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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Associate emails with CRM entities

# Associate an email with an existing CRM record {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
Link an email to an existing lead, account, contact, or opportunity record directly from Microsoft Outlook. Associating emails with CRM records helps maintain a complete engagement history without having to switch between applications.

## Before you begin

Write permission on the underlying CRM entity table is required to view the corresponding tab in the ServiceNow CRM for Outlook Add-in and to create or associate records on that tab. For example,
to associate an email with a LEAD record, you must have write permission on the Lead \[sn_lead_mgmt_core_lead\] table.

Your administrator can grant you this write permission in either of these ways: directly through table ACLs, or through the responsibility framework. The responsibility framework grants you access
to specific records based on your role and your membership. For more information, see [Create a responsibility definition](https://www.servicenow.com/docs/access?context=t_CreateAResponsibilityDefinition&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US).

Role required: sn_crm_outlook.crm_outlook_user

## About this task

If your admin has configured the AI sales activity association app, then emails with sales intent will be automatically associated with existing CRM entity. Use these steps to manually associate any email in your inbox or sent folder that
has not been auto-associated by the agentic AI workflow.  
Note:  
If an email belongs to a thread where you've already associated one message, the ServiceNow CRM for Outlook add-in shows the matched CRM record directly when you launch it. You don't need to search for the record or select Associate again. You can skip straight to the optional steps to add details or open the record in CRM.

## Procedure

1. Open an email in Microsoft Outlook.
2. Load the Microsoft Outlook add-in by selecting ServiceNow CRM for Outlook from the Microsoft Outlook ribbon.
3. If a sign-in form appears, enter your credentials and select Log in.
4. Select a tab for the record type you want to search.
   * Leads
   * Account
   * Contacts
   * MoreOpportunities
   {#associate-email-crm-outlook__choices_qxp_htv_h3c}
5. **Optional:** In the Filters field, set filters to narrow results.  
   The CRM Outlook Add-in extracts the sender's name and email domain or the first recipient's name and domain, for sent emails, and matches them against the following fields per entity:
   * Leads and opportunities: first name, last name, and email domain
   * Accounts and contacts: email domain only

   {#associate-email-crm-outlook__ul_cq3_bgg_gjc}

   Records matching any of these fields appear in the corresponding tab. The first two recipient addresses are considered for matching.  
   For example, to find a lead by email address, you would set the condition \[Email\] \[is\] \[\<email address to search for\>\].
6. In the Search field, enter the search information such as a name or email address.  
   If no records match your search or filter criteria, the add-in displays the following message: No match found. Your search and filter criteria returned no results. Modify your search, clear filters, or create a new record.

   To create a new record, see [Create a CRM record from Microsoft Outlook](https://www.servicenow.com/docs/DOWr5KhRFmPjiRerF7yjEg "Create a new lead or contact record and associate an email with it directly from Microsoft Outlook, enabling you to capture new prospects without having to leave your email inbox.").
7. Locate the record you want to associate and select Associate.  
   If the email is part of a thread you've already associated, the matched record card appears automatically. You don't need to perform this step.  
   The email is linked to the CRM record. The association appears in the record's activity history in ServiceNow CRM.
8. **Optional:** Enter additional information for your selected CRM entity, and select Save.

   | CRM entity | Form field descriptions |
   | Lead | [Lead form in the ServiceNow CRM for Outlook add-in](https://www.servicenow.com/docs/X4oA~gMhPg6McBIv5m~XAw "Field descriptions for creating or viewing a lead record from the ServiceNow CRM for Outlook add-in.") |
   | Opportunity | [Opportunity form in the ServiceNow CRM for Outlook add-in](https://www.servicenow.com/docs/FJOE~CCGB7SKNx7l72axjg "Field descriptions for viewing or editing an opportunity record from the ServiceNow CRM for Outlook add-in.") |
   | Account | [Account form in the ServiceNow CRM for Outlook add-in](https://www.servicenow.com/docs/Mexbwg0G7p~kPusa7bGZEw "Field descriptions for viewing or editing an account record from the ServiceNow CRM for Outlook add-in.") |
   | Contact | [Contact form in the ServiceNow CRM for Outlook add-in](https://www.servicenow.com/docs/swjhRyDcLq96PsCcXZinCQ "Field descriptions for creating a contact record from the ServiceNow CRM for Outlook add-in.") |
   |-|-|

   {#associate-email-crm-outlook__choicetable_ypb_cjw_h3c}
9. **Optional:** View the associated record in the CRM by selecting Open.  
   You're redirected to the entity record in the CRM Workspace.

## Result

The email is associated with the CRM record, and the engagement is logged for future reference.

## What to do next

You can view the associated emails from the respective entity record's Emails tab. For more information, see [Track emails linked from Microsoft Outlook](https://www.servicenow.com/docs/nL4KxYTPOoq~ax0qIvkX8A "View emails that have been linked to CRM records using the Microsoft Outlook directly from the CRM Workspace.").
**Related concepts**   

* [Configuring Activity Management](https://www.servicenow.com/docs/YLTYkgbL2daYEtpYO3lfGw "Install and configure the necessary plugins for enabling Activity Management features.")
* [Activity Management](https://www.servicenow.com/docs/YlV5YF3Vhd1G3IGrAuXCiQ "Activity Management helps customer-focused teams plan, execute, capture, and track customer interactions across multiple channels throughout the customer life cycle. These interactions include emails, meetings, calls, and key customer touchpoints such as discovery, product demos.")

*[\>]: and then