Fixing Email Capture Records Not Linking to Transactions

Issue:

Emails captured using the Email Capture feature are not automatically linked to related transactions (e.g., sales orders or invoices).

Cause:

1. Email parsing rules are not configured correctly.
2. The sender’s email does not match the email address on the associated customer record.
3. The transaction type is not enabled for email capture linking.

Solution:

1. Configure Email Parsing Rules:

• Navigate to Setup > Company > Email Preferences.
• Verify that email parsing rules are enabled and configured to match the desired transaction types.

1. Check Customer Record Email Address:

• Ensure the sender’s email matches the email on the associated customer record.
• If multiple email addresses are used, add them as Contacts for the customer.

1. Enable Email Linking for Transactions:

• Go to Setup > Sales > Preferences > Transaction Linking Preferences.
• Enable email linking for the relevant transaction types (e.g., sales orders, invoices).

1. Manually Link Emails (If Necessary):

• Open the Email Message Record and manually link it to the transaction.
• Use the Communication subtab on the transaction to verify the link.

1. Test Email Capture:

• Send a test email and confirm it appears under the associated transaction’s Communication tab.

Notes:

• Ensure email capture rules are tested for edge cases like multiple transactions with the same customer email.
• Use SuiteScript or workflows to automate linking if native features are insufficient.