Print this page

Email to Salesforce is not associating the email to the record in Salesforce org

Knowledge Article Number 000221881
Description

ISSUE

Some customers may experience an issue association emails using the Email to Salesforce feature.  The email association to the matching Salesforce record will not occur for emails that are forwarded from their OWA (Outlook Web Access) or Office 365 inbox to their Email to Salesforce addresses, even if all matching criteria is met.  As a result, the email task will post to the My Unresolved Items section under Email tab
Resolution
POSSIBLE ROOT CAUSE
 
It could be an issue with the emails not being RFC 2822 compliance - Address Specification
Example:

From: Doe, John [john.Doe@abcd.com]
Sent: Monday, June x, 2015 10:26 AM
To: Steve Testing
Subject: any subject
As per this RFC 2822, Address field for sender or recipient should have addresses in angle brackets.< > 
You can see all the details under 3.4. Address Specification section  

These users might be sending emails to one-off addresses, as explained here on Microsoft 

For email association, we parse email addresses that have standard formatting with angle brackets.
 
A good example:

From: Doe, John < john.Doe@abcd.com >
Sent: Monday, June x, 2015 10:26 AM
To: Steve Testing
Subject: any subject




promote demote