Email Classifier - decides which emails sync
Last updated: September 9, 2026
A customer emailed you this morning and the thread is already on their record. Another email from the same morning is nowhere to be found. Nothing is broken.
Dreamteam does not copy your mailbox into the CRM. It reads each email and decides whether it belongs there.
Comes across | Stays out |
|---|---|
Replies from people already in your CRM | Newsletters, notifications and marketing |
First emails clearly about what you sell | Recruiters, and vendors selling to you |
Quotes, contracts, pricing and renewals | Email only between colleagues |
Email you send to customers | Anything personal, financial, medical or legal |
Four questions, in order
Every email is asked the same four questions. The first "yes" to one of the first three ends it there.
Is anyone on it on a skip list? One skipped outside address drops the whole email, whoever else was on it. Your own list is under Skip emails from on the Email & Calendar page; the rules for everyone are set by an admin in Email preferences.
Is everyone on it a colleague? Internal email is not customer context. Your admin decides whether it is dropped or kept as a record with no contacts created.
Does it contain something a CRM should not hold? Payslips, offer letters and reviews; medical records; passports and national IDs; bank, card and tax details; loan applications; equity grants; and legal material such as privileged correspondence or live litigation.
Is it about your business? If someone on the email is already a contact, it syncs - an existing relationship is not second-guessed. If nobody is, it has to be clearly about what you sell. Close calls are left out.
Your commercial email is safe. Pricing, contracts, order forms, quotes, redlines, invoices, renewal notices and receipts all come across normally. A billing email only counts against question 3 if it carries real account or card numbers, rather than just an amount.
Question 4 is measured against your own business. Dreamteam reads your company details and product descriptions to work out what "about your business" means, so the same email can sync for one company and not another. If first-touch emails are being left out that should not be, filling those in is the fix - see Configuring Knowledge Hub.
Being left out means two different things, depending on how far the email got:
Stopped at | What you see |
|---|---|
Questions 1 or 2 | Nothing at all. The email leaves no trace |
Questions 3 or 4 | A record with its contents removed, creating nothing. Where the reason was sensitive content, a short note is left in place of the contents |
What gets created when an email syncs
Contacts for every new outside address - the sender and anyone in the To or Cc line
A company, from the sender's email domain - but only where that domain belongs to a business. An address at Gmail, Outlook, Yahoo or another personal provider creates the contact on its own
People already in your CRM are linked rather than created again: contacts are matched on their email address, so the same person is never added twice. Blind-copied addresses are never read and never create anything.
Being copied in is enough. Everyone new on a synced email becomes a contact, not only the sender. This is the usual explanation for contacts you do not remember adding.
Your first import is different
The first time your mailbox connects, Dreamteam reads a stretch of history in one go - going back as far as your admin has set. Two things happen on that run and nowhere else.
Bulk mail is dropped before it is read. Newsletters and no-reply addresses from senders you have never dealt with skip the four questions entirely. Anyone already in your CRM is exempt. Afterwards there is no bulk filter - the same newsletter is read and judged like anything else.
Some senders are added to your skip list. A first-time sender dropped as bulk mail, or for sensitive content, is added so the same mail stops arriving.
That skip list is yours alone - never a colleague's, and never the rules for everyone. Only the sender of the dropped email goes on it, not the people copied in, and never someone who is already one of your contacts. You can see and undo the whole list under Skip emails from.
Why is this email not here?
What you are seeing | Usually because | What to do |
|---|---|---|
An email from a customer is missing entirely | Someone on it is on a skip list | One skipped address drops the whole email. Check Skip emails from |
Nothing older than a certain date | It predates your import period | An admin can change the period in Email preferences |
First-touch emails from new leads are missing | There is little for Dreamteam to measure "about your business" against | Fill in your company details and products - see Configuring Knowledge Hub |
A newsletter keeps syncing | Its sender is already one of your contacts, so question 4 is never asked | Add the sender, or the whole domain, under Skip emails from. Tell us if it still arrives after that |
A contact you never added | They were on an email that synced | Expected. Everyone new on a synced email becomes a contact |
Does this apply to email I send as well as email I receive?
Yes. Sent mail is asked the same questions, judged on whether it is outreach worth recording rather than on someone else's intent.
A sender was added to my skip list and I did not do it.
That happens on your first import only, for senders dropped as bulk mail or for sensitive content. It applies to your mailbox alone.
You can remove them under Skip emails from at any time. Someone already in your CRM is never added this way.
Can I change what a colleague's mailbox syncs?
No. Your skip list is yours alone. The rules for everyone - skip rules, your company domains and the import period - are set by an admin in Email preferences.
If you need help, reach out to us at gethelp@dreamteam.co.