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Sync Preferences

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View Synced Emails on Today Page

View Linked Emails on a Contact Record

Contacts

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How to Reauthenticate/Reconnect Suite Sync

 

Why Utilize Suite Sync?

• View your emails through Redtail CRM using your external Microsoft email account.
  
  
• Effortlessly display and link to contact records synced from an outside account in Redtail CRM.
  
  
• Leverage calendar sync to integrate your Redtail CRM calendar with your external account calendar. 

 

  

What is Suite Sync?

Suite Sync is a tool that syncs your emails, contacts, and calendar activities between Redtail CRM and your external Microsoft hosted email. Suite Sync makes it possible to pull your Redtail CRM email, contact, and calendar information into your Microsoft Outlook or Microsoft Exchange account and vice versa. Instead of switching back and forth between your Redtail CRM account and an external email account, Suite Sync information flows between the two, resulting in a more efficient workflow.

 

NOTE: Please be aware that Suite Sync is not available to all Redtail users.  Users on the Launch plan will not have access to Suite Sync, and some broker-dealers may opt out of functionality for their firm. If you are unsure, reach out to your administrator.

How do I enable and set up Suite Sync?

These email providers allow email, contact, and calendar syncing:

• Microsoft Outlook
  
  
• Microsoft Exchange

 

 

IMPORTANT NOTE: During times when Suite Sync has a version update, you may have to relink your Suite Sync the next time you login to reinitialize the sync and utilize new features. For some users, you might need consent from your admin before resyncing.

 

In any instance of an error occurring during a resync, please reach out to Redtail Support.

 

 

 

 

• Click on your profile name menu in the upper right corner of your Redtail CRM.
  
  
• Select the "Manage Your Account" option.

 

 

 

 

• Within the Preferences section, select the "Manage Suite Sync Preferences" option.

 

 

 

 

• Select "Add Account."

 

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• Click the "Sign in with Microsoft" option.

 

 

 

 

• When modal appears, enter your external account email and click "Continue." 

 

 

 

 

• Upon continuing, you will be taken to Microsoft's app permissions screen.
  
  
• You'll notice requested permissions are coming from two sources: Suite Sync and Northstar Financial Service Group, LLC
  • Suite Sync will communicate between your external email account and Redtail CRM.
    
    
  • Northstar Financial Services Group, LLC is the name that Orion's parent company was originally founded as before we changed our name in 2019 to Orion Advisor Solutions.
    
    
• One of two permission screens may appear, depending on the need for administrator approval:

 

If you do not require administrator approval: You will go to the standard "Permission requested" page in Microsoft. Read and understand what Suite Sync would like to do. Click the "Accept" button. The system will finalize the Suite Sync process.

 

 

• If you DO require administrator approval:
  • You will go to the "Permission requested" page in Microsoft.
    
    
  • Read and understand what Suite Sync would like to do.
    
    
  • At the bottom of the terms, you will enter a justification for requesting the app.
    
    
  • Confirm your justification, and you will be informed the request has been sent to your admin for approval.
    
    
  • From this point, the admin will need to approve the request before your account will sync. For more information on admins approving Suite Sync and Microsoft requests, reference the following support pages:
    Microsoft Learn - Review and take on admin consent requests
    Nylas (Suite Sync) - Microsoft 365 Admin Approval
    
    NOTE: When sending a request, you may get a message when returning to Redtail CRM explaining the sync was unsuccessful. This is normal while the system waits for admin approval.

 

 

 

 

• When your external account is authenticated, you will see a green banner at the top of the screen indicating its success.

 

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Once the setup process is complete, you will know the status of your Suite Sync from the message next to "Remove Account." Synced - Suite Sync is successfully synced with your external mailing account. Syncing - The system is currently syncing and may need time to finish. Out of sync - Suite Sync is out of sync with your external mailing account. Select "Reauthenticate Account" to retry the syncing process.

 

PLEASE NOTE: After you log into your external account and go through the authorization process for the first time, the Preferences options described in the rest of this article will be grayed out and unavailable. After the initial process is complete, you will get an email notification letting you know when you can edit your preferences and begin the initial sync.

 

Sync Preferences

IMPORTANT NOTE: There is a 1:1 relationship between the Redtail CRM user and an external account. Each external account may only be synced with ONE Redtail CRM user. Should you want to change to a different external account, you will need to remove the account and wait 30 days before adding a new external account.

 

• The external account sync preferences page includes preferences for Email, Contact, and Calendar syncing.
  
  
• Email, Calendar, and Contact syncs all work independently of one another, so you have the option to use any combination of them.
  
  
• Review details on your Preferences for each in the corresponding sections below: Email, Calendar, or Contacts.
  
  
• After you complete any initial syncs, you will also see a button at the top right to "Save All Preferences." Save preferences will apply any new preferences you selected while keeping the old preferences for items you did not change. 

 

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Email

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• (1) Use the "Sync emails from external account" dropdown to choose whether or not you want to sync emails from an external account by selecting Yes or No.
  
  
• (2) If you select Yes for the "Automatically Link Emails to CRM Contacts" option, emails from the external account will be automatically tied to a Redtail contact based on the email address in the To, From, and CC fields of the email.
  
  
• Each user will only see their own linked emails on contact records and the email history dashboard.
  • Neither admins nor the database owner will be able to see linked emails of another user with Suite Sync.
    NOTE: Should viewing linked emails of contact records by all or some users, admins, and the DBO be important to your firm, we recommend considering Email Archiving as an alternative to Suite Sync email functionality.
    Related Article: How can I set up email archiving services with Redtail?
    
