Log an email to a contact or organization

Copy your personal logging address, BCC it on mail you send, and forward replies or whole conversations to it so they land on the right contacts.

Before you start

Incenti turns on email logging for your account. If you do not see Emails in the sidebar, it is not on yet; ask Incenti support to turn it on.
Logging is something you do on purpose, one email at a time. EDOS never reads your mailbox, and nothing is logged unless you BCC or forward it to your logging address.
Only mail sent from your own Incenti Portal login email address can be logged. Aliases, "send as" addresses, and shared mailboxes are not accepted. See Fix an email that was not logged.
Everyone on your account can see what you log. There is no private option, so do not log an email you would not want your teammates to read.

Steps

Find and copy your logging address

Click Emails in the left sidebar.
At the top of the page, the Your logging address card shows your personal address, which looks like log- followed by 32 letters and numbers, then @ and a domain that belongs to Incenti.
Click the copy button next to the address. A message confirms Address copied.

The same address is on the Email logging card on your own profile. The address belongs only to you; other people on your account have their own. You will not see a teammate's address.

Log an email you sent

Write the email to your contact as usual.
Put your logging address in the Bcc field. Do not put it in To or Cc.
Send the email.

Tip: if you BCC your logging address often, save it as a contact in your email program, or add a rule that BCCs it on mail to certain domains.

If you put the address in To or Cc instead, EDOS treats the message as a forward and looks for another email inside it. It usually cannot find one and you get a reply saying so.

Log a reply you received

When a contact replies to an email you BCC'd, the reply is not logged on its own, because your BCC is not kept on their reply. Log it yourself:

Open the reply in your mail program.
Forward it to your logging address. Forwarding as an attachment is best (see below); a normal forward also works.
Send the forward. You do not need to add any text.

Log an email you received

Use the same steps as for a reply: open the email, forward it to your logging address, and send it.

Forwarding as an attachment keeps the original message and its headers intact, so EDOS reads the real sender, recipients, and date, and the email always joins the right conversation. Forwarding a whole conversation this way logs every message in it, up to 25. Messages that are already logged are skipped.

Gmail on the web. The option is not in the open message's three-dot menu.

In your inbox list, right-click the email or conversation and choose Forward as attachment. Or tick the checkbox next to it and click the three-dot menu in the toolbar above the list, then choose Forward as attachment.
Enter your logging address in To and send.

The Gmail mobile app cannot forward as an attachment. Use a normal forward there, or switch to a computer.

Outlook. Select the email, then choose Forward as Attachment from the forward menu, enter your logging address, and send.

Forward the normal way

A plain (inline) forward works in Gmail, Outlook, and Apple Mail. EDOS reads the "Forwarded message" or "From / Sent / To / Subject" block in the body. Because that block carries no conversation details, EDOS joins the email to your most recent logged conversation that has the same subject (ignoring Re: and Fwd:) and at least one of the same outside people from the last 90 days. If there is no match, it starts a new conversation.

Know the limits of a plain forward:

If the subject was changed, it will not match the earlier conversation and starts a new one.
The forwarded block shows a time without a time zone, so the time shown can be off by a few hours.
Forwarding a whole conversation this way logs only the newest message. The earlier ones are just quoted text inside it. Use Forward as attachment to log them all.

Change your logging address

On your profile, click Change address on the Email logging card.
Read the Change your logging address? message and click Change address to confirm.

You get a new address at once and the old one stops working immediately. Email sent to the old address is dropped without a reply, so update any saved contacts or mail rules that use it. Change it if you think someone else has your address.

What happens next

A short while after you send, the conversation appears on the Emails tab of the matching contacts and organizations, and on the All tab of the Emails page. See Find and manage logged emails.
Messages sent from your side (you, a teammate, or an address on your account's domain) are labeled Sent; all others are labeled Received. Messages in a conversation are shown in the order they were sent.
EDOS matches every sender and recipient on the email, except people on your own account and addresses on your account's own domain, against the contacts you can see. It also links the organizations those contacts belong to, and any organization whose Domain matches the person's email domain. Free-mail domains such as gmail.com never match an organization by domain.
If nobody matches, the email is still saved and appears on the Unlinked tab of the Emails page, and you get an email asking you to link it.
If every person on the email is on your team or your own domain, nothing is logged and you get an email saying so.
When your account has it turned on, people who match no contact can be created as new contacts. See Create contacts from logged emails.
Attachments on the email are saved with it, and also as documents on your account. Images embedded in the body are not saved as attachments. An email can be up to 25 MB with up to 20 file attachments.
If the same email is logged twice, for example because you and a teammate both BCC'd it, EDOS keeps one copy and just adds any new links.
You only get a reply email when something needs your attention. A quiet inbox means the email was logged.

Common questions

Q: I BCC'd my logging address but nothing shows on the contact. Why? A: Check your inbox for a reply from Incenti titled "Couldn't log your email" or "Logged, but…". No reply at all usually means the email was sent from a different From address than your login email, or failed your domain's DMARC check. Other common causes are an email that only includes people on your own team, or a contact whose email address EDOS does not have yet. Also look on the Unlinked tab of the Emails page.

Q: A contact replied to an email I BCC'd. Why isn't the reply logged? A: A BCC is not kept on replies, so the reply never reaches your logging address. Forward the reply to it, ideally as an attachment.

Q: I can't find Forward as attachment in Gmail. A: It is not in the open message's three-dot menu. Right-click the email in your inbox list and choose Forward as attachment, or tick its checkbox and use the three-dot menu in the toolbar above the list. The Gmail mobile app does not offer it.

Q: Should I forward as an attachment or inline? A: As an attachment when you can. It keeps the original details, always joins the right conversation, and logs every message when you forward a whole conversation. An inline forward works too, but it is matched by subject and people, and only the newest message is logged.

Q: Can my assistant or a teammate log email for me? A: No. The email has to be sent from your own login email address, using your own logging address. Anyone else sending to your address is refused, without a reply to you or to them.

Q: Can I log an email from my phone? A: Yes, if your mail app can BCC or forward to an address and the mail is sent from your login email address. The Gmail mobile app cannot forward as an attachment.