---
schema_version: "1"
id: 95df16ea4de2917830de2a60551ee1b20643dba008524830dbf41b247cfa6b7f
title: How Salesforce Records Are Matched to Emails and Events
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/inbox_client_data_matching.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.inbox_client_data_matching.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d7022c0312b7b43af66df700b6ca3d8a69a8a6462911a4295fd37dda325290d9
description: Salesforce records are matched to emails and events in the Outlook and Gmail integrations using specific criteria.
products:
  - Sales Cloud
  - Cross Cloud
  - Service Cloud Voice
release: "264"
---
# How Salesforce Records Are Matched to Emails and Events

Salesforce records are matched to emails and events in the Outlook and Gmail integrations using specific criteria.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outlook and Gmail integrations are available with Sales, Service, and Lightning Platform: <strong>Essentials</strong>, <strong>Group</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available with Inbox in, which is available in <strong>Unlimited</strong>, <strong>Einstein 1 Sales</strong>, and <strong>Agentforce 1 Sales</strong> Editions. Available for an extra cost in <strong>Professional</strong> and <strong>Enterprise</strong> Editions.</td></tr></tbody></table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/images/icon_note.png)

Note If Einstein Activity Capture is enabled, see [Guidelines for Capturing Emails and Events with Einstein Activity Capture](https://help.salesforce.com/s/articleView?id=sales.aac_guidelines.htm&release=264.0.0&type=5 "This information is relevant only to versions of Einstein Activity Capture set up before the Summer ’25 release and that haven't updated to Sync Email as Salesforce Activity. If you have a newer version of Einstein Activity Capture or have migrated email to sync as activity, this information doesn't apply to you.") to learn how Einstein Activity Capture matches emails and events to Salesforce records.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:18.867924528301888%">
        <col style="width:81.13207547169812%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d33608e111">Record</th>
          <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d33608e114">Matching Criteria for Outlook and Gmail Integrations with or Without
            Inbox</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Record" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d33608e111 ">Contacts and Leads</td>

          <td data-label="Matching Criteria for Outlook and Gmail Integrations with or Without Inbox" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d33608e114 ">Returns contacts or leads that have a matching email address in the Email field
            on the Salesforce record. Contacts and leads are also matched to custom fields with a
            field type of Email.</td>

        </tr>
        <tr class="">
          <td data-label="Record" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d33608e111 ">Users</td>

          <td data-label="Matching Criteria for Outlook and Gmail Integrations with or Without Inbox" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d33608e114 ">
            <p>Returns user records that have a matching email address when the address also
              matches a contact or lead.</p>
            <p>If Enhanced Email is turned on and a user record is
              returned, the user is selected as the default people record for an email or event.
              If Enhanced Email is turned off, the matched contact is selected as the default, if
              one is returned.</p>
            <p>With Outlook Integration, if either Enhanced Email or Use
              Enhanced Email with Outlook (on the Outlook Integration and Lightning Sync page) is
              off, the matching order priority is Contact, then Lead, and then User. If both
              Enhanced Email and Use Enhanced Email with Outlook are on, the matching order
              priority is User, then Lead, and then Contact.</p>
            <p>To log all participants in an
              email, the sender’s email address is included when using the Log Email on Send
              feature. If the sender is selected for logging, the email is logged to the user
              record, but an activity for the user isn’t created. </p>
            <p style="margin-bottom:0;">Other related records are
              returned according to the selected people record. </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Record" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d33608e111 ">Accounts</td>

          <td data-label="Matching Criteria for Outlook and Gmail Integrations with or Without Inbox" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d33608e114 ">Returns any accounts associated with the matched contacts.</td>

        </tr>
        <tr class="">
          <td data-label="Record" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d33608e111 ">Opportunities</td>

          <td data-label="Matching Criteria for Outlook and Gmail Integrations with or Without Inbox" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d33608e114 ">Returns any open opportunities associated to the matched contacts, the
            opportunity contact roles, or the matched contact’s accounts. We list the first 20
            opportunities returned by descending probability, then by ascending created date. If
            you don’t have access to the Probability field, we list the opportunities returned by
            created date only.</td>

        </tr>
        <tr class="" id="inbox_client_data_matching__component_detail_name">
          <td data-label="Record" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d33608e111 ">Custom Objects</td>

          <td data-label="Matching Criteria for Outlook and Gmail Integrations with or Without Inbox" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d33608e114 ">
            <p>Returns custom objects that have a matching email address to one of the following:</p>
            <ul>
              <li>Contact lookup field</li>

              <li>Custom email address field</li>

              <li>Leads lookup field</li>

            </ul>
            <p style="margin-bottom:0;">If you have an Inbox license, custom objects are shown in the Related tab for
              the selected email. Without an Inbox license, use search to find the custom object
              to log an email to.</p>
          </td>

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

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/images/icon_note.png)

Note The BCC email field isn’t used for matching.

In the Outlook and Gmail integrations with Inbox, the Salesforce admin defines which types of objects are included when returning related records. Using the Lightning App Builder, admins place the components for people, accounts, opportunities, cases, and other records on the Related tab. The components available on the Related tab in the email application pane determine the types of records shown as related to an email or event. For example, if a component isn’t added to show cases, cases aren’t shown in the Related tab as a matching Salesforce record.

The **Related To** field in Log Email automatically suggests an associated record based on this specific matching logic.

- If one opportunity matches and contains a lead, no record is recommended.
- If one opportunity matches and doesn’t contain a lead, that record is recommended.
- If zero or multiple opportunities match, the system then checks for matching accounts, and then cases to recommend.

In compose mode, this matching logic is run every time an email is added or removed from the subject line.

#### See Also

- [Using Emails Without Sync Email as Salesforce Activity in Einstein Activity Capture](https://help.salesforce.com/s/articleView?id=sales.aac_guidelines.htm&release=264.0.0&type=5 "This information is relevant only to versions of Einstein Activity Capture set up before the Summer ’25 release and that haven't updated to Sync Email as Salesforce Activity. If you have a newer version of Einstein Activity Capture or have migrated email to sync as activity, this information doesn't apply to you.")
- [Guidelines for Logging Email from Outlook and Gmail to Salesforce](https://help.salesforce.com/s/articleView?id=sales.email_int_user_view_work_log.htm&release=264.0.0&type=5 "Keep your opportunities moving and your teammates up to date with your latest communications. Log email messages to Salesforce people, contacts, leads, and other records.")