    
• Once your sync is complete, you will be notified through email. You will also be notified of any errors that may have occurred during the sync. 

PLEASE NOTE: With recent updates to Suite Sync, emails will now sync the full history of available emails from your external account. Depending on the amount of emails, this sync may take an extended amount of time. After the initial sync, emails are stored on the contact record until the user fully disables the Suite Sync integration or chooses to disable just the email syncing portion.

In other words - should you choose to disable Suite Sync or disable the email syncing portion, all emails associated with the syncs will disappear from the CRM contact records but remain in the external account.

 

  

View Synced Emails on Today Page

• The emails that sync over from your external account show up on the Emails tab on your Redtail CRM homepage. While on the Today page, click on the Emails tab at the top to go to your email dashboard, then click on the "Email Syncing" section.
  Related Article: Using the 'Today — Emails' Page
  

 

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View Linked Emails on a Contact Record

When email syncing is in place, use contact records to manage emails for each contact. On the contact record email history, you have the option to download emails, view emails, and exclude emails from displaying in the email history. You also have the option to manually link emails to contacts. To manage and view emails for a contact: Go to a Contact Record. Click the "Email History" option on the left side navigation bar.

 

 

• Use the Email Syncing tab (1) to view the emails associated with your Suite Sync.
  
  
• Click on the hyperlink in the SUBJECT column (2) to view individual emails.
  
  
• Use the View Auto Linked, View Manually Linked, View Excluded, and Search buttons (3) on the right to filter the type of email you want to see.
  
  
• Use the Search button (3) to search for emails that are associated with the contact or search for all emails pulled into Redtail CRM via Suite Sync. The search function will also search for the subject or body of the email.

 

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Click the action dropdown  next to the subject of an email to display a menu. Using this menu, you have the option to View the email (same function as clicking on the Subject), download the original email, manually link this email to a different contact, create a note or activity, and exclude the email/undo the exclusion. For more information and details on email histories in contact records, please refer to the following article: Contact Overview Menu: Email History

 

 

 

•  If you click on the link in the SUBJECT column to view an individual email, a window will appear that shows the contents of the email:

 

Calendar

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• (1) There will be two buttons at the upper right of this section:
  • Use the "Start Initial Calendar Sync" button to apply the preferences you selected when you sync calendars for the first time. After you do the initial sync, the button will become "Re-Sync Calendar." When you resync, it will remove the initial preferences you selected and replace them with the new preferences.
    
    
  • The "Clear Synced Activities" button removes activities in the external account that synced from the CRM as well as the activities in the CRM that synced over from the external account. If you use the clear synced activities button, the "Start Initial Calendar Sync" button will reappear.
    
    
• (2) Use the dropdown under "Select which calendar to sync with" to choose ONE external calendar you want to sync.
  
  
• (3) For calendar events "Syncing from CRM to external account," you have the option to customize which activities you want to sync over, whether or not to delete completed activities, and choose whether or not to send reminder notifications.
  • Activities that sync from the CRM to the external account will not sync CRM attendees (database users) to participants in the external account; however, the attendee names will be listed in the event description in the external account. This is to avoid multiple duplicate invitations from being sent out to participants. If you want event invitations sent out to attendees via email, manually add them in the external account.
    
    
• (4) For calendar events "Syncing from external account to CRM," you have the option to sync activities into the CRM calendar or not, sync deleted activities in the CRM calendar, select the activity type(s) they want to sync and choose the default the activity category when the activity comes into the CRM.
  • Updates to a recurring calendar series from the external account to the CRM will only be syncable within the following timeframe:
    • 30 days before the current day
    • 1 year out for Daily/Weekly recurrences
    • 5 years - 30 days out for monthly/yearly recurrences
      
      

PLEASE NOTE: You will see activities starting 30 days prior to the initial sync (date of sync) and 366 days in the future.

 

• Additional Calendar Syncing Information:
  • Edits to an activity description will only be syncable from CRM to the external account. It is recommended if you need to make changes to an activity to do them from the CRM side rather than the external account.
    
    
  • External account event invitations will be synced to Redtail CRM as an activity, but will not be syncable. If an event is not syncable, a message will explain this in the activity details page.
    
    
  • External account event invitations will be sent to all emails listed in the "Invite Attendees" field in Outlook every time the event is updated (regardless of the source).
    
    
  • Attendees will only sync from an external account to the CRM when the email matches that of a CRM database user or Suite Sync account. Otherwise, attendees will be listed in the activity description in the CRM.
    
    
  • If a calendar event made by a non-Suite Sync user contains an Outlook invite that includes Suite Sync users, the event will not be syncable. This is due to the calendar event coming from a non-Suite Sync user, so any changes made to it will not populate back into Outlook.

 

Visual Representation of Calendar Syncing Specific Alerts

 

 

Non Syncable Activity

Activity from Non-Suite Sync User

 

How to Reauthenticate/Reconnect Suite Sync

 

• Should you have additional issues reconnecting and/or syncing your Suite Sync, please contact our support team via phone, email, or the support portal from your CRM.
  
  Phone: 800.206.5030 option 3 for Support
  Email: support@redtailtechnology.com
  How-To Use the Redtail Support Portal
  

 

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