FAQ

Salesforce Inbox FAQ

Here are answers to specific questions you might have about working with Salesforce Inbox:

For a general information about Salesforce Inbox, see our overview. For platform-specific questions about connecting email Accounts, see our iOS, Android, and Chrome articles.

I can’t sign up for the Salesforce Inbox trial. Why not?

If you can’t sign up for the trial, you administrator needs to add Salesforce as a connected app by doing the following:

  1. Log in to Salesforce.
  2. In the left navigation panel, click Manage Apps > Connected Apps.
  3. Click SalesforceIQ to enable it.

What email types does Salesforce Inbox support?

Salesforce Inbox currently supports Gmail, Microsoft Exchange 2013 and 2016, and Office 365.

Is my data shared with my team?

Your data is encrypted. All of your data, including your contacts, files, and emails, is kept private by default. You can choose to assign emails to contacts, leads, and opportunities in Salesforce by clicking the Log Email button. Only then will the contents of your email be added to the Activity History related list of the matching records in Sales Cloud.

Are there any technical requirements for using Salesforce Inbox?

Yes. Users with MS Exchange accounts must have Active Sync and Web Services enabled.

Is Salesforce Inbox compatible with Shield platform encryption?

Yes. If you have Shield platform encryption enabled, your Inbox users will be able to see encrypted information as follows:

  • Users who have the ability to view encrypted fields will be able to use Inbox normally. People’s names will show up as full text, along with any other field that’s encrypted.
  • Users who don’t have the ability to view encrypted fields will see obfuscated text like w*******r if the field is encrypted.

Why can’t I connect my Salesforce account?

Your administrator might have restricted or blocked access to the Salesforce Inbox app. Alternatively, your company might have IP address restrictions that prevent you from using Salesforce Inbox. Please contact your system administrator.

Can I connect a sandbox organization to test out Salesforce Inbox first?

Yes. When you choose to add a Salesforce account, click the button in the upper-right to change the server from Production (default) to Sandbox.

Why can’t I view or create Salesforce records? I’ve already connected my Sales Cloud account.

The actions you are able to do in Salesforce are subject to the permissions granted by your system administrator. If the Salesforce cloud icon is grayed out, you might not have read or write access. Please contact your system administrator.

Why do I see an error message when I try to view or create Salesforce records?

Your system administrator might have configured validation or workflow rules around creating records. The error message you see is the same message that your administrator has set up.

I can’t find the Salesforce cloud. Why don't I see it?

Salesforce actions are disabled for internal emails. If the email recipients belong to the same domain as the current email account, they are treated as internal users.

Why don’t I see the Log to Salesforce screen after sending an email?

If the email recipients belong to the same domain as the current email account, they are treated as internal users, and you aren't prompted to log the email to Salesforce. If you send the email to an external recipient, you see the log screen only if the the email addresses are linked to a corresponding lead, Contact, or opportunity.

I’m getting an error that reads "Salesforce doesn’t have access, please contact your Admin."

Ask your administrator go to Settings > Managed Apps > Connected Apps > oAuth Usage. Then find Salesforce in the list and unblock it.

I’m getting an error that says I cannot log an email.

You can’t log an email in Salesforce if you have any validation rules or triggers set up. To check this, have your admin go to Setup > Customize > Activities > Task Validation Rules.

I’m getting an error that reads "Access to your organization is IP restricted."

Ask your administrator to go to Setup > Manage Users > Login History for your user account. The admin should see an entry for SalesforceIQ with the status Restricted IP. The Source IP entry shows the IP address that needs to be allowed.


I'm getting an error that says the the Inbox Control Panel hasn’t been installed for all users.

If you get this error:


You need to uninstall and reinstall the Control Panel.

  1. Navigate to your Installed Packages and click Uninstall.
  2. Select Do not save a copy of this packages data after uninstall and check the Yes, I wanted to uninstall this package and permanently delete all associated components box.
  3. Click Uninstall.
  4. Go to the App Exchange and install the Salesforce Inbox Control Panel.

iOS app FAQ

This article covers the following topics with regard to using the Salesforce Inbox iOS app:

Note: For general questions about Salesforce Inbox, see our FAQ.

