---
schema_version: "1"
id: 33313d779fe3781103d8824af674b87e0a9b9d8a933e49c61c8b8c5f2b70d728
title: Handle Emails That Email to Salesforce Doesn’t Assign to Records
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/email_unresolved.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.email_unresolved.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f58a0411d4b7318592075408aa8417f2d063475b2f9dc4cb2e68c01a49ca9a76
description: 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.
products:
  - Sales Cloud
  - Cross Cloud
  - Service Cloud Voice
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic and Lightning Experience (only when prompted to resolve Salesforce for Outlook items from the Windows system tray)</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>All</strong> Editions except <strong>Personal</strong> Edition</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d60755e70">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d60755e70 ">To view or edit unresolved emails:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d60755e70 ">
              <p>Edit on tasks and Read on the objects that you assign to the
                email</p>
              <p>AND</p>
              <p>Email to Salesforce</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Add Email in Salesforce for
                Outlook and Email to Salesforce</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d60755e70 ">To create Salesforce records:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d60755e70 ">
              <p>Edit on tasks</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Show Quick Create and
                Create on those objects</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d60755e70 ">To see recently used data in the related records fields:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d60755e70 ">Lookup Auto-Completion in Search Settings</td>

          </tr>
        </tbody>
      </table>

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.