When you reactivate a mailbox account in Sprinklr after it has been disconnected (for example, due to authentication errors or password changes), Sprinklr performs a backfill to retrieve missed emails.

Backfilling is strictly limited to emails from the Inbox folder.

Emails from other folders, including the Sent folder, are not retrieved during this process.

Symptoms

You may observe the following after reactivating a mailbox:

• Emails received during the deactivation period appear in Sprinklr as cases
• Emails sent during the same period are missing in Sprinklr
• Historical sent communication is visible only in the native mailbox

Cause

This behavior occurs because Sprinklr’s backfill mechanism is designed to:

• Retrieve inbound emails only
• Fetch emails exclusively from the Inbox folder
• Ignore emails stored in other folders, including Sent

This limitation applies consistently across all mailbox integrations.

Scope of Impact

The backfill behavior applies to:

• Microsoft Exchange accounts
• IMAP-based mailbox accounts
• Any integrated email account in Sprinklr

Backfilling is triggered when:

• The mailbox is deactivated (for example, due to errors or password changes)
• The mailbox is successfully reactivated and authenticated again

Inbox Folder Limitation

By design:

• Sprinklr retrieves emails only from the Inbox folder
• Emails in the Sent folder are not imported
• Emails sent during the deactivation period remain in the mailbox but are not available in Sprinklr

Resolution

There is no workaround to backfill sent emails.

To manage this scenario:

• Refer to the native mailbox (Exchange, Gmail, etc.) for sent emails
• Use external tracking if sent email visibility is required in workflows
  

Customers should not expect sent emails from their mailbox to appear as cases in Sprinklr after reactivation.