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How Salesforce Records Are Matched to Emails and Events
Salesforce records are matched to emails and events in the Outlook and Gmail integrations using specific criteria.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Outlook and Gmail integrations are available with Sales, Service, and Lightning Platform: Essentials, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions |
| Available with Inbox, which is available in Professional, Enterprise, Performance, and Unlimited Editions |
| Record | Matching Criteria for Outlook and Gmail Integrations with or Without Inbox |
|---|---|
| Contacts and Leads | Returns contacts or leads that have a matching email address in the Email field on the Salesforce record. Contacts and leads are also matched to custom fields with a field type of Email. |
| Users | Returns user records that have a matching email address when the address also matches a contact or lead. If Enhanced Email is turned on and a user record is returned, the user is selected as the default people record for an email or event. If Enhanced Email is turned off, the matched contact is selected as the default, if one is returned. With Outlook Integration, if either Enhanced Email or Use Enhanced Email with Outlook (on the Outlook Integration and Lightning Sync page) is off, the matching order priority is Contact, then Lead, and then User. If both Enhanced Email and Use Enhanced Email with Outlook are on, the matching order priority is User, then Lead, and then Contact. To log all participants in an email, the sender’s email address is included when using the Log Email on Send feature. If the sender is selected for logging, the email is logged to the user record, but an activity for the user isn’t created. Other related records are returned according to the selected people record. |
| Accounts | Returns any accounts associated with the matched contacts. |
| Opportunities | Returns any open opportunities associated to the matched contacts, the opportunity contact roles, or the matched contact’s accounts. We list the first 20 opportunities returned by descending probability, then by ascending created date. If you don’t have access to the Probability field, we list the opportunities returned by created date only. |
| Custom Objects | Returns custom objects that have a matching email address to one of the following:
If you have an Inbox license, custom objects are shown in the Related tab for the selected email. Without an Inbox license, use search to find the custom object to log an email to. |
In the Outlook and Gmail integrations with Inbox, the Salesforce admin defines which types of objects are included when returning related records. Using the Lightning App Builder, admins place the components for people, accounts, opportunities, cases, and other records on the Related tab. The components available on the Related tab in the email application pane determine the types of records shown as related to an email or event. For example, if a component isn’t added to show cases, cases aren’t shown in the Related tab as a matching Salesforce record.
The Related To field in Log Email automatically suggests an associated record based on this specific matching logic.
- If one opportunity matches and contains a lead, no record is recommended.
- If one opportunity matches and doesn’t contain a lead, that record is recommended.
- If zero or multiple opportunities match, the system then checks for matching accounts, and then cases to recommend.
In compose mode, this matching logic is run every time an email is added or removed from the subject line.
