Open Forum

Hello, 

I have observed that when I go to Contacts and look up the email history for an individual, it does not show a complete email history for them. For example, I looked up the history for participant who last attended training in early 2024. When I looked up their email it history report through Contacts, it didn't show anything, which is concerning because they did attend training in  early 2024 and they would have received the event emails leading up to the training event. I checked other contacts and notice on some that they don't have email history beyond 2024. It seems like the email history does not seem go back further than 2025 or late 2024. Has anyone else noticed this discrepancy?

Thank you!

#Reporting

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Maria Orozco
Member Services Coordinator
Washington Cities Insurance AuthorityUnited States
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Never mind, I found an article that indicates that the email history is only available for six months.  Thanks!

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Maria Orozco
Member Services Coordinator
Washington Cities Insurance AuthorityUnited States
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Hi Maria-

First question, do you have contact snapshot turned on? If this feature was turned on in 2024, this could explain why you are not seeing the history at the contact level from the events you have referenced. Contact snapshot will treat the contact database and each event as a separate database list and it doesn't communicate the event details back to the contact record. Here is the knowledge base article for reference: Using Contact Snapshot

If contact snapshot is not turned on, the next feature I would look into determining if your account uses obstification (spelling might not be correct). If it does, this is a feature that wipes contact data from your account for various reasons. A lot of accounts enable this feature to adhere to GDPR and other privacy law requirements. If not, I would reach out to Customer Care to determine if this actually a reporting issue and they will help determine if this is at the account level or enterprise wide. I would imagine a issue like this will more than likely be escalated to the technology team to ensure that this is not a greater issue within Cvent as a whole or if it is related to your account directly. 

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Lindsay Buchanan
OpEx Technology Administrator
Gilead Sciences, Inc.United States
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Hi Lindsay, 

Thank you so much for the tips about the Using Contact Snapshot and also to see if our account uses obfuscation. I'll investigate further and reach out to Customer Care to determine if this is on a global level or just our account that is having this issue. I appreciate your time and insights. Have a wonderful day!

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Maria Orozco
Member Services Coordinator
Washington Cities Insurance AuthorityUnited States
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Original Message:
Sent: 05-07-2025 14:29
From: Lindsay Buchanan
Subject: Email History for Contacts Not Appearing

Hi Maria-

First question, do you have contact snapshot turned on? If this feature was turned on in 2024, this could explain why you are not seeing the history at the contact level from the events you have referenced. Contact snapshot will treat the contact database and each event as a separate database list and it doesn't communicate the event details back to the contact record. Here is the knowledge base article for reference: Using Contact Snapshot

If contact snapshot is not turned on, the next feature I would look into determining if your account uses obstification (spelling might not be correct). If it does, this is a feature that wipes contact data from your account for various reasons. A lot of accounts enable this feature to adhere to GDPR and other privacy law requirements. If not, I would reach out to Customer Care to determine if this actually a reporting issue and they will help determine if this is at the account level or enterprise wide. I would imagine a issue like this will more than likely be escalated to the technology team to ensure that this is not a greater issue within Cvent as a whole or if it is related to your account directly. 

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Lindsay Buchanan
OpEx Technology Administrator
Gilead Sciences, Inc.United States
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