The Accounts application does not set the sensitivity level on emails that it generates, so I believe that Outlook will be setting this based on your preferences. In Outlook go to Fie -> Options -> Mail -> Send messages -> Default Sensitivity level and ensure it is set to normal (I suspect it will be set to private currently). Obviously that will affect all messages sent from Outlook, not just ones sent from Accounts, but there is currently no way to override the default sensitivity level that is set by Outlook itself.

Hope that helps.

Hi, thanks for your reply. I had already checked this and outlook settings are set to normal, so it must be Sage that is setting the emails to private. When i send an email generated within outlook its fine, but emails exported from Sage to outlook are shown as Private. But thanks for trying.

Hmmmm. There's no code in Accounts that does anything with the sensitivity level of the generated emails so there must be some external factor that is causing it to be set. Not sure what else that could be other than the setting in Outlook though.

Just following up on my original thread, we're still getting this issue. But interestingly a customer of ours sent me this message;

"Thank you for your email.  We have been having a few problems with your emails not showing as they are marked private but going to a shared mailbox. If you wouldn't mind not ticking that box going forward please".

There is no option in Sage or Outlook to prevent this from happening so i am baffled as to what the solution could be. I'll have a look on some other forums to see if i can find other answers.

What version of Sage and Outlook are you running? Do you send emails immediately or place in the Drafts folder?

We're on v28.1 and send to Drafts and use Outlook 2019 and my Outlook default sending options are set to Normal for Importance and Sensitivity. I've not had this issue.

What version of Sage and Outlook are you running? Do you send emails immediately or place in the Drafts folder?

We're on v28.1 and send to Drafts and use Outlook 2019 and my Outlook default sending options are set to Normal for Importance and Sensitivity. I've not had this issue.

Hi Ken, we're on outlook 365 and sage v.28.1, latest version. This is not a new problem and we've probably had it for over 3 years. Each time we get customer feedback or insight into this then we try to tackle it again.

as its a sage generated email, i'm going to guess a policy at an admin level to tag based on message content, is this happening to all emails of a certain type from sage? i know there are policies on email systems which can scan for certain types of information, bank details, NI/social security details, and tag/flag those emails, or even block them outright in some cases.

Hey Fadi1, here's the strange thing. When i go to invoices on the left hand sidebar, select a customer. click print then email invoice, this drops into the draft folder of my outlook account. I've checked the sensitivity of the email at this point and it's shows as normal. However when i then double click onto that email in drafts and hit send (to myself) the sent email sensitivity shows as please treat this as private. So i can't figure out what is happening here. If i send an email with pdf attachment from within outlook i.e. add PDF, i do not get this change of sensitivity. So the point of change is the email in from sage50 is normal, when the send button is clicked it changes to treat this as private. 

Since the default sensitivity in outlook is set to normal, do you have any idea what is controlling the change here? 

it seems like it's pre-coded into either the sage invoice or outlook is doing this with a 3rd party generated pdf from sage. 

That is weird! are you able to send it via demo data (use a test customer that is created) and send me both emails. One from sage and one where you save the attachment. 

My email is [email protected].uk . I want to see if their any difference between the emails. 

Adam Sibley said:

However when i then double click onto that email in drafts and hit send (to myself) the sent email sensitivity shows as please treat this as private.

That would confirm that it is Outlook or other external app/setting that is applying the sensitivity label. If that is the case then I suspect that the reason it does not happen with a manually generated email is simply due to a difference in content e.g. bank account details included on the invoice. If you manually create and send an email with the same text as you have in the email generated from Sage 50, and with the same PDF attachment does it also apply the sensitivity label?

A quick search on Microsoft's knowledge base does turn up some potentially relevant articles suggesting that sensitivity rules may be getting applied:

support.microsoft.com/.../sensitivity-labels-are-automatically-applied-or-recommended-for-your-files-and-emails-in-office-622e0d9c-f38c-470a-bcdb-9e90b24d71a1

https://support.microsoft.com/en-gb/office/apply-sensitivity-labels-to-your-files-and-email-in-office-2f96e7cd-d5a4-403b-8bd7-4cc636bae0f9

https://docs.microsoft.com/en-us/microsoft-365/compliance/apply-sensitivity-label-automatically?view=o365-worldwide

answers.microsoft.com/.../ffa60688-f500-4691-8fef-8cb0452c3faf

Hope that helps.