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Personal email in C4C Identification and alignment to Employee Record

We used Cloud for Service in supporting our Employee base. Presently on inbound email from employees, C4S recognises their works email. We need to ensure that if an Employee sends in an email from their Personal Home Email Account, it will be recognised, and likewise a ticket created and aligned to that employee.

Otherwise, their emails will appear in Un-associated Emails.

How can we achieve ensuring emails from employee personal email are identified?

Presently their Private Contact Data Email address is not replicated into C4S.

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1 Answer

  • Best Answer
    Mar 26 at 04:43 PM

    Hello Andrew,

    Please find the below information regarding unassociated e-mails:

    If incoming e-mails are going to unassociated e-mails the reason indicates there were no matching contacts found for the e-mail address used to send the e-mail.

    If your system is configured to support e-mail as a channel for creating customer service tickets, then any incoming e-mails that the system cannot automatically convert to a new ticket or assign to an existing ticket get added to the list of unassociated e-mails. These e-mails must be manually processed by agents. There are several reasons why an e-mail could not be automatically associated with a ticket. For example, your system may be configured to require manual processing or there may be more than one contact with the same sender e-mail address. The system displays the reason in the e-mail details to assist you determining whether the e-mail should be converted to a new ticket or assigned to an existing ticket.

    Regards,
    Amit Kumar

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