Identify the sender's address and create or associate the customer profile
The customer on an inbound email is identified from the `From` address, matched to an existing `Contact` by reliable identifier, or used to create a new one.
When this happens: An inbound email is captured.
How it works
- Reads the inbound message's
Fromaddress, *[email protected]*. - Normalizes it (lower-case) and looks up
ContactChannelIdentitywithin the tenant. - EasyCRM finds a match — the message is associated with the existing Contact Elena Popescu.
- EasyCRM updates
Contact.LastInteractionAt, andEmailif unset.
Other paths
No match — new contact
No ContactChannelIdentity matches. EasyCRM creates a new Contact with the From address as its primary reliable identifier and a new ContactChannelIdentity row.
Display name resembles an existing contact, address doesn't match
The address itself doesn't match any existing Contact. A new Contact is created — name or photo alone never triggers association (BRD §3.8); any suspected duplicate is left to the explicit duplicate-detection flow.
If something goes wrong
Malformed from header
The header carries no valid address. Captures the message with the raw header value, flags it in ExternalContext for operator attention, and does not attempt identification.
Good to know
- Identification uses the
Fromaddress only. - Name, username or photo alone never triggers automatic association. (BRD §3.8)