Emails Not Appearing as Cases in Sprinklr
Updated
Customers often report email-grabbing issues when they do not see a case created in Sprinklr after sending an email. In most scenarios, the email is successfully grabbed by Sprinklr, but the case is not created due to rule configuration issues.
This document helps you:
Differentiate between email-grabbing issues and case creation (rule) issues.
Verify whether an email was successfully ingested into Sprinklr.
Take the correct next steps to reduce resolution time.
Issue Explanation
Customer assumption: “If I do not see a case, the email was not grabbed.”
Actual behavior:
The email may have been successfully grabbed by the Email module.
The case was not created due to misconfigured or failing case rules.
Understanding this distinction ensures the issue is routed to the correct team and resolved faster.
High-Level Flow
The customer sends an email to Sprinklr.
Sprinklr grabs the email (Email module).
Case creation depends on configured rules.
If rules fail, no case is created, even though the email exists in the system.
Refer to the steps below to validate this scenario.
Step 1: Check Whether the Email Exists in Sprinklr
The fastest way to confirm whether Sprinklr received your email is by using Universal Search.
What You Need
The subject line of the email you sent.
Steps
Open Universal Search in Sprinklr.
Select Message as the search type.
Enter the exact subject line of the email.
Wrap the subject in double quotes.
Press Enter.
Step 2: Interpret the Results
Scenario 1: Email Is Found in Universal Search
What this means
Sprinklr successfully received your email.
The email system is working correctly.
The case was not created due to rule configuration.
What you should do
Raise a support request for a case creation issue.
Mention that the email is visible in Universal Search but no case was created.
Scenario 2: Email Is Not Found in Universal Search
If the email does not appear in Universal Search, it means the email was not ingested into Sprinklr.
Before raising a support ticket, perform the critical checks below.
Step 3: Verify the Inbox of the Connected Mailbox (Critical)
Sprinklr only ingests emails that actually arrive in the Inbox of the mailbox connected to Sprinklr.
Note: This step is extremely important.
What to Check
Identify the mailbox connected to Sprinklr.
Open the Inbox folder of that exact mailbox.
Confirm whether the email is present.
Example
If the mailbox connected to Sprinklr is abc@organization.com, you must verify that the email exists in the Inbox of abc@organization.com.
Common Mistake to Avoid
The email was sent to multiple recipients (To or CC).
Another user received the email.
The email never reached the Inbox of the mailbox connected to Sprinklr.
In this case, Sprinklr cannot ingest the email.
Step 4: Determine the Outcome
Case A: Email Is Not Present in the Inbox of the Connected Mailbox
What this means
This is not a Sprinklr issue.
The issue occurred before Sprinklr received the email.
Possible causes
Mail delivery delay
Exchange or mail routing issues
Anti‑spam or anti‑malware filtering
Mailbox rules or policies
External mail server issues
What you should do
Investigate internally with your:
IT team
Mailbox or Exchange administrators
Email infrastructure team
A Sprinklr support ticket is not required at this stage.
Case B: Email Is Present in the Inbox but Missing in Sprinklr
What this means
The email reached your mailbox.
Sprinklr did not ingest the email.
This is likely an email ingestion (grabbing) issue.
Step 5: What to Do Before Raising a Support Ticket
To help resolve the issue faster, gather the following before creating a support ticket:
Required Information
The .eml file of the missing email
Mailbox account details
Approximate date and time the email was received
Email subject line
Sender email address
You can usually download the EML file from:
Outlook
Gmail
Exchange
Other email clients
Tip: Attaching the EML file upfront allows the support team to begin investigation immediately and reduces follow‑up questions.
Quick Reference Guide
Situation | What It Means | Next Step |
Email found in Universal Search | Email was received | Report a case creation issue |
Email not in Sprinklr and not in connected Inbox | Not a Sprinklr issue | Contact internal IT/email team |
Email in connected Inbox but not in Sprinklr | Email ingestion issue | Raise support ticket with EML |
Key Takeaways
A missing case does not always mean a missing email.
Universal Search is the first and most important check.
Sprinklr only ingests emails that reach the Inbox of the connected mailbox.
Providing the EML file upfront speeds up resolution.