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Question

Client Emails are going to multiple timelines

  • 21 August 2024
  • 2 replies
  • 29 views

We have many clients at our firm that use the same email for all of their companies. Whenever we receive or send an email to them, it will tag all of their companies timelines when it should go to only one of them. Sometimes when we receive an email, it will just pick one of their companies at random and move it to that timeline. We have tried going into the specific company page and sending the email from there and the same issue occurs. Does anyone know of a way to make this process more efficient than having to manually change the timelines each time?

Thanks.

@Jack Koeck it sounds like you’ve either go auto-sharing turned on and/or the email is in multiple profiles. You can check the email sharing by going to a specific timeline and seeing who has it turned on for that email. I think if you’ve got email sharing turned on, and the email address is added to the contacts page for multiple people/organizations then I think that’s likely to lead to the auto timeline tagging.

 

@Jack Koeck This can happen when you insert the email on the ORG contact and People contact.

Make sure the People contact is the “primary owner” of the email address. Here’s an article around this.

Also review the “Adding an outgoing email to multiple contact timelines” section of this article to understand how this happens and how to avoid it when you are drafting an email.

There is a benefit to having the people emails on the org contact details, but you have to make sure the email primary owner stays with the people contact.

Once you’ve done that, work with Karbon support to see why it’s attaching to more orgs than it should when being sent from a client request if that is what is happening.

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