Siebel Email Administration Guide > Overview of Siebel Email Response > Features for Siebel Email Response >

Contact Identification by Email Address

Siebel Email Response enables you to identify one contact with multiple email addresses or multiple contacts that share one email address. The eMail Response - Process Message and eMail Response - Process Service Request workflows support contact verification.

One Contact with Multiple Email Addresses

Many customers have multiple email addresses. For example, customers might work from multiple locations (office, home, and other remote locations). When a customer contacts you, you must be able to identify the customer from the email address. You can add a contact's alternate email addresses in the More Info view of the Contacts screen.

NOTE:  In the Contacts screen, the Do Not Email check box applies to all email addresses in the contact record.

Multiple Contacts That Share One Email Address

When Siebel Email Response receives an email, it searches all contact records for the email address of the sender and compares the email address of the sender to the email address in the Email field. When Siebel Email Response finds a match, it creates an activity record and associates this record with that contact record. If multiple contact records contain the email address of the sender, then Siebel Email Response associates the email with the first contact record found and creates an activity record for that contact.

After Siebel Email Response creates an activity record, the following events occur:

• If routing is enabled, then one inbound email is routed.
• In Siebel Email Response, an auto-acknowledgment response is sent to the email sender. You must set an input argument for the response group to send no acknowledgment.
• The eMail Response - Update Activity Status workflow process updates the activity status for the contact.
• The eMail Response - Client Send Email workflow process updates the response activity status and inbound activity status for the contact.