Use the "Forward as Attachment" method when forwarding emails to the drop box for best results, particulary when using Microsoft products such as Outlook and Office 365. Capsule needs the full email address for matching to contact records, and Microsoft products tend to drop the email address when using the default forward method.
To forward a message as an attachment, create a new message and drag the original message you want to forward into the new message.
To forward a message as an attachment, select the email and then in the Respond group, click More and then click Forward as Attachment. There's also a keyboard shortcut you can use instead. Just select the message you want to forward and press Ctrl+Alt+F.
To forward a message as an attachment, select the email and then right clickMore ActionsForward as Attachment
To forward a message as an attachment, select the email and then select MessageForward as Attachment from the menu bar.