Syncing your email account with Canopy enables all client-related email correspondence to appear in one centralized location. This shared inbox gives every team member with access to a client’s record full visibility into email communications.
Required Plan, License, and Permissions
You’ll need:
Canopy Client Management license with access to Email & Calendar settings
Appropriate email provider login credentials (Gmail, Outlook, Yahoo, etc.)
For Microsoft accounts: Only paid Microsoft accounts are supported (Hotmail or free Outlook.com accounts won't work)
Ensure POP3 is disabled for Microsoft accounts
Admin rights to manage account integrations
🚧 Beta Feature Available
We’ve released Email Summaries Beta — an AI-powered tool that summarizes threads in the Inbox and Communication tab. Check out the overview here.
Why does this matter to an accountant or admin?
Centralized email visibility makes it easier to collaborate across teams, avoid duplication, and ensure clients receive timely, consistent responses—especially during tax season.
Table of Contents
Connect an Email Account
Click your profile icon in the global navigation bar.
Choose Settings from the menu.
Click Email & Calendar.
Select Accounts.
Click Add Account.
Choose your email provider.
If your provider isn’t listed, select Other Providers.
Open the Provider drop-down.
If not listed, click I don't see my provider.
If using Yahoo, follow the Yahoo Email Connection guide.
Select what to sync (Email and/or Calendar).
Calendar sync is only supported for Gmail or Microsoft Exchange.
Log in using your email credentials.
Input fields may vary depending on your provider.
If using “Other,” you’ll need IMAP and SMTP details.
Click Continue.
To assign contact types, click Next.
Assign a Client Type and Entity Type for each contact. (Leave sync option to Ignore to exclude the contact from syncing).
Click Finish.
To import later, click Save & Finish Later.
If needed, label your account:
Internal: What your team sees
External: What your clients see
📣 Microsoft Account Notes
If your Microsoft email has multiple aliases, make sure the primary alias matches your username.
Open Microsoft account → Click profile picture → Select My profile
Under Account info, check which alias is marked primary
If it doesn't match, click Edit account info → Choose alias → Click Make primary
Sign out everywhere, then retry the sync in Canopy.
For accounts with two-factor authentication (2FA):
You'll need to generate an app password for Canopy
Log in to your Microsoft account online
Navigate to Advanced security options
Follow instructions to create an app password
Use this app password when connecting to Canopy
Settings may vary; contact your email admin if needed.
Import Email Contacts as Clients
The import process runs in the background and can take up to 10 minutes.
From the global navigation bar, click the Profile icon > Settings.
Click Email & Calendar.
Open Accounts and select your connected account.
Click Manage contact import.
Use the scroll list or search bar to locate contacts.
Assign a Client Type and Entity Type.
For contacts with multiple email addresses:
Assign Client, Other, or Prospect to just one.
Set others to Ignore to prevent duplicates.
Click Finish.
Or click Save & Finish Later to return to it later.
A confirmation message will display once your changes are saved.
Disconnect an Email Account
Only the original user who connected a shared email can disconnect it.
Click your profile icon > Settings.
Go to Email & Calendar > Accounts.
Select the connected account.
Click Remove Account.
A confirmation popup will appear asking whether to keep or delete already imported emails.
Important Notes After Disconnecting
Email signatures: After re-adding your account, you will need to set up your email signature again.
For admins: When troubleshooting team members' accounts, you can go directly to the "Email & Calendar" settings for account removal and addition without accessing the user's profile page.
Managing Deactivated Team Members:
When a user is removed from Canopy, you’ll be prompted to keep or delete their associated emails.
Troubleshooting
If you experience issues with your email integration, try these common solutions:
Common Email Issues and Solutions
The following email issues can often be resolved by removing and re-adding your email account:
Blank emails appearing after updates.
Email syncing and connection errors.
Authentication problems with your email provider.
General Troubleshooting Steps
Confirm your email alias matches the account's primary alias.
Double-check IMAP/SMTP credentials for custom email providers.
Clear session cookies and reattempt connection if sync stalls.
Contact your IT team if you lack access to modify alias or account settings.
For shared Outlook mailboxes that cannot connect:
Use credentials of the associated primary account.
Verify prerequisites such as account type, app password, and POP3 settings.
Ask the original setup individual to re-add the mailbox if issues persist.
Remove and re-add the mailbox in Canopy if other steps do not resolve issues.
Resolving Issues by Removing and Re-Adding Email Accounts
For persistent issues, removing and re-adding your email account often refreshes settings and resolves connection problems:
Remove your email account following the steps in the "Disconnect an Email Account" section above.
When prompted, decide whether to keep or delete already imported emails.
Re-add your account using the "Connect an Email Account" process above.
Verify the connection is successful by checking for a green checkbox in the "Email and Calendar" tab.
Confirm your email alias matches the account’s primary alias.
Double-check IMAP/SMTP credentials for custom email providers.
Clear session cookies and reattempt connection if sync stalls.
Contact your IT team if you lack access to modify alias or account settings.
Summary
Connecting your email to Canopy ensures centralized client communication, reduces missed threads, and helps your team stay coordinated. With added features like contact labeling and AI-powered summaries, the Email integration is a foundational tool for firm-wide efficiency. Special considerations for shared Outlook mailboxes and troubleshooting steps ensure seamless collaboration and effective management.
Need help?
Contact Support or ask Penny, our AI Support Bot, for assistance.