---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Configure email promotion rules

# Configure email promotion rules for Activity Management {#ariaid-title1}

Release version: Australia  
Updated July 7, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure email promotion rules to automatically process staged emails for manual association through the ServiceNow CRM for Outlook add-in or to trigger AI-powered auto-association with existing sales
entities.

## Before you begin

Note:  
Configuring email promotion is required if you're on CRM Outlook Add-in application version 1.0.1.

Role required: admin

## About this task

Email promotion rules enable the following workflows for managing staged emails:

* Manual email association: Agents use the ServiceNow CRM for Outlook add-in to associate emails with CRM records, triggering promotion from the Staged Email \[sys_email_staging\] table to the Email \[sys_email\] table.
* AI auto-association: When an agent receives an email with no existing CRM record association, the promotion rule triggers the AI sales activity association workflow to automatically match the email to a relevant sales entity (Lead, Opportunity, Contact, or Account) using semantic analysis and intent detection.
{#promote-crm-outlook-emails__ul_myc_4sz_5jc}

## Procedure

1. Log in to your ServiceNow instance.
2. Add a promotion rule.
   1. Set the application scope to Global.
   2. Navigate to AllUser MailboxesPromotion Rules.
   3. Select New.
   4. On the form, fill in the fields.  
      {#promote-crm-outlook-emails__table-promotion-rule__entry__2}

      | Field | Value |
      |-|-|
      | Name | \<promotion rule name\> |
      | Condition | (current.target_table == "\<table_name\>") \&\& !gs.nil(current.instance) For example, (current.target_table == "sn_lead_mgmt_core_lead") \&\& !gs.nil(current.instance) |
      | Promotion strategy | Promote and run Triggers |
      [Table 1. Email Promotion Rule form]

      {#promote-crm-outlook-emails__table-promotion-rule}
   5. Select Submit.
3. Create a business rule on the Staged Email \[sys_email_staging\] table.
   1. Set the application scope to Global.
   2. Navigate to AllSystem DefinitionBusiness Rules.
   3. Select New.
   4. On the form, fill in the fields.  
      {#promote-crm-outlook-emails__table-br-fields__entry__2}

      | Field | Value |
      |-|-|
      | Name | \<business rule name\> For example, Trigger promotion rules on CRM emails. |
      | Table | Staged Email \[sys_email_staging\] |
      | Active | Selected |
      | Advanced | Selected |
      [Table 2. Business Rule form]

      {#promote-crm-outlook-emails__table-br-fields}
   5. In the When to run tab, enter the following values.  
      {#promote-crm-outlook-emails__table-when-to-run__entry__2}

      | Field | Value |
      |-|-|
      | When | after |
      | Insert | Selected |
      | Update | Selected |
      | Filter Conditions | \[Target\] \[changes\] AND \[Target table\] \[changes\] |
      [ ]

      {#promote-crm-outlook-emails__table-when-to-run}
   6. In the Advanced tab, add the following values to trigger email promotion processing for staged CRM emails.  
      {#promote-crm-outlook-emails__table_fdb_t2y_djc__entry__2}

      | Field | Value |
      |-|-|
      | Condition | sn_crm_outlook.CRMOutlookAddinConstants.PROMOTED_TABLE_LIST\[current.target_table\] == true \&\& !gs.nil(current.instance) \&\& gs.nil(current.email) |
      | Script | gs.eventQueue("email_staged.read", current); |
      [ ]

      {#promote-crm-outlook-emails__table_fdb_t2y_djc}

      The script event initiates asynchronous processing to promote the staged email and trigger the appropriate association workflow.  
      The following image shows the Advanced tab with Condition and Script fields populated.
   7. Select Submit.

## Result

Staged emails that meet the specified conditions are processed according to the configured promotion rules. Promoted emails appear in the Emails tab on manually associated records or in the activity stream on AI-matched records.
**Related tasks**   

* [Track emails linked from Microsoft Outlook](https://www.servicenow.com/docs/G91XqJ16COSCit6EWwVqGA "View emails that have been linked to CRM records using the Microsoft Outlook directly from the CSM/FSM Configurable Workspace.")  
**Related topics**   

* [Classic Business rules](https://www.servicenow.com/docs/access?context=c_BusinessRules&version=australia&pubname=australia-api-reference&ft:locale=en-US)

*[\>]: and then