How do I connect an email address?

To connect another email address to Salesforce:

  1. Tap in the lower-right corner of the screen.
  2. Tap Settings.
  3. Tap Connected Accounts.
  4. Tap + in the upper-right corner of the screen.
  5. Select the appropriate email provider: Gmail or Microsoft Exchange.
  6. Follow the on­screen prompts to log in to your account.

Why won't my email account connect to Salesforce Inbox?

To connect to Salesforce Inbox, your email account must be set up with the following:

  • Gmail
  • Microsoft Exchange—Web Services and ActiveSync must be enabled, and your company must be using a supported version.

If your email account won't connect to Salesforce Inbox, first ask your system administrator about these email requirements.

You can also contact support@salesforceiq.com for help setting up your email address.

How do I connect my Salesforce account to Salesforce Inbox?

To connect your Salesforce account to Salesforce Inbox:

  1. Tap in the lower-right corner of the screen.
  2. Tap Settings.
  3. Tap Connected Accounts.
  4. Tap + in the upper-right corner of the screen.
  5. Select Salesforce.
  6. Follow the on­screen prompts to log in to your account.

How can Partner Community users log in to Inbox?

Partner Communities is a Salesforce product that allows your partners to find information and experts, register new leads, update records, and manage funds. This enables them to close more deals more quickly.

Partner Community users can use Inbox if a customer has assigned a Partner Community User an Inbox license. The steps for logging in to Inbox as a Partner Community User are slightly different from those for logging in as a normal Salesforce user.

For the steps shown here, assume your partners log in to a Partner Community using a URL in the format https://<custom domain>/login, similar to the following:


Here are the steps the user should follow to log in to Salesforce Inbox:

  1. On the Salesforce Inbox login screen, click Salesforce.
  2. On the Salesforce login screen, click Use Custom Domain.
  3. In the Custom Domain box, enter <custom domain>/login. Be sure to add the /login text.
  4. Click Continue.
  5. Enter your partner community user login name and password.
  6. On the authorization screen, click Allow.
  7. Click Done.

Where do I find emails that I have tracked (read receipts)?

All emails with tracking appear in the Feed:

  1. Tap in the lower-right corner of the screen.
  2. Tap Feed.

How does Insert Availability work?

Insert Availability connects with your chosen calendar and lets you add suggested meeting times to your email as a series of time slots (links). To book a meeting, your email recipient simply clicks on the time slot (link) that works for him or her.

Note the following:

  • The links in your email dynamically update as your calendar fills up.
  • When a meeting is booked, your calendar sends an invite to you and any designated recipients. An email notification is also sent to your inbox to confirm the successful booking.

Where are my email archive and folders?

To access your email archive and complete set of email folders:

  1. Tap in the lower-left corner of the screen.
  2. Tap Inbox (or the currently displayed folder) in the upper-left corner of the screen.
  3. All your email folders are displayed under All Folders. Tap a folder to see its contents.

Note: To see the folders for a different email account, tap Inbox (or the currently displayed folder) in the upper-left corner of the screen, tap the account at the top of the screen, and tap Inbox again to see the folders.

How does email snooze work?

Email snooze allows you to prioritize your day by uncluttering your inbox. Emails that are snoozed are resent to your email account at a designated time. This allows you to chose when you respond to emails.

Note the following:

  • You can snooze emails by swiping from left to right in your inbox.
  • You can see all snoozed emails by tapping Inbox, then Snoozed.
  • You can configure your workday in Settings > My Work Hours to specify exactly when snoozed emails will return to your inbox.

Where do emails sent with the Send Later feature go?

To access email that you have scheduled for delivery at a later point in time:

  1. Tap in the lower-left corner of the screen.
  2. Under All Folders, tap Outbox.
  3. Find your message that has been scheduled for delivery later.

