Understanding and Troubleshooting Salesforce Email-to-Case Matching a Current Contact to a New Case

Review the following to understand what Contact record is selected or why there may be no Contact on a case:

• The Email-to-Case logic queries all the Email fields on the Contact object, including Standard and Custom Email fields.
• Upon finding a match in any of the email address fields, Email-to-Case assigns the Contact to the new Case.
• If two or more Contacts have the same email address, Email-to-Case leaves the 'Contact' and 'Account' fields blank.
• If no matching Contacts are found, Email-to-Case leaves the 'Contact' and 'Account' fields blank, but populates the fields 'Web Email' and 'Web Name.'
• Email-to-Case only associates the Case with the Contact field when matching with Person Accounts.
• Email-to-Case supports additional custom email fields on the Contact object.
• Associated Contact records can be blank if the web-based email used to submit the case does not have an associated Contact.
• To ensure the person handling the case can look up the originating email, add the email-related list to the Case Record Page Layout.

Note: During the matching or association when the case is created, the system will query all indexed Email fields on the Contact records.  The logic does not simply query on the one standard Email field on the Contact record.  If there is a secondary Email field that contains the same Email address on another record, the system will not associate the Case to a Contact.