1) “Link Emails to Customers” is disabled
Within Email Settings (Envelope icon > Menu > Email Settings), there is an option called “Link emails to customers.”
If this option is disabled, all sent emails will be marked as private (including those sent from within a customer or deal).
After enabling this option, to make an email that was previously sent visible, you’ll need to go to the Sent folder, open the email, and click the lock icon to make it public.
2) Sent via the Envelope without linking to a Customer/Deal
This can happen when a user sends an email through the Envelope (icon in the top-right corner next to the calendar) > New Email.
In this case, the email is not necessarily linked to a customer or deal, so it won’t appear in the complete history.