How do I delete emails?

To delete a single email: In your Inbox, swipe left on the email.

To delete multiple emails:

  1. In your Inbox, tap and hold the left side of the screen.
  2. Tap the circle to the left of each email you want to delete.
  3. Tap Trash at the bottom of the screen.

When viewing related Salesforce records, how do I hide internal records?

  1. Open Salesforce Inbox.
  2. Tap in the lower-right corner of the screen.
  3. Tap Settings > Salesforce Settings.
  4. Tap Suggested Record Settings.
  5. Switch Hide Internal Records on.

When viewing related Salesforce records, can I change the date range for which records to display?

By default, Salesforce Inbox displays Salesforce records from six months ago to six months in the future. You can select different start and end dates for the records to display.

  1. Open Salesforce Inbox.
  2. Tap in the lower-right corner of the screen.
  3. Tap Settings > Salesforce Settings.
  4. Tap Suggested Record Settings.
  5. Tap the Start Date and End Date entries and select a different time period.

How do I add the Inbox Calendar iOS widget to my lock screen?

The Inbox application also includes a Calendar widget that you can add to your lock screen. For information on how to add widgets to the lock screen, see this Apple help article.


Why aren’t I seeing a notification when I get new email?

If you aren’t seeing new email notifications, check the following:

  • In Inbox, go to Settings > Notifications > Inbox. Make sure that Allows Notifications is switched on and that one of the options under Alert Style When Unlocked is selected.
  • Go to Settings > Notifications. Make sure that Received an email is selected.
  • Make sure that Do Not Disturb is not turned on.

Android app FAQ

This article covers the following topics with regard to using the Salesforce Inbox Android app:

Note: For general questions about Salesforce Inbox, see our FAQ.

How do I connect an email address?

To connect another email address to Salesforce:

  1. Tap in the lower-right corner of the screen.
  2. Tap Settings.
  3. Tap Connected Accounts.
  4. Tap + in the upper-right corner of the screen.
  5. Select the appropriate email provider: Gmail or Microsoft Exchange.
  6. Follow the on­screen prompts to log in to your account.

Why won't my email account connect to Salesforce?

To connect to Salesforce, your email account must be set up with the following:

  • Gmail—IMAP must be enabled
  • Microsoft Exchange—Web Services and Activesync must be enabled, and your company must be using a supported version.

If your email account won't connect to Salesforce, first ask your system administrator about these email requirements.

You can also contact support@salesforceiq.com for help setting up your email address

How do I connect my Salesforce account?

To connect your Salesforce account to Salesforce Inbox:

  1. Tap in the lower-right corner of the screen.
  2. Tap Settings.
  3. Tap Connected Accounts.
  4. Tap + in the upper-right­ corner of the screen.
  5. Select Salesforce.
  6. Follow the on­screen prompts to log in your account.

How can Partner Community users log in to Inbox?

Partner Communities is a Salesforce product that allows your partners to find information and experts, register new leads, update records, and manage funds. This enables them to close more deals more quickly.

Partner Community users can use Inbox if a customer has assigned a Partner Community User an Inbox license. The steps for logging in to Inbox as a Partner Community User are slightly different from those for logging in as a normal Salesforce user.

For the steps shown here, assume your partners log in to a Partner Community using a URL in the format https://<custom domain>/login, similar to the following:


Here are the steps the user should follow to log in to Salesforce Inbox:

  1. On the Salesforce Inbox login screen, click Salesforce.
  2. On the Salesforce login screen, click Use Custom Domain.
  3. In the Custom Domain box, enter <custom domain>/login. Be sure to add the /login text.
  4. Click Continue.
  5. Enter your partner community user login name and password.
  6. On the authorization screen, click Allow.
  7. Click Done.

Where do I find emails that I have tracked (read receipts)?

All emails with tracking will appear in the Feed:

  1. Tap in the lower-right corner of the screen.
  2. Tap Feed.

Where are my email archive and folders?

