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Adaptive Sync Session Interval Calculation Explained

For users of the Email Sidebar on:

4 min read


Revenue Grid Synchronization (RG Sync Engine) is a recurrent background (server-side) process of two-way data exchange between your email account (on an MS Exchange, Office 365, or Gmail server) and your Salesforce account.

RG Sync Engine performs sync sessions 24/7 to maintain data mirroring between your email/calendar items and their matching Salesforce objects. It also considers your choices and actions in RG Email Sidebar and your email client (via the dedicated category or folder). RGES Sync does not depend on whether RG Email Sidebar or MS Outlook/other supported email client is opened.


Learn more about how RG sync works and what it syncs in this article

If you are actively changing data in your mailbox or Salesforce (receive/send emails/events, save objects, etc.), RG Sync sessions are carried out every 30 minutes. However, in a period of inactivity, sync sessions may occur every 60 or 120 minutes to save resources (Salesforce API calls, Exchange/O365 API calls etc.) based on your work practices. It’s a so-called adaptive sync session interval calculation.

Sync session intervals calculation

By default, the adaptive sync session intervals are calculated following this pattern:

1. T+0:00 Run a sync

2. T+0:30 Run a sync

If changes are detected, the pattern will restart from step 1 (ensuring the user syncs every 30 mins).

If no changes are detected, the next sync session will be skipped. The sync will occur in 60 minutes.

3. T+1:30 Run a sync

If changes are detected, the pattern will restart from step 1

If no changes are detected, the next 3 sync sessions will be skipped. The next sync will be in 120 minutes.

4. T+3:30 Run a sync

If there are changes detected, the pattern will restart from step 1.

If no changes are detected, the pattern of skipping 3 out of 4 sync sessions will repeat until any changes are detected or the adaptive sync interval resets.


By default, the interval for running sync sessions is 30 min. However, this interval may be adjusted by your admin for your organization.

Identify whether a sync session was skipped

Admins can check whether a sync session was skipped on the Statistics page of a specific user in the Admin Panel.

To see the statistics:

  1. Go to the Users page

  2. Find the necessary user and click on their name to open the details

  3. Switch to the Statistics page

  4. Review the Message column

Reset adaptive sync interval

You can reset the adaptive sync interval and start syncing every 30 mins by:

  • Clicking Force sync on the General tab in Sync settings

  • Clicking the Save button on an email or calendar item in Compose mode

  • Making changes in Salesforce or mailbox which result in some data synchronized either way


If your company’s workflow requires a different adaptive sync interval pattern, request our support team to adjust it on the tenant level with the global setting ServiceIdleSynchronizationSkipPattern.

Find out when the next sync session will occur

To figure out when the next sync session will take place:

  1. Open the Sidebar on an unsaved email or calendar item

  2. Hover over the info icon next to the Save button

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