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Incoming emails setting the To field to existing leads and contacts

Вопрос Incoming emails setting the To field to existing leads and contacts

  • Wednesday, 2 May, 2012 1:13 PM
     
     
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    Hi,

    I have a queue setup in CRM 2011 that receives incoming emails from an enquiries@companyname.com address.

    User error has created 2 records in the system, one a lead with an email address of enquiries@companyname.com and a contact with an email address of enquiries@companyname.com. All subsequent incoming emails now contain the lead record and the contact record in the To field of the email activity. Why is this ? I have removed the email address from the lead and contact and things are working OK but I would like to know how this happens and how to avoid it.

    Regards

    Shaun

     

All Replies

  • Wednesday, 2 May, 2012 9:26 PM
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    CRM's Smart Matching feature will attempt to match the sender and recipients' e-mail addresses against the e-mail addresses of all e-mail enabled entities (accounts, contacts, leads, users, queues, custom entities, etc.). Sounds like that's what's happened.

    Neil Benson, CRM Addict and MVP at Slalom Consulting. Find me on Twitter. Join over 20,000 other CRM professionals on the Microsoft Dynamics CRM group on LinkedIn.