact cannot be created.