Configuring the Ignore List (Exchange + Salesforce)

Cloud Edition syncs emails and calendar items in part by referring to and matching based on sender and recipient email addresses. The Ignore List enables users to exclude specific email addresses and domains from future sync consideration and prevent the item from being related to the matching Salesforce records. Ignore List settings may not prevent an entire item from syncing. If an item has multiple email addresses or domains, the item may still sync to other matching Salesforce records. The Ignore List ensures that the item will not sync only to the Salesforce record that has a matching email address or domain. In this section, you will learn how to add email addresses and domains to the Ignore List.

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Warning: Email addresses and domains can be added to the Ignore List at the Subscription, Profile, or User level. In this section, we will demonstrate the Ignore List as an end user on the My Settings screen. The process is identical for Admins making changes on other levels of the hierarchy. However, any changes made by an Admin to the Subscription Ignore List or Profile Ignore List cannot be overridden by an end user and will have a direct impact on how their data syncs.

Configuring the Ignore List

Locate the Sync Jobs section, and click the Ignore Emails button.

Note that the end user’s email domain is automatically added to the Ignore List for Email Sync when the new user account is created.

T ip: Excluding the user’s email domain by default for Email Sync helps organizations that send internal emails that would otherwise be listed as unresolved in the Sync History because Users (internal staff) are not set up as Leads or Contacts in Salesforce. If your organization includes its Salesforce Users as Contacts and you would like to sync emails to these records, your Admin can remove your email domain from the Ignore List.

Enter an email address or domain in the text entry box. You can add more than one entry with one item per line or by separating items with commas or semicolons.

Select the checkbox for Calendar Sync and/or Email Sync for the Ignore List application.

Tip: If you enter more than one email address and/or domain and make an Ignore List selection, the settings will apply to all of the items submitted, as if performing a bulk create and update.

Tip: Setting separate Ignore List options for Email and Calendar Sync provides flexibility to mirror the sync to your workflow. For example, you may wish to ignore items from a specific sender during the email sync since this correspondence is not relevant to your business. But you may not want to ignore items from the same sender during the calendar sync so that your calendar accurately reflects your availability.

Warning: When a mix of valid and invalid items are entered in the Ignore List, the valid items are saved to the Ignore List and the invalid items remain in the text box. You must ensure all email addresses and domains fit the required format in order to add them to the list when you see the message The following items failed.

Click the Clear button to abandon your changes, or click the Save button to confirm the changes.

Deselect the Calendar Sync or Email Sync checkboxes for email addresses and domains to remove them from the Ignore List. Click the Clear button to abandon your changes, or click the Save button to confirm.

Sort the Ignore List by clicking the column headers to view items in ascending or descending order. Search partial or full terms to filter the list and find specific items more quickly.

Tip: Email addresses and domains that appear in the list with a grayed out checkbox indicate that the item was added to your Ignore List by the Admin at a higher level in the system. You are able to view that the setting has been established, but you cannot deselect the option. If the item has been set to Ignore for one sync type, you do have the ability to add it to the second sync type.

Tip: Emails and calendar items impacted by Ignore List settings during a sync can be reviewed in the Email Sync History and Calendar Sync History. If an item is excluded from sync due to an Ignore List setting, the Exclusion reason will be listed as Ignore List. If an email address or domain has been set to your Subscription’s Global Exclusion List, the item will not sync and the Exclusion reason will be listed as Global Exclusion List. Please contact your Admin with questions regarding the Global Exclusion List.

Tip: You will not be able to deselect Ignore options for an email address if the domain is also included as a separate Ignore List item. For example, fred@abc.com cannot be deselected from Email Sync if the domain @abc.com is also set to ignore for Email Sync. Remove the selection for the domain and then edit the selection for the specific email address.