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Techmail process logic if enable email address sharing

Accepted answer
edited Jun 8, 2022 11:30AM in General Technical Discussions 5 comments


Hi everyone,

As we know RigtNow CX handles email communication between customers using Techmail. But official documents like user guides lack of details about it. 

If a customer send an email to RightNow CX service mailbox, the Techmail will associate an contact record according to customer's email address, and then create an incident for a future processing.My question is related to it. Assume email address sharing is enable, so an email address could be used by multiple contact records. Assume RightNow database has two contact records whose email address are same exactly, so the Techmail has two candidates to associate to created incident when a customer sends an email to RigtNow service mailbox by using this email address.

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