Why didn’t my Email message match into Salesforce?

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There are several reasons why an email might not match:

• email message did not get imported into Match My Email (MME) cloud
• there is no Salesforce record with that email address
• a typo in the email address from Salesforce record or maybe in email address of Sender/Recipient
• an Ignore rule preventing that email address to match.

First, determine if the email message is in the Activity Dashboard.

Remember, the Activity Dashboard is the temporary holding cloud for 45 days of email copies from your selected folders.  As long as the email was sent or received within the last 45 days and was in a folder selected for import, one would expect to see it in the Activity Dashboard.

• Sign in to Match My Email.  Remember the view of the Activity Dashboard is private to each Salesforce User.
• At the top right, click the funnel or filter button to expand the header.
• Use the Search field to enter a name or email address, something that will uniquely identify the email message.
• Change the View Emails By choice to All.  This is important to be sure you can find the message regardless of status.  Click Refresh to apply these filters.  Are you able to find the email?

A. Can you find the email message in question in the list.  If so, then note the information displayed in the far right column.

1. If it has an Ignore status, hover over the “Ignore” in right column.  A window will pop-up to show details and will provide the email address for which Ignore happened.  In the MME Control Panel click Ignores in the left menu and find the pertinent ignore rule.  If the Ignore Type for that email address is ‘Skip Email Containing Address’, then our system will not only ignore matching for the desired email address but will then ignore any processing for the entire email, thus not matching the email as desired.  In this case you would want to change the Ignore Type to ‘Skip Address’.  If you do not want this address ignored at all, then it was added by mistake. Click Delete for this rule. Return to the Activity Dashboard, select the message and click the Reprocess button to manually reprocess.
2. If it has a No Match status, confirm that there is a record in Salesforce that matches the email address that should have matched.  Check for typos in the email address in the Salesforce record as well as the address that was entered when the message was sent.
3. If it has a No Match status, confirm that the email address used is not an alternative address for that Lead or Contact that might differ from the email address in the standard email field.  Do you have custom email fields that contain secondary email addresses?  If this is the case, contact our support team for options on matching to custom email fields.

If the message is not in the Activity Dashboard

B. If you cannot find the email message in the Activity list, then it was not imported.

1. In what email folder is the email currently found? By default, the Inbox and Sent folders are selected but that could have been changed by your administrator on the account.  Match My Email runs processing cycles every 20 minutes. If the email messages was quickly moved out of Inbox and into a subfolder not selected for import within the 20-minute period between our system’s processing cycles, it could have therefore been “hidden” from the app.  Ask an Administrator to navigate to the Match My Email Control Panel and to your specific Import folder list to confirm all folders are selected that should be available for import, such as Inbox and all Sent folders, and perhaps importing Subfolders.  (In the future, if a message is left in Inbox or Sent for 20 minutes before being moved, the message will make its way into the Activity Dashboard.)

If it appears emails are still missing, please contact support@matchmyemail.com.