The message "This email isn't shared with you" in Salesforce typically appears when a user does not have the necessary permissions to view or access the email associated with a specific activity. This issue might arise when Einstein Activity Capture (EAC) is utilized to capture email activities and associate them with Salesforce records, such as accounts.
As a Rev Ops Manager or System Admin, it's important to have full visibility of activities related to Accounts. There are 2 solutions that can help resolve the error.
Solution 1: Users are seeing this message in the email activities sent by other Users because the sharing settings of that User is set to 'Don’t Share.'
Here are the steps on how to change the Einstein Activity Capture sharing settings on the User’s personal settings:
Click on your avatar.
Click on Settings.
Enter Einstein Activity Capture in the Quick Find box, then select Sharing Settings under Einstein Activity Capture
Select Sharing settings, then click the Change button. You are presented with three available sharing settings:
Share with Everyone: This sharing setting will allow for everyone (all users) in your Salesforce instance, to view the full contents of all your emails and events. An administrator can, however, restrict this to all Einstein activity users only, rather than allowing every user to view emails and events
Share with my Chatter groups: This sharing setting will allow for designated Group members only, to view the full contents of all your emails and events. Anyone outside of the selected group would see limited information for both emails and events
Don't share: This sharing is the strictest option that will not allow any user to see any of your email or event content. They will only be able to see that emails or events took place, but are unable to open these to view further details
Click on Save.
Solution 2: When Einstein Activity Capture is enabled, there are certain organization wide settings available to turn on or off. Within EAC, there are two specific email settings that attempt to automatically prevent flagged sensitive information.
Below are steps to disable those settings and ensure users see all emails:
Navigate to Settings
In the Quick Find, search for Einstein Activity Capture
Select Settings
Scroll down to Email Settings
Turn off the below email settings:
Prevent Automated Email Replies from Being Shared
Prevent Sensitive Emails from Being Shared
By addressing the access permissions, reviewing the sharing settings, and ensuring the correct configuration of Einstein Activity Capture, the Salesforce administrator can resolve the issue and enable seamless access to the relevant email activities for the affected users.