Inbound Email

When an inbound email is received TProfile will attempt to match to an enquiry, when it can’t it is sent to the Unassigned History page (Business Tools > Unassigned History) for matching by your site admins.

Matching is done using the following criteria:

1. Check for headers in the email where we embed the enquiry id. If present it will match on this. Emails sent from TProfile embed this automatically.

2. If this header information is not present (when the customer has emailed the inbound email address directly or their email client has stripped these headers out) we look for an enquiry where there is an associated contact with the email address the inbound email was sent from. It will only match if it finds a single enquiry, this avoids incorrect information going to the wrong enquiry/agent.