Email parent selection with duplicate email addresses across entities

[jj.payally]

Hello everyone,

I have two custom entities of type Person (for example, Ent1 and Ent2).
In both entities, I have records (ObjEnt1 and ObjEnt2) that use the same email address.

When an incoming email arrives from that email address, EspoCRM automatically links it to one of these records as the Parent.

My question is:
How does EspoCRM decide which record (and from which entity) becomes the parent of that incoming email when the same email address exists in more than one record?

• Does it follow any specific rule (e.g., entity priority, record creation date, etc.)?
• Or is the choice random or undefined?
• Can this behavior be controlled or customized (for example, using workflow, BPM, or a formula)?

Thanks in advance for any clarification!

[victor]

The "from" field of the incoming email will be the record that was created first.
As for control, each record of Person or Company type must have a unique email address, then you will never have any confusion.

With the Parent field, everything is much more complicated. And, for example, having a unique email address in ObjEnt1, the Parent of the incoming email will be Account, if ObjEnt1 has a relation with Account. At the same time, a given Account does not necessarily have an email address at all. This happens because the Account generally acts as a superParent.

I personally have no ideas other than to manually sometimes change the Parent of a particular email. But this manual work will clearly be reduced by the fact that the email address is unique and belongs to only one record.