Involved Contacts

scotch

Hi
Can anyone please tell me how to edit the "Involved Contacts"
We have the problem that someone linked emails between companies and now emails keep archiving in multiple company files. So we receive an email from company X. This is archived correctly under our company and under company X. However it is also archived under company Y,Z,B,A etc. This also means that under company X we now have not only their email but the mail thread shows for example another 36 emails under this thread - those emails are though from lots of other companies (including the title email!). The image below shows an example. This is not actually an email from this customer but from another, however the thread contains a couple of emails from this customer + 30 other emails from different customers.
Any help would be appreciated.

ajb

Make sure that you don't have additional email addresses defined for this company that match those in the emails. (Maybe CC or BCC fields)
I don't really get how someone linked emails between companies. What exactly you mean? Email addresses? Email messages? Please describe
There should a button "reload emails" in the actionbar when you've got email tab opened after managing email addresses it can help to rebuild valid emails list.

scotch

Hi and thanks for the response.
1. There are no additional email addresses defined
2

This is from a company file under email tab. It means that any email coming from any of the involved contacts listed here gets saved under each of the companies even though this should not be the case. eg an email from Wulf regarding Toys Extra should not automatically also get saved under Baba
3 The reload mails button is only available under contacts but this issue relates to companies

ajb

I see the only probably reason for such behavior. Your users sent emails using reply-to action to actually send different email to a different receipient. Please open two different emails from this mail thread and review Headers section. If you'll find two identical identifiers then it means that you have to teach users how to use email client.

There may be a lot of references in the email.

subject: Re: Premium support
in_reply_to: CAEvXH2P5n1vgvezSJ_5YCm-QR=-MC1TFsUefOm7EzTQTc_qE2w@mail.example.com
date: Tue, 02 Aug 2016 13:28:45 +0200
messageID: <093fb8128f893aa9475c4cd965ce9126@example.com>
ctype: multipart/alternative
internaldate: 02-Aug-2016 11:28:46 +0000
references: <466624df40679a142cb9a4923b00e736@example.com> <D37638BF.60D26%user@example.com> <ae1b2511aad86469b825b41fd2ee8748@example.com> <D3793941.60DBC%user@example.com> <47655b80a5b860070fcc91c8d0442b76@example.com> <D385FB22.61352%user@example.com> <cd731fc4c247cc6c472fc9d4cf26dbd9@example.com> <D38C87FC.6162D%user@example.com> <16485e818c61e09611558f65919241d9@example.com> <D38DA724.61680%user@example.com> <cb353f10559983011dff0facd3431944@example.com> <D38DB94D.61695%user@example.com> <61a6b0600627c199398f8fba866b789b@example.com> <D39BABE3.61C04%user@example.com> <4ea219c8492d623e366912109901bf08@example.com> <D39CC496.61C34%user@example.com> <5185f751b89a32e93d281046be71091c@example.com> <1F693A28-CB8A-4D59-94E0-515998070682@example.com> <4a38493e436f0ef2241dbe10ea923a03@example.com> <4B4DC6E9-716C-4D95-8F63-6122DF5C0C2B@example.com> <CAEvXH2OaNWn2gm2GZGXtbLEOueCosh1io75Boq_ibAN+aFtYXw@mail.example.com> <D3B46ABA.62216%user@example.com> <7f250cf521630dbcd6e4778a706243a8@example.com> <77a67ebf39db8a3d59d563871005c914@example.com> <4a022fcd16e802b0b3d68606b5103750@example.com> <5D213626-AAF1-4CBB-B99F-A56C5E714A63@example.com> <002eb97646f936f9919ce4823c796abe@example.com> <45E20CFC-C293-4792-A77C-80648111C7DD@example.com> <a338faec548a0816210b86b14b2c4c2f@example.com> <CAEvXH2MUHMvznEyykDzrGdj-aTnxaNcr9qiteJpO_h9KfDC-XQ@mail.example.com> <CAEvXH2NFqYz=xnBngoJzp8cpwZxeb1R_z1-V4aFe00-j=Y8uqw@mail.example.com> <632cf06c56bb8f8206b3c291d2b70b7d@example.com> <CAEvXH2P5n1vgvezSJ_5YCm-QR=-MC1TFsUefOm7EzTQTc_qE2w@mail.example.com>
folder: INBOX

scotch

Sorry, I don't understand what you are trying to explain. Am I looking at the references or the messageID?
The messageID and references are always different in each email within the thread but despite this they seem to be linked together by the system. I have checked all the contact and company records and none of these records have been liked by related companies or anything, despite this the emails seem to be being archived under the wrong companies due to the "involved contacts".
We can send a unique email to a company - when we get a response it is now not only archived under our company and the company we have sent the email to BUT a completely unrelated company as well.

ajb

There is no chance that something is random here.
Every message has it's message_id and set of references to other messages by ids.

I'll describe the process of archiving.

For a certain message look for all contacts/companies by email addresses used in the message (from, to)
archive message
Look for existing thread corresponding to the current message
1. get current message ID and check if any other message is related to this message
2. check what other messages are related to the current one
3. If any message has been found then use this thread, otherwise create new
Update Involved contacts in the thread according to all messages.

I hope It'll help you to understand how it works. If still you don't know how to check for the issue or solve this then I'm unable to help you by forum. Probably you'll have to buy our Premium support if you'd like to solve this.

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