Areas Affected by Email Address Sharing

The contact-matching process applies to areas of the product suite that associate contacts by email address, including chats, mailings, surveys, web forms, site feedback, email transactions, and Create an Account and Ask a Question requests on the customer portal.

Contact-matching logic is used only in cases in which the contact is not explicitly identified by a cookie. These areas in B2C Service are affected when email address sharing is enabled.

Areas in B2C Service Affected by Email Address Sharing

Area in B2C Service	Where to Find Information
Common
Email management	See How Email Works in Service or Email Bounce Handling.
Data import	See How Data Import Works.
Contact workspaces	See Add a Contact.
Outlook integration	See Email Address Sharing or Email Integration.
Service
Customer Portal	See B2C Service and Your Customer Portal.
Chat	See Chat for Agents, Supervisors, and Customers.
Outreach
Mailings	When defining an audience for broadcast and transactional mailings, you can allow delivery of messages to multiple contacts who share the same email address. Audience count and web form identification are also affected when email address sharing is enabled. See the following links: Broadcast mailings—Create a Broadcast Mailing to view the option for the delivery of messages to multiple contacts that are sharing the same email address. Transactional mailings—Create a Transactional Mailing to view the option for delivery of messages to multiple contacts that are sharing the same email address. Audience count—View Audience Count Details in Mailings to view the description of the Duplicate Email column on the Audience Count Details window. Web form identification— Insert a Web Form.
Feedback
Surveys	When defining an audience for broadcast and transactional surveys, you can allow delivery of messages to multiple contacts who share the same email address. Audience count and web form identification are also affected when email address sharing is enabled. See the following links: Broadcast surveys—Create a Broadcast Survey to view the option for the delivery of messages to multiple contacts that are sharing the same email address. Transactional surveys—Create a Transactional Survey to view the option for the delivery of messages to multiple contacts that are sharing the same email address. Audience count—View Audience Count Details in Surveys to view the description of the Duplicate Email column on the Audience Count Details window. Web form identification— Insert a Web Form.