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Handle Emails That Email to Salesforce Doesn’t Assign to Records

Handle Emails That Email to Salesforce Doesn’t Assign to Records

When emails are sent to Salesforce via Email to Salesforce or Salesforce for Outlook, some are assigned to related records based on your Email to Salesforce settings. The rest are added to My Unresolved Items, where you assign them to related Salesforce records or confirm that you want to leave them unassigned.

Required Editions

Available in: both Salesforce Classic and Lightning Experience (only when prompted to resolve Salesforce for Outlook items from the Windows system tray)
Available in: All Editions except Personal Edition
User Permissions Needed
To view or edit unresolved emails:

Edit on tasks and Read on the objects that you assign to the email

AND

Email to Salesforce

OR

Add Email in Salesforce for Outlook and Email to Salesforce
To create Salesforce records:

Edit on tasks

AND

Show Quick Create and Create on those objects
To see recently used data in the related records fields: Lookup Auto-Completion in Search Settings
  1. Access your unassigned emails in My Unresolved Items.
  2. Choose one of these actions.
    • Assign to related records: Enter a related record in one or both fields. If you need to, select the correct record type from the drop-down list. If you assign a lead, you can’t assign more records. To cancel an assignment, clear an entry.
    • Leave unassigned: The text Unresolved Email: is removed from the subject line, and the email is assigned to you as a completed task. If the task’s Status picklist includes more than one “completed” status, Salesforce uses the first one.
  3. Save your changes. Assigned emails are added to the associated records. All modified items are removed from the list.