Understanding Wealthbox Email Sync and History Preservation

Wealthbox Mail operates using an active sync system, meaning it does not store copies of your emails on its servers. Instead, it provides real-time access to emails synced with your email provider. However, this approach has significant implications for maintaining email records when an email sync is disconnected or a user is removed. This guide explains how Wealthbox handles such scenarios and offers best practices for preserving email history.

What Happens When Email Sync is Disconnected?

If a user's email sync is disconnected—due to account removal, manual disconnection, or termination of the email at the provider—all synced emails are deleted from Wealthbox. Wealthbox does not retain any copies of these emails once the sync is inactive. This is important to note for organizations requiring access to historical communications. Similarly, emails sent or received by a user removed from Wealthbox (or whose sync is terminated) become inaccessible in the system. This limitation is due to Wealthbox's design as an active sync tool rather than a permanent storage solution.

Implications of User Removal on Email Access

When a user is removed from Wealthbox CRM, their email sync also disconnects. To continue accessing emails associated with that user, you need to:

1. Link their email address as a secondary email under a current Wealthbox user’s profile via Settings > Email > Email Accounts. Additional syncs may incur monthly charges.
2. Alternatively, migrate email data from the removed user's email account to a current user's account or a new "archive" account (e.g., ArchivedUsers@[YourDomain].com) with the help of your email provider.

Setting up email forwarding for any new communications sent to the removed user's address ensures continuity when the original sync is inactive.

Best Practices for Communication Record Retention

For firms that need to retain email data for compliance or operational purposes, Wealthbox offers several workarounds:

• Secondary Email Links: Adding secondary email addresses to a user's account in Wealthbox ensures that emails remain accessible, even if the primary account is deactivated.
• Email Migration with Providers: Collaborate with your email provider to transfer email data from inactive accounts to current or newly created archival accounts.
• BCC Dropbox Feature: Wealthbox provides a unique BCC email address for each account. You can forward or BCC communications to this address to log them within clients’ activity streams, ensuring long-term data retention independent of email sync status.

Preserving Emails Amid Contact Changes

When a client changes their email address, retain historical email records by:

1. Linking the client’s old email address as a secondary address while adding the new one as the primary.
2. Organizing emails by categorizing old addresses using custom labels (e.g., "Inactive") in Settings > Customizations > Email Types.

Such strategies ensure that historical correspondences are preserved and remain linked to the client's profile.