Email user matching

---
title: Email user matching
description: When the instance receives an email message, the system searches for an existing user record with the same email address as the sender.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/platform-administration/r\_MatchingEmailToExistingUsers.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [References, Inbound email, Notifications, Configure core features, Administer the ServiceNow AI Platform]
---

# Email user matching

When the instance receives an email message, the system searches for an existing user record with the same email address as the sender.

|Value of email.from Variable|Matching User ID|Email Address|Name|
|----------------------------|----------------|-------------|----|
|michael.tossi@company.com|michael.tossi@company.com|michael.tossi@company.com|Michael Tossi|
|"Michael Tossi" <michael.tossi@company.com>|michael.tossi@company.com|michael.tossi@company.com|Michael Tossi|
|"Tossi, Michael" <michael.tossi@company.com>|michael.tossi@company.com|michael.tossi@company.com|Michael Tossi|
|"Tossi" <mtossi@company.com>|mtossi@company.com|mtossi@company.com|Tossi|

**Note:** This functionality requires that you activate the Email Automatic User Creation plugin.

Inbound Email Action scripts no longer support the `gs.createUser()` method. Use either the automatically-generated email variables or the `gs.GetUserID()` method instead.

**Parent Topic:**[References for Inbound email](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-administration/references-inbound-email.md)