Quick Summary
If the wrong email address was linked to a client profile, you may see irrelevant or personal emails appearing in the client’s timeline. Trail allows you to remove emails from a client profile without deleting them from your actual email inbox.
You can do this in two ways:
Select and remove specific emails (recommended)
Remove all emails linked to a specific email address (use with caution)
Important Things to Know First ⚠️
❌ Trail does not delete emails from your actual email inbox
📬 Removed emails will still appear in your Trail Mailbox (if Email Integration is connected)
🔁 You can re-link emails later as long as they still exist in your email inbox
🚨 If an email is deleted from your inbox, Trail cannot re-link it
Method 1: Select and Remove Specific Emails
✅ Best option if you want control over what gets removed
Step-by-Step Guide
Go to the client’s profile
Open the Timeline
Click Toggle Emails at the top of the timeline
This will bring up little boxes to the left of every email on the profile.
Tick the boxes next to the emails you want to remove
You can select up to 30 emails at a time
To quickly select 30 emails, tick the checkbox near the timeline header
Click Remove From Profile at the bottom
Trail will give you a pop-up to confirm that you want to remove these emails off of a profile.
You can select up to 30 emails at a time to remove. To quickly select 30 emails, you can click the box at the top left near the timeline header.
Again, Trail will prompt you to confirm that you want these emails removed from the profile.
Method 2: Remove ALL Emails Linked to a Specific Email Address
🚨 Use with caution — this removes all historical emails tied to that address
When to Use This
An incorrect email address was linked to the profile
You are sure none of the emails or attachments should remain
Step-by-Step Guide
Go to the client’s profile
Navigate to the Client Portal
Find the client’s email address
Click the chain (link) icon next to the email address
An additional pop-up will come up to confirm that you no longer want to sync any future emails to this profile.
If emails already exist: A second confirmation pop-up will appear
Choose one of the following options:
Remove all historical records
→ Selecting this option will permanently remove all past emails that were either sent from or received from the selected email address on this client’s profile.
Keep previous records
→ Selecting this option will stop any future emails from syncing to this profile, but all existing emails will remain visible on the client’s timeline.
Best Practice Recommendation ⭐
👉 Always use Method 1 unless you are 100% certain that all emails linked to an address should be removed.
This method:
Gives you more control
Prevents accidental data loss
Allows easy recovery if needed
Need Help?
If you’re unsure which option to use or want help reviewing what should be removed, feel free to reach out — happy to help! 😊