If emails aren’t showing up in Mailbox, this guide walks through the most common causes: provider connection/sync, forwarding/webhook setup, and CRM correlation.
Problem Statement
The Issue
You’ve set up Mailbox, but emails aren’t appearing in Piraja CRM. This could mean:
- Provider sync isn’t connected (Gmail/Outlook) or isn’t running
- Forwarded ingestion isn’t reaching the webhook endpoint
- Messages are ingested but not correlated to the right records
- Filters/view mode hide the messages you expect to see
Common Scenarios
Scenario 1: Provider sync not connected
- Gmail/Outlook isn’t connected for your user
- Sync is paused or failing
- No new threads/messages appear
Scenario 2: Forwarding/webhook issues
- The forwarding address receives mail, but nothing shows in Mailbox
- Inbound provider isn’t posting to the webhook
- Authentication or configuration is incorrect
Scenario 3: Correlation problems
- Emails appear in Mailbox but aren’t linked to an Individual/Organization
- Thread is not associated with a Ticket/Opportunity/Task
- You expect activity history on a record, but the message remains unassigned
Scenario 4: Filters hide the messages
- Wrong folder selected (Inbox/Sent/Archived, etc.)
- You’re in a different view mode (Conversations vs Messages)
- A search filter is active
Why BCC Alone Doesn't Work (Forwarding)
The Misconception
Many users think simply adding a forwarding address to BCC will automatically log emails. This only works if the forwarding address is a real mailbox/route that receives the message and forwards it to Piraja.
How Mailbox ingestion works
For an email to show up in Mailbox, it typically arrives through one of these paths:
- Provider sync (Gmail/Outlook connected in Mailbox)
- Forwarded ingestion (an email service receives the message and posts it to Piraja’s webhook)
Why BCC Alone Fails
When you BCC an address:
- The email is sent to that address
- If there’s no receiving mailbox/route behind it, the message is never ingested
- Piraja never sees the message, so nothing can appear in Mailbox
The solution: use provider sync or proper forwarding
If you use forwarding, you need an email service/provider that:
- Receives emails sent to the forwarding address
- Forwards/posts the raw email to Piraja’s webhook (some setups still use the legacy compat endpoint under /api/integrations/email-logging/webhook, which forwards to the current Mailbox ingestion)
If you use Gmail/Outlook, connect the provider in Mailbox and let sync ingest messages directly.
Without a real receiving + forwarding setup, BCC won’t work.
Provider sync (Gmail/Outlook): what to check
If you use Gmail or Outlook sync, emails should arrive in Mailbox without any forwarding/webhook configuration.
What to check
- Provider is connected for your user in Mailbox
- Sync status shows as healthy (no errors)
- You’re viewing the correct folder (Inbox vs Sent)
- You don’t have a search query or filter hiding results
If it’s connected but still empty
- Send a new test email and check Messages view in All
- Disconnect and reconnect the provider if sync appears stuck
- If only some messages are missing, it can be a provider-side delay or scope issue
Forwarding/webhook ingestion: what to check
If you use forwarding instead of provider sync, your receiving email service must post inbound messages to Piraja.
Common causes
- The forwarding address doesn’t receive the email (routing/MX issue)
- The provider receives mail but does not POST to Piraja
- Authentication or configuration is incorrect
Practical verification steps
- Send a test email to the forwarding address
- Verify the provider shows the message was received
- Verify the provider shows a successful POST to Piraja
- Refresh Mailbox and check All + Messages view
Note: Some setups still use the legacy compat endpoint under /api/integrations/email-logging/webhook, which forwards to the current Mailbox ingestion implementation.
Correlation and “missing from CRM records”
Mailbox ingestion and CRM correlation are separate steps.
If you can see the email in Mailbox, but not on a contact (Individual/Organization)
- Verify the contact has the correct email address saved
- If the message was sent to an alias or distribution list, correlation may require manual linking
If you expect emails to appear under Tickets/Opportunities/Tasks
- A thread must be correlated to that work item
- If it’s not correlated yet, you may still see the email in Mailbox but not inside the work item tabs
Tip: Always confirm the email exists in Mailbox → Messages view → All folder before treating it as an ingestion issue.
Visibility and filters (it might already be there)
Before assuming ingestion is broken, confirm the message isn’t hidden by UI state.
Things that commonly hide messages
- Wrong folder selected (Inbox vs Sent vs Archived)
- You’re in Conversations view but expecting a single message row (try Messages view)
- A search query is active (clear it)
- You’re looking at a different provider/account than expected
Best practice
Always check:
- Mailbox → Messages view
- All folder
- Clear search
If you still can’t find the message there, move on to provider sync or forwarding checks.
Common Issues
Issue: Provider is connected but nothing new arrives
- Disconnect/reconnect Gmail or Outlook
- Send a brand new test message and re-check Messages → All
Issue: Forwarding receives mail, but Mailbox is empty
- Confirm the forwarding provider is posting to Piraja successfully
- Verify the provider isn’t stripping the raw email payload
Issue: Emails appear but aren’t linked to the right records
- Confirm contact email addresses are correct
- Link participants/entities when prompted in Mailbox
Issue: “I can’t find it”
- Switch view mode (Conversations ↔ Messages)
- Check folders (Inbox/Sent/All)
- Clear search and refresh
Prevention Tips
How to avoid “missing emails” surprises
- Prefer provider sync (Gmail/Outlook) where possible
- If using forwarding, test the forwarding path end-to-end before relying on it
- Keep contact email addresses up to date to improve correlation
- Use Messages + All as your “ground truth” view when troubleshooting
- Avoid saving critical workflows behind one-off filters/search queries
Still Not Working?
When to Contact Support
If you've tried all solutions and emails still aren't appearing:
1. Gather Information Before contacting support:
- Integration status
- API key (masked for security)
- Webhook URL (without API key)
- Email forwarding service used
- Error messages
- Steps you've already tried
- Screenshots of configuration
2. Contact Support
- Email: support@piraja.io
- In-App: Use the help icon (?) in the interface
- Knowledge Base: Search for related articles
3. What Support Will Need
- Your account email
- Business name
- Integration type (Mailbox)
- Provider (Gmail/Outlook/Forwarding)
- Error messages
- Steps you've tried
- Configuration screenshots (mask any sensitive keys/tokens)
Related Articles
Additional Resources
- Integration Help: General integration troubleshooting
- Email Service Documentation: SendGrid, Mailgun, AWS SES guides
- Webhook Testing: Tools for testing webhook endpoints