Email Matching

How email matching works

Emails all have a unique ID and when an email is filed to Creatio an activity record is created. This unique ID is set in the "Notes" field of the Activity record for emails saved to creatio.

If the email has already been filed against say an opportunity then this "opportunity" record will be in the matches.

For emails not previously filed the email from address is used to match on the

• Contact (Email)
• Lead (Email)
• Account (domain from Web value)

How does Account matching work

We have an Account (Accom) with

Web = https://www.accom.com

and there is an email from

jane@Accom.com

and this matches to this "Accom" record as the email domain "Accom.com" is in the Web value "https://www.accom.com"

Smart Matching

NOTE THIS FEATURE HAS BEEN DISABLED FROM 8TH JAN 2026 AS USERS FOUND SOME RESULTS CONFUSING.

Note this is enabled by default. Also this only checks Activities created within the last 30 days for speed reasons.

For emails in the sent folder or new emails that have not been filed the system will use some matching logic to try show the correct record.

The system will search on subject, sender and the first to address in various orders and the results will show how the match was made and a confidence level.

Some examples

The first example is from a match on the email id (entryid) and so the email had been filed against this record.

The second example here has used the subject and an email address to find a match as the email had not been previously filed.