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Why didn’t my Email message match into Salesforce?

Posted
Updated
ByTrevor Holewinski

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There are several reasons why an email might not match:

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

Let’s take these one-by-one as a guide on how to troubleshoot the issue.

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 (Salesforce App Launcher > 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.
  • Change the View from All Excluding Ignore to All.  This is important to be sure you can find the message regardless of status.
  • Use the Search field to enter a name or email address, something that will uniquely identify the email message.
  • Click Refresh to apply these filters.

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.  Sign into Salesforce App Launcher > Match My Email Setup.  Click Ignores in the left menu.  Find the pertinent ignore rule note the Ignore Type.  If the Ignore Type is ‘message’, 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’ so that only ‘address’ shows in the ignore list.  If you do not want this address ignored at all, then it was added by mistake. Select the rule and click Delete at the top to remove it.   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 with the email address that should have matched.  Check for typos, leading or trailing spaces, or any extra characters in the email address on the Salesforce record.  Also check that the address entered in the message went it was sent is correct.
  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.
  4. If it has a No Match status, is the email address for the Lead or Contact also the same as any kind of User in Salesforce?  There is a protective feature in the the Match My Email Control Panel that directs the app to ignore matching for User email addresses.  If it does belong to a Salesforce User, please contact our support team for advice on strategies or how to remove this feature.

If the message is not in the Activity Dashboard

B. If you cannot find the email message in the Activity Dashboard, and it was sent or received within the last 45 days, then a copy was never imported by Match My Email.

  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 (less than 20 minutes) moved out of the Inbox or Sent folder and placed into a subfolder not selected for import,  it could have therefore been “hidden” from the app.
    1. This means either you can wait 20 minutes before moving an email or
    2. you need to modify your folder selection.   If you set up your own import, navigate into Match My Email Setup > Control Panel, and through to your import details.  Edit your email import by clicking the pen tool at the top.  Select additional folders and subfolders as needed and save the change.  If your colleague that managed Match My Email activated your import, as them to navigate to your import and modify your folder selection using the edit option.   (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.