Where does Email to Case Premium creates a new contact when multiple accounts with the same website domain exist?

You are using Email to Case Premium and have Auto-Add New Contacts enabled in the E2CP Setup Wizard, have multiple accounts using the same website domain, and would like to know how E2CP matches a newly created contact to the appropriate account.

  • Jun 25, 2024
  • Knowledge

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https://kb.vicasso.com/?kb=000005353
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When an inbound email is processed by Email to Case Premium, either on case creation or subsequent email communication, the newly created contact will not be linked to any of the existing accounts. Email to Case Premium will place the newly created contact in the Default Account defined in the Setup Wizard, and Vicasso recommends that someone manually edits the contact to place it in the correct account record.

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Where does Email to Case Premium creates a new contact when multiple accounts with the same website domain exist?
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