Issue Description:
Imagine this — two separate leads, each with its own unique key example-Student ID, but sharing the same email address. Suddenly, you notice the same email activity showing up on both leads. You check your automations and… surprise! No automation triggered a 'Send Email' action for either lead. Yet, the email activity is right there, logged for both. Confusing, right?
We verified thoroughly and confirmed that none of the associated lead flows containing 'Send Email' cards were triggered on either lead. So where did that email activity come from?
Root Cause:
Here’s the twist — this is all because of the Email Sync connector in the tenant account. When a user manually sends an email through Outlook or Gmail, the Email Sync connector doesn’t care about your unique identifiers, like Student ID. It only looks at the email address. If multiple leads share the same email address, the connector syncs the email activity to all those leads.
So, picture these scenarios:
You manually send an email to alex@example.com from your Gmail.
Two leads exist with alex@example.com but different Student IDs.
The Email Sync connector logs that email activity for both leads — even though you only emailed once.
Or maybe:
You’re running a campaign, and a user manually replies to a lead’s email via Outlook.
The reply is synced and attached to all leads sharing that email address, not just the one intended.
This is expected and intended behavior for Email Sync — designed to keep communication history complete across all records with matching emails, but sometimes it creates confusing overlaps.
Solution:
So, what now? This is how the system is designed to work, but to avoid these surprises:
Keep email addresses unique across your leads whenever possible. This prevents activity from spreading across multiple records and avoids ambiguity in automated sends.
If you can’t ensure unique emails, consider whether the Email Sync connector is right for the tenant workflow or if adjustments are needed.
Conclusion:
While it may feel like magic or a glitch, this behavior comes from the Email Sync connector’s way of working. It syncs all email activity based on shared email addresses, not unique IDs, which can lead to duplicate activity appearing across leads.