How Salesforce Outlook Integration and Gmail Integration Suggest Records Based on Email Address Matching

## Matching Logic: What Happens When an Email Address Matches Multiple Record Types
Each email address in an email message surfaces one suggested Salesforce record in the People section.

• If Enhanced Email is ON at the org level and on the Outlook/Gmail Integration setup page, the default matching order is: User > Contact > Lead.
• If Enhanced Email is OFF, the default matching order is: Contact > Lead > User.

When two records of the same type match the same email address (for example, two Contacts), the record last updated is shown. An icon displays next to each suggested record to indicate that additional matches exist. The user can select a different match, and the integration remembers this preference going forward.
## How Related Objects Are Suggested (Accounts, Opportunities, Cases)

• When matching Contacts are found, their associated Accounts are suggested.
• Based on those Accounts, open Opportunities related to each Account that the user has visibility into are shown.
• Cases related to Contacts and Accounts are suggested.
• When matching Person Accounts are found, Opportunities appear as search results in the panel.

## Search Customization and Domain Matching

• Search parameters are not configurable at this time.
• The email domain is not used to find an Account.
• The standard email address field on Contact, Lead, and User objects is used for matching. Custom email address fields on those objects are also considered.

## Automatic Search Behavior When Einstein Activity Capture (EAC) Is Enabled
Einstein Activity Capture (EAC) automatically adds emails that users send and receive to the activity timeline of matching Contact or Lead records. The Outlook Integration returns matching records once the email has been added to the record's activity timeline.

Email Type	Outlook Integration — Automatic Search Result	Notes
An email with only internal email addresses	No records displayed. Message shown: "This email isn't available in Salesforce. Either it hasn't been captured yet, or it doesn't meet the criteria for capturing."	Internal-only emails are not captured by EAC.
An email with internal and external addresses, AND email has been added to the matching record's activity timeline	Matching Contacts or Leads are shown based on sharing settings.	Known bug in Winter '23: Contacts/Leads with internal emails may also be shown.
An email with internal and external addresses, AND email has NOT been added to the matching record's activity timeline	No records displayed. Message shown: "This email isn't available in Salesforce. Either it hasn't been captured yet, or it doesn't meet the criteria for capturing."	Email has not yet been processed by EAC.
An email with external addresses that do not match any Salesforce record	No records displayed.	User can create a new Contact or Lead using the global action (+) in the add-in. In Compose/New Email mode, the "Add to Salesforce" option is available. If the org has a large number of combined records and no results appear despite matching records existing, contact Salesforce Support.