Link existing emails to an opportunity

Before you start

Use your own authorised staff account in the intended Pixie CRM workspace. The Sales CRM module must be available and your role must include the permissions stated above. Existing leads, customers, communications and customer portal pages retain their normal access rules.

Follow these steps

1. Confirm the opportunity is linked to the correct customer or lead. The relevant native record must have a valid email address.
2. Select Link email and choose a readable mailbox account.
3. Choose Mailbox messages for received or synchronized sent messages, or Sent outbox messages for successfully sent messages recorded by the native outbox.
4. Choose the customer contact or linked lead. Use Find contact to refine the list by name or email.
5. Set a message date range of up to 367 inclusive days. Optionally enter part of the subject, then select Find emails.
6. Review the subject, sender, direction and timestamp. Select Link message beside the intended result.
7. Confirm the email appears in the relationship timeline and open it to verify the association.

Behavior and limits

• The contact must currently belong to the opportunity’s linked customer, or the lead must be the opportunity’s currently linked lead. The editor and opportunity owner must have access to that relationship when linking.
• The contact list returns up to 50 customer contacts with an email value, plus the accessible linked lead. Use a specific name or address to locate a contact outside the initial list. Invalid email addresses are not offered.
• A message must contain the exact normalized participant address in its From, To, Cc or Bcc fields. Substring or domain resemblance does not count. The selected participant cannot be the mailbox’s own address.
• Candidate search examines up to 200 recent metadata matches and displays up to 50 exact matches. A refinement notice means you should narrow the dates or subject.
• Only existing local mailbox records are searched. Searching does not synchronize mail or connect a new account.
• Draft, queued, failed, cancelled or otherwise unsent outbox records cannot be linked. Trashed mailbox messages are unavailable.
• An opportunity supports 200 email associations, including retired links. The same native message cannot be linked twice to that opportunity. A known synchronized copy of an already linked sent message is also rejected.
• A link refers to one message. Later replies and other thread messages are separate and must be linked explicitly when relevant.
• Linking stores native references and association metadata. It does not copy message bodies, subjects or recipient lists into Sales CRM, change mailbox membership, mark mail read or send anything.

Check it worked

• Confirm the email subject and linked person in Read email.
• Check that the original message remains in the normal mailbox.
• Refresh the timeline to confirm the association persists.

Troubleshooting

• If no mailbox is offered, use an existing account where you have read access; an administrator cannot bypass private account membership.
• If no messages match, check the participant’s current address, source and date range. Messages not yet synchronized will not appear under Mailbox messages.
• A duplicate warning may refer to a retired association or a synchronized sent copy. Find and restore the existing association instead.
• If the opportunity changed while the form was open, reopen the timeline and search again.

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