If you see customers present in the 'Not synced' bucket in the Data Sync tab, follow these steps to resolve.
It is recommended that you clear the rest of the cards on the data sync dashboard before you action this card as often times, correcting the other three will resolve accounts in this card.
Check the domain(s)
Customers end up in this bucket because they are missing an email domain, the email domain associated with them isn't correct/accurate, or they may share a domain with another customer you've added to Staircase.
Missing or Incorrect Email Domain
Navigate to the Account page in Staircase, open the customer page and click Settings > Account domains. Here you will be able to add the correct domain(s). Once done, click 'update' or 'save'
Email Domain Shared with Another Account(s)
In the event you have customers with shared email domains, we'll have to take a slightly different approach to sync communication data between the two accounts. In these cases, please ensure your CRM contact list for all customers with the shared domain are accurate and complete. Accounts with shared domains will have to move from a domain sync to a contact sync so Staircase will rely on the contact list to inform which communications go to which accounts.
Please note: with a contact sync, any new customer stakeholders will need to be added to your CRM in order for Staircase AI to fetch and analyze their communications.
Once you've corrected the account(s) on CRM, please delete them from Staircase (all accounts with the corresponding shared domain) and they will re-sync from the CRM - this time, using the contact sync and not assigning the shared domain to any one account.
If neither of the above options applies, here are two other possibilities an account may not have data synced:
There truly has been no recent communication with this customer (either to or from) - please validate this with your IC team.
The team members who service this account have not had their email/inbox synced with Staircase. In this case, adding them to the domain install or sending them an invite should resolve this data sync warning.