Sales CRM · Feature guide

Resolve timeline and email-access issues

Diagnose missing notes, unavailable email previews and search conflicts without weakening native CRM or mailbox permissions.

Audience: authorised staffPermission: The permissions for the requested opportunity, note or email operationReviewed 30 October 2026

Where to goSales CRM → Deals → Open opportunity → Open timeline

Before you start

Use your own authorised staff account in the intended Pixie CRM workspace. The Sales CRM module must be available and your role must include the permissions stated above. Existing leads, customers, communications and customer portal pages retain their normal access rules.

Follow these steps

Clear type and date filters, then load earlier entries. Enable retired notes and links when appropriate.
For a missing email, confirm it was explicitly linked to this opportunity. A shared customer or email thread does not automatically link other messages.
Verify your own read access to the original mailbox account through the normal mailbox.
Verify the opportunity’s current customer or lead and the selected participant’s current email address.
For an edit conflict, reopen the current opportunity and note/email association, then apply your intended change.
If the mailbox module is unavailable, continue using notes and activity history while the normal module administrator resolves availability.

Behavior and limits

Sales CRM View all and administrator status do not grant access to another person’s private mailbox. Shared accounts require explicit readable membership under the native mailbox rules.
A customer contact must still belong to the same linked customer context. A lead must still be the opportunity’s linked lead. Current native relationship access is checked for every email read.
Changed contact addresses must still exactly match the source message’s participants. A deleted/moved contact, changed linked customer, unavailable lead or deleted/trashed message can hide an association.
Unreadable email entries are omitted rather than exposing subject lines or recipient information. Other users may therefore see different email entries on the same opportunity.
Note visibility follows opportunity access. Note editing additionally requires the author or administrator and ordinary Edit permission.
General record-history entries may record that a note or email association action occurred; they do not include the note body or private email content.
The timeline does not change source permissions, repair deleted messages, connect mail accounts or send communication.

Check it worked

Repeat the operation using your own account after the legitimate source-access issue is resolved.
Check the opportunity timeline and native mailbox independently to confirm the expected record and source.

Troubleshooting

If you can read an email in the mailbox but cannot link it, check opportunity Edit permission, owner access to the selected customer/lead, exact participant matching and archived state.
If the contact is outside the initial picker results, search using a specific name or email.
If results are limited, narrow the message date range or subject.
If Load earlier entries fails after an old position was retained, reopen the timeline or reapply filters to start from the latest valid position.