Accounts Troubleshooting Guide

These are some common reasons why meeting or email may not appear in Accounts.

User Management Considerations

If a user's activity or activities don't show up in Clari, it's helpful to first check that a user's email and calendar are connected, and that they're sharing activity in Clari.

Here's what to look for:
 

1. The user's email is not connected to Clari.

This might seem obvious, but honestly, it's pretty common to overlook. If you do not have TeamLinking enabled, an individual user might not have connected their email and calendar to Clari. To solve, have the user connect their email to Clari for their activities to appear. 
 

2. If TeamLinking is enabled, then the user is not in the scope (for Microsoft Exchange) or the organization (for Google Workspace).

TeamLinking is a term Clari uses to connect to your company's email and calendar provider, which can be Microsoft Exchange or Gmail. This issue may apply if your company uses TeamLinking. Check with your internal Clari Admin to make sure that your user is part of the scope for Team Linking (for Microsoft Exchange) or part of the organization for Team Linking (for Google).
 

3. The user has set "Share My Activity" off.

If a user disables Share My Activity, then their activity will appear in their own view of Clari, but will not appear to others in Accounts or the Insights Panel. Enable Share My Activity to allow your activities to display in Accounts.
 

Expected Behavior

There are some scenarios in which certain activities may not display in Clari by design. Be sure to check the activity or activities that aren't showing up in Clari for the following characteristics.
 

1. The number of participants exceeds the maximum limit.

By default, meetings with more than 20 attendees will be excluded from Accounts. Typically, there are few legitimate sales meetings with more than 20 participants, so these activities are excluded to prevent non-selling activities from being captured.
 

2. Email recipients and senders or meeting participants only have public email domains. 

Clari filters out activity participants with public domains (i.e., Gmail, Yahoo) and sets blocked domains (like partner domains). If all of the activity participants have public or blocked domains, then the activity will not sync to Clari since it is unlikely to be a sales activity. 
 

3. Email is from an automated sender.

To ensure that only meaningful activity is captured, Clari filters out activity identified as spam via keywords in the email subject line (i.e., accepted, updated invitation, declined, out of office, automatic reply, tentative, canceled) or the email sender's address (i.e., do-not-reply@, no-reply@, alerts@, auto-confirm@).
 

4. Meeting does not include an external participant that matches an existing account in Salesforce. 

Clari will only show meetings with external participants associated with a Salesforce account, and based on their domain. This ensures only valid sales-related activity surfaces in Clari.
 

5. All participating external domains/email addresses are filtered out.

Clari allows customers to configure domains and specific email addresses to be excluded from our activity tracking. If all of the external participants on an activity match one of the excluded domains or email addresses, the activity will not show up in Clari.
 

6. The meeting was created after the meeting end time

Clari only captures meetings that are scheduled in the future. If meetings are added to your calendar retroactively, they will not be captured.
 

When to Contact Support

If the information above doesn't help, create a support ticket with the subject line, date/time, and all internal participants of any activities that are not appearing in Clari. And, include a screenshot of the activities that are not appearing in Clari if you can!