When you CC or BCC your workspace dropbox ([workspace-slug]@nudgecrm.co), Nudge tries to match the email to a contact by comparing participants to your contact email addresses. If no match is found, the email is stored as an unmatched item so you can attach it manually or create a new contact.
Why emails go unmatched
- The sender or recipient is not in your workspace as a contact, or the address does not match exactly.
- The contact exists but that email address is not added to their record (e.g. they used a different address for this thread).
- A typo or alias (e.g. support@ vs the contact's main email).
Where to find unmatched emails
Unmatched emails appear in the Activity area with a filter for unmatched items. Check Settings or Help in your instance for the exact location if you are not sure where to look.
How to resolve them
- Attach to an existing contact: Open the unmatched item and use Attach to contact. Pick the contact. The email thread is then linked to that contact's activity timeline.
- Create a new contact: If this is a new person, create a contact with their name and email address, then attach the unmatched email to the new contact.
- Add the email to a contact: If the contact exists but was missing this email address, add it to the contact record under Emails, then attach the unmatched email. Future messages from that address will match automatically.
After resolving, the thread shows on the contact's activity timeline like any other logged email.
Keeping contact email addresses up to date (including aliases they use) reduces unmatched emails over time.