C4C Mail Integration - Several contacts with the same email address

[former_member555664]

Hello,

I'm implementing the C4C mail integration for a client and we're witnessing the following problem:

An account can have several contacts with the same email address (the employees are using a shared mail box in their work). When an inbound mail is coming in C4C from this account, the system is randomly assigning the ticket to one of these contacts but is not able to assign the ticket to the account. As a consequence, the ticket is assigned to the default account of the email channel.

Do you know if I could correct this as an admin or is this a possible incident?

Best regards

[sandeephebbar · Accepted solution]

Hi Maxime,

In C4C Service scenario, system expects contact`s email address should be unique. If e-mail address is linked with multiple contacts, e-mail will be shown under Unassociated emails view with a Reason "Multiple matching contacts were found". Since you have maintained a default account in e-mail channel, ticket created with the configured account and recently created contact will be linked to it. If you do not want ticket to be created with a default account, then you can remove the default account from the channel and emails will be shown under Unassociated emails, further new ticket can be created with the desired account.

Regards,
Sandeep

[former_member555664 · Accepted solution]

Thank you for your quick answer Sandeep,

In that case, we will create a ticket on Influence (or vote for an existing one) that will dscribe the following requirement:

In case of an account with several contacts with same email address, the system should assign the ticket to the contact flagged as "Main Contact"

Best regards

Maxime