1. Introduction to How Match My Email Works
Remember that your MME account is located on Amazon Web Services (AWS) servers. At the time of set up, you would have selected either the U.S.- or E.U.- based server. Within your MME account are settings that connect the account to your email server (Email Service) and to your Salesforce instance (Salesforce Connection).
Standard (or Initial) Matching Logic
MME parses an email message header to find email addresses in the To, From, CC, and BCC fields. When these email addresses match those found for a Lead or Contact, MME will upload the email to Salesforce. Initially, Match My Email uses only the standard Email field for these objects but is capable of matching to custom email fields with custom matching rules. The uploading option selected within package configuration (Salesforce App Launcher > Match My Email Setup > Uploading) will dictate where the email lands and to how many records the email can be related. The default uploading choice upon package installation is Enhanced Email. MME will upload attachments with the email if that feature is enabled (default on) up to 5 MB. This size can be adjusted.
Enhanced Email
Uploading to Enhanced Email is making a choice to place emails in the native Salesforce Activity Timeline. Emails can be matched to multiple Lead and Contact records but can only be related to one WhatID which can impact depth of reporting. As a native Salesforce Email Message object, a Task will also be created for reporting on Tasks and Events and for backward compatibility with Classic. All data is available for reporting and there is no time limit on availability of email in the Salesforce instance. By adding Email as a picklist value on the Task Type field, MME will set the value to Email after making match which can aid in report filtering.
MME Email Message
Uploading to MME Email Message is making a choice for the MME custom object. Our custom object allows for matching to multiple WhatID records such as Accounts, Opportunities, Cases, Households, Person Accounts, and custom objects. It affords more flexibility when using custom matching strategies. Matched emails are visible in a Lightning component when using Salesforce Lightning and a Visualforce component when using Salesforce Classic. The components offer additional search and preview features, as well as options to Reply, Reply All, and Forward email from within Salesforce. Email messages can also be linked to additional records in Salesforce.
Emails upload as an MME Email Message object and we build related object links (Email Message Related Objects) to records for matching. All emails are indexed and can be found in the Salesforce global search. All data is available for reporting and there is no time limit on availability of email in the Salesforce instance. Some reporting needs may require use of custom report types. An add-on reporting package is available that includes summary fields for more data.
Granular control of matched email visibility is possible using the MME Email Message component. While most often this is implemented at the profile-level, it is possible to enable permission sets for Users or change organization-wide sharing settings.
Activity History
The choice of Activity History is the original way MME was able to upload emails to Activity History in Classic, before Salesforce launched Lightning. It will only upload emails as a Task, without a Salesforce Enhanced Email object, and will only match an email to one Lead or one Contact per message. All data is available for reporting and there is no time limit on availability of email in the Salesforce instance
Object Matching
A match to a Lead record will stay with that Lead and follow, with conversion to a Contact record. A match to a Contact will be aggregated at the Account level automatically by Salesforce. Default matching rules direct MME to match to Leads, Contacts and Accounts, but this can be modified during setup, with additional options of matching to Opportunities and Cases. MME will match an email to an open Opportunity if the Contact Role has the same email address. If there is no Contact Role for the open Opportunity, MME follows the relationship from Contact to Account and then rolls down the match from the Account to the Opportunity. When one-to-many situations exist between Contact/Accounts and Opportunities, it is possible to work with support staff on more precise and customized matching strategies. Cases are matched in the same way. MME does not match closed Opportunities by default but can do so when custom rules are deployed to do so. Please note that the uploading choice can affect if Match My Email can match to multiple WhoID or WhatID records.
When using MME for calendar syncing, Events will land always land in the Salesforce Activity Timeline regardless of uploading choice. Events will match to Salesforce Leads and Contacts when an invitee email address is the same as that of the Lead or Contact. Events may only be related to one Lead but can be related to multiple Contacts. Due to the nature of uploading changes to Events, MME will typically overwrite standard fields associated with an Event. It is possible to disable uploading of an Event description so that MME does not overwrite this field and it can be edited in Salesforce to contain notes.
Extending Matching Logic to Person Accounts, Households, and Financial Services Cloud
When Uploading is set to the MME custom object, MME is built to match Person Accounts if they are used. As a fusion of Contact and Account, MME is still using the standard email address on the Contact record. MME is also built to roll to a Household used in Financial Services Cloud through related records. However, in some instances, differences in how these objects are setup or related may make it necessary to use custom matching rules as described elsewhere in online Admin Guide articles.
When Uploading is set to Enhanced Email or Activity History, matching to Households may require custom matching rules to bypass the priority of the Person Account. Please remember that these uploading choices can also limit the number of records to which MME can match.