To access your email archive and complete set of email folders:

  1. Tap in the lower-left corner of the screen.
  2. Tap Inbox (or the currently displayed folder) in the upper-left corner of the screen.
  3. All your email folders are displayed under All Folders. Tap a folder to see its contents.

Note: To see the folders for a different email account, tap Inbox (or the currently displayed folder) in the upper-left corner of the screen, tap the account at the top of the screen, and tap Inbox again to see the folders.

How does email snooze work?

Email snooze allows you to prioritize your day by uncluttering your inbox. Emails that are snoozed are resent to your email account at a designated time. This allows you to choose when you respond to emails.

Note the following:

  • You can snooze emails by swiping from left to right in your inbox.
  • You can see all snoozed emails can be seen by tapping Inbox, then Snoozed.
  • You can configure your workday in Settings > My Work Hours to specify exactly when snoozed emails will return to your inbox.

Where do emails sent with the Send Later feature go?

To access email that you have scheduled for delivery at a later point in time:

  1. Tap in the lower-left corner of the screen.
  2. Under All Folders, tap Outbox.
  3. Find your message that has been scheduled for delivery later.

How do I delete emails?

To delete a single email: In your Inbox, swipe left on the email.

To delete multiple emails:

  1. In your Inbox, tap and hold each email you want to delete.
  2. Tap at the top of the screen.

When viewing related Salesforce records, how do I hide internal records?

  1. Tap in the lower-right corner of the screen.
  2. Tap Settings.
  3. Tap Salesforce Settings.
  4. Tap Suggested Records.
  5. Switch Hide internal records on.

When viewing related Salesforce records, can I change the date range for which records to display?

By default, Salesforce Inbox displays Salesforce records from six months ago to 12 months in the future. You can select different start and end dates for the records to display.

  1. Tap in the lower-right corner of the screen.
  2. Tap Settings.
  3. Tap Salesforce Settings.
  4. Tap Suggested Records.
  5. Tap the displayed start and end dates and select new ones.

Chrome extension FAQ

This article covers the following topics with regard to using the Salesforce Inbox Chrome extension:

Note: For general questions about Salesforce Inbox, see our FAQ.

Why won't my email address connect?

To connect to Salesforce, you must have a Gmail account that has IMAP enabled.

If your email account won't connect to Salesforce, first ask your system administrator about these email requirements.

You can also contact support@salesforceiq.com for help setting up your email address.

How do I connect my Salesforce account?

To connect your Salesforce account to Salesforce Inbox:

  1. Click in the upper-right­ corner of the screen.
  2. Click Managed Connected Accounts.
  3. Select Connect a Salesforce account.
  4. Follow the on-­screen prompts to log in to your account.

How can Partner Community users log in to Inbox?

Partner Communities is a Salesforce product that allows your partners to find information and experts, register new leads, update records, and manage funds. This enables them to close more deals more quickly.

Partner Community users can use Inbox if a customer has assigned a Partner Community User an Inbox license. The steps for logging in to Inbox as a Partner Community User are slightly different from those for logging in as a normal Salesforce user.

For the steps shown here, assume your partners log in to a Partner Community using a URL in the format https://<custom domain>/login, similar to the following:


Here are the steps the user should follow to log in to Salesforce Inbox:

  1. On the Salesforce Inbox login screen, click Salesforce.
  2. On the Salesforce login screen, click Use Custom Domain.
  3. In the Custom Domain box, enter <custom domain>/login. Be sure to add the /login text.
  4. Click Continue.
  5. Enter your partner community user login name and password.
  6. On the authorization screen, click Allow.
  7. Click Done.

Where do I find emails that I have tracked (read receipts)?

All read receipts for tracked emails appear in a folder labeled Read Receipts on the left side of the screen, below Inbox and Drafts.

How does Insert Availability work?

Insert Availability connects with your Gmail calendar and lets you add suggested meeting times to your email as a series of time slots (links). To book a meeting, your email recipient simply clicks the time slot (link) that works for him or her.

