Our customers - are Healthcare Organisations. And a lot of times they use the same email address, with different "from" and "to" name - a person's name. So there are times, when 5 different contacts have the same email.
Now with email as an Activity, it only creates one activity on the latest edited Contact and it is not always correct. Is there something official (or do I need to rely on AI) to create something that helps to relate the email to a correct Contact? Or at least relate it to all contacts that have the same email worst case? And not creating 5 tasks, but just relations?
I cannot find any official documentations how to edit the Activity Matching flow. Also I saw somewhere that it is recommended to use Apex for matching and not flow...
Any ideas would be helpful! Thank you
I have considered this from the perspective of an email address as a unique identifier, and that I did not want multiple contact's email addresses to have the same "shared mailbox" address. So I embrace what the organization is telling me - that they want all interactions with that email address to be considered the same regardless of the actually person who sent the email. So one contact with the shared email address. But the I also create contact records for each person who I knew "worked" within that shared email address - perhaps they do have an individual mailbox with a unique email address - and somehow mark those contacts who use the shared mailbox address for regular correspondence.
