You may notice that while checking metrics cards the email count doesn't match what you are seeing in Salesforce, so it's important to note that we pull emails from your corporate email account, meaning we pull emails from G Suite or Microsoft typically and Salesforce rarely. If you are unsure, it's more than likely your emails are being pulled directly from G Suite or Microsoft, but our Support Team is happy to confirm!
Most importantly, we do not integrate with any third-party platforms such as Salesloft or Outreach that may be attached to your Salesforce account.
Discrepancies in email count are typically attributed to how an integration that is being used to send emails is processing a copy over to the respective corporate email account. This means that in most cases, the email activity taking place in Salesforce is set up to cc the rep's email, and Atrium then picks that copy up and reflects it in your instance.
If you find that email counts are off for your team, the first step in triaging the issue would be to confirm an email that is reflected in Salesforce for a rep that has gone to a contact on an open opportunity or account, and then try to locate that email in their corporate email account, and not in Salesforce. If you do not find the email, then go ahead and check either a few more emails or emails for a few different reps' to confirm that the problem is between your Salesforce and email connections, and if that proves true then it's important to check in with your Salesforce admin on how exactly the integration is set to connect with your email account and make any necessary changes. Atrium cannot retroactively pick up any email copies that were not generated when they were created, but data going forward will be correct.
If the above does not apply and you can confirm the email in question is in both Salesforce and the rep's email account, then it's important that Support investigate thoroughly for you. In order to investigate thoroughly, however, we will need screenshots of the email in question from the rep's email account, i.e. G Suite or Microsoft, that reflect both the sender and receiver, as well as the subject line. Collect those and send to email@example.com with the details necessary.