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Resolving Emails To Wrong Contact

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Posted on by ChrysW

An issue that we're facing is that sometimes, our contacts will email from a different email address than what we have on file for them. When that happens, we resolve the email address to that contact. The problem is that when we reply to the email thread in CRM, the reply will go to the email address we have on file for that contact and not the original email address the email was sent from. How do you handle this scenario at your organization?

Thank you in advance,

Chrys

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Leah Ju Microsoft Employee on at

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Resolving Emails To Wrong Contact

Hi Partner,

When that happens, we resolve the email address to that contact.

What do you mean? Does it mean it will change the sender's address (From) on the email?

If we reply one email, the 'to' field will be populated with value from 'from' field value of original email.

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ChrysW 2 on at

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Resolving Emails To Wrong Contact

Leah,

When we resolve the contact, it replaces the unresolved sender's email address with the contact that we select. I'll try to demonstrate below:

An email was received from noemail@email.com. We determined that the email sender was from a contact that we have in CRM, Dean Winchester.

We resolve the email address by clicking on the noemail@email.com and search for Dean Winchester.

Add Dean Winchester to the From to resolve the contact.

Dean Winchester's email address on his contact record is dean@supernatural.com. If we reply to the email, the email will be sent to dean@supernatural.com, not to the original email it was sent from, noemail@email.com. We need the emails to be associated to the contact, but we also need to reply to the correct (original) email. We are just wondering how others handle this situation.

Thank you,
Chrys

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