Email logging

For organisation admins · ~4 min read

Settings → Integrations → Email Logging puts the emails you exchange with a customer onto that customer’s timeline, so anyone picking up the account can see the whole conversation — not just the person who sent it.

There are two ways to get email into BUZ, and you can use either or both:

	Connected mailbox	BCC address
How it works	BUZ reads a Microsoft 365 mailbox every 15 minutes	You BCC a private BUZ address when you send
Covers	Everything in that mailbox, both directions, automatically	Individual emails you choose, from any email program
Needs	Microsoft 365	Nothing
Effort	Set up once	Remember to BCC each time

Most teams connect a shared sales mailbox and hand out the BCC address to anyone who sends customer email from somewhere else.

Early access

Email logging is switched on per organisation. If the page says “Email logging isn’t switched on for your organisation yet”, contact BUZ support and ask for access.

Figure 1 — Email Logging with a mailbox connected. (1) The connection status panel names the address actually being synced, with a shared chip when it’s a shared mailbox. (2) Sync now starts a sync immediately instead of waiting for the 15-minute cycle; Disconnect stops all future syncing. (3) The BCC address with its copy button — BCC it from any email program and the email lands on the customer’s timeline.

Connect a Microsoft 365 mailbox

1. Go to Settings → Integrations → Email Logging.
2. Select Connect mailbox.
3. Sign in to Microsoft and approve access when prompted. You’re returned to BUZ.
4. The panel turns green and shows Mailbox connected with the address being synced.

The first sync runs within 15 minutes — or select Sync now to start it immediately. After that it runs automatically every 15 minutes.

Sign in as the right person

Sign in with the Microsoft account whose mailbox you want logged — or, if you’re using a shared mailbox, an account that has access to it.

Choose which mailbox to sync

Once connected, Which mailbox to sync appears with two choices:

• The connected user’s mailbox — the personal mailbox of whoever signed in.
• A shared mailbox — enter the address (for example sales@yourcompany.com) and select Save.

Figure 2 — choosing which mailbox to sync. Select A shared mailbox, type the address, then (1) Save. If the shared mailbox doesn’t sync, the connected user didn’t have access to it at the moment access was approved — disconnect and connect again.

If the shared mailbox doesn't sync

The connected user must already have access to that shared mailbox in Microsoft 365. If access was granted after you connected, Disconnect and Connect mailbox again — Microsoft only includes the shared-mailbox permission at the moment you approve access.

Reading the sync result

After a Sync now, a banner tells you what happened — how many messages were read, how many were logged to customer timelines, and how many didn’t match anyone and were skipped. A large “didn’t match” number usually means the email addresses in that mailbox aren’t on your customer or lead records yet.

Disconnecting

Disconnect stops all future syncing. Emails already logged stay on their timelines.

Use the BCC address

Every organisation gets its own private BCC address. BCC it on an email to a customer and that email lands on the customer’s timeline — from Outlook, Gmail, your phone, anywhere.

1. On the Email Logging page, find BCC address.
2. Select the copy icon next to it.
3. Add it to the BCC field of your email — or save it as a contact so it’s easy to pick.

Keep this address private

Anyone who has your BCC address can add emails to your CRM. Share it with your team, not with customers or suppliers. Don’t put it in an email signature or an auto-forward rule.

How BUZ decides where an email goes

• An email is logged when the sender or any recipient matches one of your customers — or, failing that, one of your leads.
• Logged emails appear on the customer’s CRM 360 timeline, with subject, body and attachments.
• Email that matches nobody is ignored — nothing is stored.
• The same email logged twice (once by the connected mailbox, once by BCC) only appears once.

Figure 3 — a logged email as it appears on the Account 360 activity feed: subject, body and attachments, alongside calls and notes. Nothing is copied in by hand.

Good to know

• Matching is by email address — if a customer emails from an address you don’t have on their record, it won’t match. Add the address to the customer to capture future emails.
• Both methods together are safe — duplicates are removed, so connect a mailbox and let people BCC.
• Only the mailbox you nominate is read. Connecting doesn’t give BUZ access to anyone else’s mail.
• Nothing is logged retrospectively — syncing starts from when you connect.

Troubleshooting

What you see	What it means
“Email logging isn’t switched on for your organisation yet”	Not enabled for you — contact BUZ support for access.
“You don’t have permission to access this page”	Your user group doesn’t allow it — ask your administrator. See Groups & permissions.
No Connect mailbox button at all	Mailbox syncing isn’t available in your environment. Use the BCC address instead.
Connected, but nothing on timelines	Check the sync result banner. If messages are read but nothing logged, the addresses aren’t matching a customer or lead.
Shared mailbox won’t sync	The connected user lacks access to it — grant access in Microsoft 365, then disconnect and reconnect.