Zoho Mail and SalesInbox doesn't link to CRM record using Reply-To
Hi,
I've just set up SalesInbox, with the intention of using it for sales enquiries (instead of Desk, which I have been using until now).
I've noticed that, unlike Desk, SalesInbox only uses the 'From' email address to attempt to link to a CRM contact record, and not the 'reply-to' address.
This is an issue, as I receive most of my email enquiries via my website contact form.
E.g. When I receive a contact form notification email to SalesInbox, the details would be as follows:
From email address = my business email address (eg 'sales@mycompany.com')
Reply-to email address = customer email address (eg 'customer@gmail.com')
When I receive these emails to SalesInbox, it tries to find an existing contact using the 'from' email address (sales@mycompany.com) and not the customer email address.
This means any CRM data is not being pulled in for the contact.
The same happens in Zoho mail.
Conversely, in Zoho Desk, the reply-to email is used as expected, therefore allowing the ticket to be correctly linked to the existing customer contact, and all relevant CRM info to be displayed.
Can anyone suggest a workaround?
I want to maintain the current sending structure for SPF, DKIM, and DMARC compliance, so altering the From address (to be the customer adddress) is not an option.
If not, I'll have to stick to Desk for sales enquiries.
The screenshot below shows SalesInbox attempting to search for a contact using the business email address and not the customer email address (the reply-to address).
Thanks!
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