Email communication in 17hats does not behave like a traditional email inbox. There are three elements 17hats checks before bringing in any new messages. 

  1. The email addresses connected within your Incoming Email section of Email Settings. 
  2. If there is a contact record matching the “From” email address field of the message. 
  3. If that contact record has an active project.

 17hats is only able to bring in messages from the email addresses connected in your Email Settings within the Incoming Email section. 17hats monitors those accounts and syncs new unread messages into the platform ever 20-45 minutes. 

The platform will only import messages from contacts that are saved within 17hats. This eliminates spam and other unneeded emails.

Finally, the platform looks for a project created for that contact. If there is no project, the platform will not have a place to store that data. 

Since 17hats does not bring in all email messages, you’ll want to use your regular email provider when you prefer to review all messages.

Where do Emails Appear in 17hats? 

As emails are brought into 17hats, you’ll see the messages appear in your contacts project. 

You can also have new messages appear on your Dashboard, so you can more easily see which needs a reply. You can enable this setting in your Email Settings tab within Account Settings.

Once enabled, you’ll see new-unread messages in the “Let’s take care of Business” section of the Dashboard.

For more information on how email communication works, read our Frequently Asked Questions.


Ready to see new emails brought into 17hats? Let’s get your email connected. 

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Other questions? Reach out to our Business Support Team via Live Chat or Email Monday through Friday 7am-4pm PST. 

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