How are inbound emails assigned to communications?

contentbird checks the following cases to assign an incoming email to a communication in the following order:

Case 1:

The incoming email contains a contentbird ticket-id -> Email is assigned to communication containing the corresponding ticket-id, regardless of communication´s status.

Case 2:

contentbird checks all open communications (Status = Processing) for the inbound email´s sender address. If it can be found in the emails of a communication, contentbird assigns the incoming mail to that communication.

Case 3:

contentbird checks if the sender´s email address is known in the CRM. If that´s the case a new communication will be opened and assigned to the user that has created the contact in the CRM. If that user has no access to Communication, the new communicaton will be assigned to the user with the lowest user-id that has access to Communication.

Case 4:

A new communication will be opened for the user that the inbound email was addressed to (contentbird checks all sender profiles).  If that user has no access to Communication, the new communicaton will be assigned to the user with the lowest user-id that has access to Communication.

If none of the above works, the email will show up under "unassigned emails".