Use the Mailbox module to match emails to contacts and attach threads to opportunities or tickets so all communication stays in context.
Introduction
Why link email to contacts and deals
When email is in the CRM, the real value is linking it to the right Individual, Organization, Opportunity, or Ticket. That way everyone sees the full conversation on the contact or deal, and nothing is lost in a generic inbox.
The Mailbox Module syncs email via Gmail or Outlook and matches messages to contacts by email address. You can also manually link threads to opportunities or tickets where the app supports it.
Automatic matching to contacts
How matching works
- When an email is sent to or from an address that exists on an Individual or Organization in the CRM, the system can match that message to that contact.
- Matched emails then appear as activity or linked threads on the contact (and optionally the organization) so when you open the contact you see the conversation history.
- Matching depends on accurate email addresses in the CRM. If the sender or recipient is not in your contacts, or the address is wrong, the message may still appear in Mailbox but won't be linked.
What to do if an email isn't linked
- Check the contact record: Ensure the Individual or Organization has the correct email address saved (the one used in the thread).
- Add or correct the contact: If the person or company isn't in the CRM yet, add them with the right email; future messages should then match.
- If the app allows manual link or attach of a thread to a contact or deal, use that for existing threads that didn't match.
Linking threads to opportunities and tickets
Opportunities (deals)
- Some setups let you attach or link an email thread to an Opportunity so the full negotiation or proposal discussion is visible on the deal.
- Use the opportunity detail view or Mailbox to associate the thread with the right opportunity. That keeps sales context in one place.
Tickets (support)
- For Tickets, linking the thread to the ticket means the support conversation is attached to the case. When you open the ticket you see the email thread.
- Create or open the ticket, then link the relevant thread from Mailbox (or use the link/attach option if available).
Best practices
- Keep contact email addresses up to date so automatic matching works for as many messages as possible.
- Link important threads to the right opportunity or ticket so the team has full context.
- Use one work account for Gmail or Outlook so the emails that matter for sales and support are the ones syncing. See How to Connect Your Email to the CRM if you haven't connected yet.
Frequently asked questions
Do I have to link every email manually?
No. Many emails are matched automatically to contacts when the sender/recipient email matches a contact. You only need to manually link when automatic matching didn't apply or when attaching a thread to a specific opportunity or ticket.
What if emails aren't showing on a contact?
Confirm the contact has the correct email address. If they do and messages still don't appear, see Mailbox: Emails Not Appearing.
Can I link a thread to both an opportunity and a ticket?
That depends on your app. Typically you link a thread to one record (the opportunity or the ticket) so the conversation is in context there. The contact is already associated with the opportunity or ticket, so you still have full context.
Do I need to connect Gmail or Outlook first?
Yes. Email must be connected to the CRM via the Mailbox module before matching and linking work. See How to Connect Your Email to the CRM.
Who can I contact for help?
Contact support at support@piraja.io.
Conclusion
Link email to contacts and deals by keeping contact data accurate (for automatic matching) and by attaching threads to opportunities or tickets where supported. The Mailbox Module and How to Connect Your Email to the CRM guide explain setup and sync.