In Planhat, each email object is always assigned to one (1) company object. This presents assignment challenges when there are either a) end users from different companies in the same email thread, or b) there is one end user associated with multiple companies (e.g., Felicia at Coca Cola Norway and Coca Cola Sweden). Where does the email synced into Planhat exist?

How it works

We use an "email matching" where each account can decide how aggressively they want Planhat to "guess" which company each email belongs to, based on some rules. Regardless of how that setting is set, at times it's not possible to guess with sufficient accuracy, and then the email end up in an Unassigned folder from where a select set of users (with the right permissions) can allocate emails.

Below, you can read about the email matching mode setting which explains how Planhat guesses and what you should set it to.

🔥 Product update, April 2022

Now users can use the end-user "primary flag" to give extra preference to a specific end-user profile. The can be used when you have a duplicate end-user on 2 companies (e.g., Felicia at Coca Cola Norway and Sweden) and want your 1-1 emails with that person to always go to 1 of the companies.

Note that the primary flag is only one factor influencing the email assignment, so emails may end up unassigned even when one end-user has the primary flag (e.g., what if multiple end-users have primary? What if an email is sent to 1 person from company A with activated primary flag and 4 people from company B - where should the email go?).

Email matching mode - some examples

Scenario: An email is synced into Planhat between a user and either a) one end user at multiple companies, or b) multiple end users at different companies.

Calculation logic: Planhat calculates a “company relevance score” for each company involved:

  • If end user is related to the company (primary email): +10

  • If end user is related to the company (other email): +5

  • If user is the owner of the company: +10

  • If user is the co-owner of the company: +5

  • If multiple end users and some of them uniquely link to a single company object: +20 (for each end user where the statement is true)

  • If enduser "primary" flag is set to true: +10

  • If user uniquely owns the company (i.e., the only owner on 1 company out of many companies): +10 (for each user where the statement is true)

  • Archived end users are excluded from the calculation

Settings: accounts can choose between three different options for the setting:

  • Safe: only assign the email to company A if company A has a “relevance score” => 20, and all other companies have a “relevance score” <=10; otherwise put the email as “unassigned”

  • Default: only assign the email to company A if company A has a “relevance score” => 20, and the difference in relevance scores between A and all other companies is =>10; otherwise put the email as “unassigned” for both companies and/or end users

  • Risky: always assign email to the company with the highest “relevance score”, unless there are 2 or more companies with equal scores, then put email as “unassigned”

Permissions: only modifiable by users with admin access.

Limitations: Planhat still only assigns each email to 1 company.

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