Understand matching rules and sender types

Choose how Mail to WorkOrder matches emails and finds the right relation or object.

Matching rules decide which configuration should process an email.

Customer matching rules decide which relation, address, or object should be linked to the new work order.

Sender types

Use a sender type to decide what part of the email should match:

• Sender — match one exact email address
• SenderDomain — match a full email domain
• TitleContains — match text in the subject
• TitleEquals — match an exact subject
• MessageContains — match text in the message body
• Any — match every email

When to use each type

Use Sender for one known contact.

Use SenderDomain for all emails from the same company.

Use TitleContains or TitleEquals when request emails follow a fixed subject pattern.

Use Any only as a controlled fallback.

Customer and object matching rules

After the email matches a configuration, Mail to WorkOrder can search for the right record.

Common rules include:

• find or add a relation by email or domain
• find or add a relation by phone, street, or debtor number
• find or add an address
• search by object

You can combine multiple rules and let OutSmart try them in order.

Tips for reliable matching

• start with the most specific rule
• avoid broad catch-all rules too early
• use object search when object references exist in the email

Frequently asked questions

Which sender type is best for company-wide requests?

Use SenderDomain if all requests come from one company domain.

Can I use multiple customer matching rules?

Yes.

OutSmart can try them in sequence.

What does Any do?

It matches every email.

Use it only as a last fallback.

Related topics

• Create and manage mail configurations
• Configure forced values and parameters
• View logs and monitor limits