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meenal_shukla
meenal_shukla
Gainsight Employee ⭐️⭐️
Nov 16, 2019 12:17 AM UTC

Why can't BCC to timeline connected to a customer rather than the contact?

Question from a customer: Customer contacts change all the time. If we bcc to a contact who does not exist in Salesforce, it gets rejected but why?! You have the information of the customer (easily parseable) from the email id, why not use that?

An argument can be made towards sanity of contacts but there are other avenues to do that. 

An argument can be made towards the customer name and the email id customer name not matching but I think fuzzy logic can be applied there.

What does product think?

      2 replies

      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      Nov 18, 2019 7:59 PM UTC

      Many companies have strict governance on who can create new contacts in their CRM. It seems that automatically creating a new contact based on a guess of what company that email should belong to (and guessing on the name of the contact) would be more problematic than the current logic path. 

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      VP of Customer Success at Forcepoint
      meenal_shukla
      meenal_shuklaAuthor
      Gainsight Employee ⭐️⭐️
      Nov 19, 2019 7:39 PM UTC

      Okay, so not create contacts then but still have bcc to timeline work on fuzzy logic?

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