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Emails Not Added to Salesforce When Using Email to Salesforce, Outlook Integration, or Advanced Email Security Settings

Publiceringsdatum: May 1, 2026
Beskrivning

Issue

Emails are not related to the intended Salesforce records when using the Salesforce for Outlook plugin, Outlook Integration (for logging emails on send), or Email to Salesforce. No bounce-back email is sent when this occurs.
When emails are sent to a Salesforce record using the Email to Salesforce feature (by BCC-ing the Email-to-Salesforce address), the emails are NOT associated and do not appear under the Activity History section of that record or in the Unresolved Items queue.

Cause

The most common cause is that Advanced Email Security Settings is enabled in the organization, and the user's email server does not support any of the following email authentication protocols: SPF (Sender Policy Framework), Sender ID (Microsoft's email authentication standard), or DomainKeys Identified Mail (DKIM).
When Advanced Email Security Settings is enabled, Salesforce uses these protocols to verify the legitimacy of the email sender's server. If the server does not pass at least one protocol, Salesforce does not process the email and it is not added to the record.

Lösning

What This Article Covers

This article explains why emails sent via Email to Salesforce or Outlook Integration are not added to Salesforce records and provides steps to resolve the issue by updating the Advanced Email Security Settings.

Resolution: Disable Advanced Email Security Settings

For Salesforce to accept an email with Advanced Email Security Settings enabled, the user's email server must support at least one of the following protocols: SPF (Sender Policy Framework), Sender ID, or DomainKeys Identified Mail (DKIM). When the server passes at least one of these protocols, Salesforce processes the email and adds it to the record.
If the email server does not support any of these protocols, the recommended resolution is to disable the Advanced Email Security Settings.

Update Email Settings in Salesforce Classic

  1. Log in to Salesforce as an administrator and navigate to Setup | Email Administration | Email to Salesforce.
  2. Click Edit.
  3. Deselect Advanced Email Security Settings.
  4. Click Save.

Update Email Settings in Salesforce Lightning Experience

  1. Log in to Salesforce as an administrator and navigate to Gear icon | Setup | Email | Email to Salesforce.
  2. Click Edit.
  3. Deselect Advanced Email Security Settings.
  4. Click Save.

After making this change, try to reproduce the issue and confirm that the email is now added to the Salesforce record or to the Unresolved Items queue.
Note: If you need to keep Advanced Email Security Settings enabled, engage your IT or Salesforce administrator team and reference the following resources for configuring DKIM Keys and SPF Records.

Knowledge-artikelnummer

000384459

 
Laddar
Salesforce Help | Article