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Customer email privacy concern

edited Nov 22, 2019 6:05PM in CRM 2 comments

I have encountered the following issue: I initiated an email within NetSuite to sam@companyA.com and copied joe@companyA.com.

joe@companyA.com replied to the email but he removed my email address from the message header so he could have a private conversation with sam@companyA.com.

However since he used the reply feature the email address for sam@companyA.com included the NetSuite email routing information and the email was routed to and saved on the messages tab of companyA’s customer record in my NetSuite account. The customer believes that if an employee of my company was not included in the email then NetSuite should not have saved the message on the customer record.

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