Note the following:

  • The links in your email dynamically update as your calendar fills up.
  • When a meeting is booked, your calendar sends an invite to you and any designated recipients. An email notification is also sent to your Inbox to confirm the successful booking.

When viewing related Salesforce records, how do I hide internal records?

  1. In the Salesforce Inbox Chrome extension, click in the upper-right corner.
  2. Scroll down and click Suggested Salesforce Records Settings.
  3. Check the Hide internal records box.
  4. Click Save.

When viewing related Salesforce records, can I change the date range for which records to display?

By default, Salesforce Inbox displays Salesforce records from six months ago to 12 months in the future. You can select different start and end dates for the records to display.

  1. In the Salesforce Inbox Chrome extension, click in the upper-right corner.
  2. Scroll down and click Suggested Salesforce Records Settings.
  3. Click the displayed start and end dates and select new ones.
  4. Click Save.

Outlook FAQ

Here are some frequently asked questions about using the Salesforce Inbox for Outlook add-in.

Does Salesforce Inbox for Outlook support my environment?

Our Inbox for Outlook add-in supports the following:

  • Server: Exchange 2013, Exchange 2016, Office 365
  • Client: Outlook 2013, Outlook 2016, OWA (web)
  • Operating system: Windows 7, Windows 8.1, Windows 10
  • Web browser: Internet Explorer 11, Chrome, Firefox, Safari

The Salesforce OAuth app is being blocked by Salesforce.

To resolve this issue, you must be a Salesforce admin.

  1. Open the Setup menu.
  2. Click Manage Apps > Connected Apps.
  3. Under OAuth Usage, see if Salesforce is listed as Blocked.

How do I install Salesforce Inbox for Outlook at the admin level?

Instructions on installing Inbox for Outlook are located here.

You can access your Outlook account here.

How can Partner Community users log in to Inbox?

Partner Communities is a Salesforce product that allows your partners to find information and experts, register new leads, update records, and manage funds. This enables them to close more deals more quickly.

Partner Community users can use Inbox if a customer has assigned a Partner Community User an Inbox license. The steps for logging in to Inbox as a Partner Community User are slightly different from those for logging in as a normal Salesforce user.

For the steps shown here, assume your partners log in to a Partner Community using a URL in the format https://<custom domain>/login, similar to the following:


Here are the steps the user should follow to log in to Salesforce Inbox:

  1. On the Salesforce Inbox login screen, click Salesforce.
  2. On the Salesforce login screen, click Use Custom Domain.
  3. In the Custom Domain box, enter <custom domain>/login. Be sure to add the /login text.
  4. Click Continue.
  5. Enter your partner community user login name and password.
  6. On the authorization screen, click Allow.
  7. Click Done.

When viewing related Salesforce records, how do I hide internal records?

  1. In Salesforce Inbox, click Launch Inbox in the top toolbar.
  2. In the Salesforce Inbox panel, click and select Settings.
  3. In the left navigation panel, click Suggested Records.
  4. Check the Hide internal records box.

When viewing related Salesforce records, can I change the date range for which records to display?

By default, Salesforce Inbox displays Salesforce records from six months ago to 12 months in the future. You can select different start and end dates for the records to display.

  1. In Salesforce Inbox, click Launch Inbox in the top toolbar.
  2. In the Salesforce Inbox panel, click and select Settings.
  3. In the left navigation panel, click Suggested Records.
  4. Click the displayed start and end dates and select new ones.

Why aren’t I seeing read receipts for my sent emails?

Read receipts can take up to 10 minutes to generate. For example, if you send an email at 12:00 PM, read receipts are triggered only when someone opens your message after 12:10 PM. This happens because the Exchange real-time subscription can be unreliable. But don’t worry: Our backup crawler will pick up the read receipt at a later time, generating a read receipt for you.

In addition, read receipts are image files. If you block images in your Outlook settings, this blocks read receipts as well.