Email is in webmail Sent but not Outlook
Check the mailbox folder before resending anything.
Provider webmail + your email app
Step by step
Confirm you are checking the same mailbox address in CRM, webmail and Outlook.
Check provider webmail Sent. If the message exists there, it was saved on that mailbox server.
Refresh/sync your email app and check the server Sent folder, including any similarly named Sent folders.
Review the app’s account type and folder synchronization settings. A local-only Sent folder may differ from the server folder.
If CRM reports a Sent-copy warning, ask an admin to check the mailbox connection. Do not resend a successfully sent message just to repair a folder view.
Demo: the same test Message-ID appears in webmail; the email app needs to sync the matching server folder.
FAQ
Why is Sent visible in webmail but not Outlook?
Check the same mailbox, server Sent folder and app synchronization settings before resending.
Read related guide →Should I resend after a Sent-copy warning?
Not if sending succeeded. Repair the mailbox copy/sync problem separately to avoid a duplicate buyer email.
Read related guide →Reviewed 10 October 2026 · CRM 0.53.1