Syncing email into Odoo is only half the job. The other half is being able to answer "where did that email go?", and to notice when the answer is wrong.

Mail Pro gives you three screens for this, all under Settings → Technical → Email → Mail Pro.

All Communication

Settings → Technical → Email → Mail Pro → All Communication

Every email Mail Pro has sent or received, in one list, with the thing standard Odoo cannot show you: which document each message ended up on, and which mailbox it came through.

Odoo stores a message's document as a model name and a record id, a pointer with no foreign key, which cannot be grouped or clicked. And every note, system log and internal chat lives in the same table as your customer email. So "show me all mail with this customer" has no answer in a standard database. This screen is that answer.

Group by mailbox, by direction, or by document to see the shape of your correspondence.

Link Coverage

Settings → Technical → Email → Mail Pro → Link Coverage

The single number that says whether any of this is working: of all the mail that came through, how much actually landed on a document rather than just on a contact.

Pick a period (30 days, 90 days, a year) and you get three counts:

A high "contact only" ratio usually means aliases are not configured: mail is arriving safely but nobody is looking at it, because nothing was created for anyone to work on. See Incoming Email Sync for routing to a team.

This report is calculated inside your own database and nothing about it is sent anywhere. It is a question you ask, not a history that is stored, so the numbers cannot go stale.

Mail Routing log

Settings → Technical → Email → Mail Pro → Mail Routing

One row per delivered email, recording which rule placed it, how confident that rule was, and every candidate it considered and rejected.

This is a record of what happened, not a queue that holds mail back. Delivery is never delayed by it. A log that is wrong costs you a confusing row; a queue that is wrong costs a customer an answer.

The outcome column separates three things that look identical from inside Odoo:

Needs review flags exactly two of these, and it is worth understanding why:

• fallback: delivered, but to a place nobody is looking.
• created with rejected candidates: the expensive, silent one. We may have opened a duplicate ticket for a conversation that was already running.

A threaded mail and our own sent items never flag. A review queue that cries wolf on every routed email gets ignored, and then it may as well not exist.

Rows are cleaned up automatically after 90 days unless they are still flagged. An administrator can change that with the pan_mail_pro.routing_log_retention_days system parameter.

When replies land on the wrong record

Mail Pro decides where a reply belongs by running rules strongest-first and stopping at the first confident answer:

1. Odoo's own headers: mail we sent carries the record it came from
2. The References chain: the standard email threading headers
3. The provider's thread id: conversationId on Microsoft, threadId on Gmail, scoped to the mailbox that saw it
4. Subject and participants: only ever a suggestion, never acted on alone

If a reply lands somewhere unexpected, open its row in Mail Routing: the rule that placed it and the candidates it passed over are both recorded there.

The most common cause is that the original message was never synced, so there was nothing to thread onto. Check the sync start date on the mailbox, see Incoming Email Sync.