Learn how Outlook Integration and Gmail Integration will suggest Salesforce records

1. What happens when the same email address matches a contact, a lead, and/or a user?

Each email address included in an email message brings up one suggested Salesforce record in the People section.
If the Enhanced Email is ON at the org level as well as on the Outlook/Gmail Integration setup page, the default matching order is User > Contact > Lead. And if the org has Enhanced Email OFF, the default matching order is Contact > Lead > User. When there are two matching records of the same type (i.e. two contacts matching the same email address), the record that was last updated shows up.
An icon displays next to each suggested People Salesforce record, to tell the user that other matches were found. The user can pick another match and the integration will stick to showing that record as the default match going forward.

2. What rule determines the list of other objects (accounts, opportunities, cases, etc.) that appears for an email? 

3. Can this search logic be customized?
Search parameters are not configurable at this time.

4. Is the domain in the email address used to find an account?
The email domain is not used at this time.

5. Are other email address fields used in the search?
The standard email address on Contact/Lead/User objects is used in the matching logic. Custom email address fields on those objects will also be considered.

6. Automatic search behavior when Einstein Activity Capture (EAC) is enabled
Emails that Einstein Activity Capture users send and receive are automatically added to the activity timeline of the matching contact or lead records. The Outlook Integration returns matching records once the email has been added to the record's activity timeline.

Here is the expected automatic search behavior with EAC:
 

Email Type	Outlook Integration - Automatic Search Result	Notes
An email with only internal emails	No records to display+"This email isn’t available in Salesforce. Either it hasn’t been captured yet, or it doesn’t meet the criteria for capturing."
An email with internal and external emails+email ADDED to the matching record's activity timeline	Matching contacts/leads are shown+sharing settings	Bug in Winter 23 wherein contacts/leads with internal emails are shown as well
An email with internal and external emails+email NOT ADDED to the matching record's activity timeline	No records to display+"This email isn’t available in Salesforce. Either it hasn’t been captured yet, or it doesn’t meet the criteria for capturing."
An email with external emails + external emails don't match any record	No records to display	If an email does not match a contact or a lead in Salesforce, the user can create a new contact or lead using the global action (+) on the top left in the add-in. Alternatively, in the Compose/New Email window, the add-in will show the "Add to Salesforce" option to create a new contact or lead in Salesforce Also, if the selected email has matching records in SF but the search does not return any results then this is an expected behavior IF an org has a large number of combined accounts, contacts, leads, opportunities, etc records. Please contact Support for further assistance.