How does CRM Email - Smart Matching works on contacts having same email address

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Posted on by NEWGuy

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Hi,

I have two contact records X and Y with same email address (abc@gmail.com) in CRM, when i tried to send an email from 'abc@gmail.com' mailbox to CRM. Email FROM address is tracked always against Y contact record. Could someone please explain how does that work...where I have two records with same email address but how CRM smart matching picks Y record always?

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NEWGuy 355 on at

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OK. I think...I have sorted it out. Basically Smart Matching searches for the contacts first rather than organisations then it will sort contacts based on created on date and links to the first created contact.

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