Contact records missing email addresses
Ticketclosed
Grisedale Search & Selection: documents · Contact records missing email addresses
Contact records missing email addresses in brain search despite being populated in source CRM. Root cause was email field mapped to different name than connector expected. Connector config updated; emails will sync in next refresh.
What happened
What this says
Current to 11 Oct 26Contact records missing email addresses in brain search despite being populated in source CRM. Root cause was email field mapped to different name than connector expected. Connector config updated; emails will sync in next refresh.
Problem: Becky Tattersall found contact records missing email addresses in search results, even though those records had email information in the CRM. Handling: Bethan asked for specific examples. Investigation found the customer's CRM has email field mapped under a different name than the connector was looking for. Bethan updated the connector configuration. Watch: Next refresh will pick up those email addresses. This indicates a configuration mismatch during implementation and potential need for better field mapping documentation.
Details
Updated 9 Oct 26Trail
created · Becky Tattersall 3 Jun 2026 08:16I've been searching for contacts related to a particular matter and some of the records are missing email addresses. They're definitely in our CRM with email information, so I'm not sure why they're not coming through to the brain. Can you help me understand what's happening?- public_reply · Becky Tattersall 3 Jun 2026 11:03Actually, I just checked - the records that are missing emails do have email addresses in the CRM, so it's not like they're incomplete in the source. It's strange that they're not syncing over.
- public_reply · Bethan Lister 3 Jun 2026 13:02Thanks for reporting this. Just so I've got this right, the contacts are in your CRM with email addresses, but when you search the brain, those email fields are blank? Can you give me an example of one of the contacts who's missing their email?
- internal_note · Bethan Lister 5 Jun 2026 09:01Customer provided three examples. Checked connector logs. Email field mapped to different field name in their CRM than connector expected. Mapping mismatch. Provided updated connector config.
- public_reply · Bethan Lister 5 Jun 2026 10:44Found the issue. The email field in your CRM is mapped under a different name than our connector was looking for. I've updated the mapping on our side. The next refresh will pick up those email addresses. You should see the data populate within a day.
- status_change · 20 Jun 2026 23:59