Adding Users/Teams

• Does each team member have to log in regularly to get their stats?
• How do I add other users to my account so I can view their email analytics? (Gmail users)
• How do I add other users to my account so I can view their email analytics? (Outlook users)
• How do I give manager/admin permissions to my team members?
• How do I give permission to team managers to view only specific users' stats?
• How do I set up the Google Workspace integration?
• How do I set up the Microsoft 365 integration?
• How does billing work when I add or remove users?
• I get an error when I try to setup Google Workspace integration: admin_policy_enforced
• What are teams for?
Show all articles ( 7 ) Collapse Articles

Filters & Contact Groups

• Do my team members have access to my Filters and Contact Groups?
• How do I create a contact group?
• How do I create a filter or contact group for subject lines, keywords, or automated emails?
• How do I create a filter?
• What are filters and contact groups?
• What are Internal/External Contacts and Direct emails only?
• What does AND/OR mean?
• Why are some emails missing when I apply a label filter?
Show all articles ( 5 ) Collapse Articles

Average response time

• Changing my work hours doesn't change my Average Response Time (Work Hours). Why not?
• How can my average open time be higher than my average response time?
• How do I set out-of-office days for my employees so their response time doesn't get skewed when they're on leave?
• How do you calculate response time for a single day?
• How does EmailAnalytics calculate average response time?
• If we have an autoresponder on, does that influence response time?
• My actual average response time is sometimes less than my work hours response time. How is that possible?
• What happens if I don't reply to an email; how is my response time affected?
• What is the difference between Average Response Time (Actual) and Average Response Time (Work Hours)?
Show all articles ( 6 ) Collapse Articles

Shared inboxes

• How do I get sent items to display in my Outlook shared mailbox?
• How do I track individual team member activity in a shared inbox / mailbox? (Outlook)
• How do I track individual team member activity in a shared inbox/account? (Gmail)

Integrations

• What does the HubSpot integration do, and how do I set it up?
• Who can access the Integrations page?

Billing

• How does billing work when I add or remove users?

Other

• Can I monitor email activity of a Google Group?
• Does EmailAnalytics include data sent by and received from aliases?
• How do I configure email reports for myself and my team?
• How do I delete my account?
• How do I export to CSV or Excel?
• How do I revoke EmailAnalytics' permission to access my Gmail?
• How does EmailAnalytics handle deleted emails?
• How does the set time zone affect reports?
• If I send an email to 5 recipients, do you count it as one sent email, or 5 sent emails?
• If I send an email to person A and CC person B, does it count as 1 sent email, or 2 sent emails?
• My message count in EmailAnalytics is different from what Gmail reports after I do a Gmail search. Which is correct?
• What happens if I change my Gmail/Google account password?
Show all articles ( 9 ) Collapse Articles

SLA

• How can I see a list of emails that my team has received and whether they've been opened or replied to yet?
• How do I set and measure SLA / response time goals?

Troubleshooting

• I get an error when I try to setup Google Workspace integration: admin_policy_enforced
• Login takes me to the wrong account; what should I do? (Outlook)
• When I try to login, it says "Need admin approval." How do I get past it?