When you've synced your email inboxes and outboxes with Planhat and set up the proper sync filtering, then you need to design how to assign emails to companies. In Planhat, each email can only belong to 1 company at a time, for privacy and simplicity reasons.

This works fine in 99% of the cases, because you're most often just emailing with one customer at a time, but in some edge cases there is need for something more advanced (eg, when one email address belongs at multiple companies, like if felicia@cocacola.com works at both Coca Cola Sweden and Coca Cola Norway). In these edge cases - where it's unclear which 1 company an email should belong to - then Planhat will attempt to predict an assignment. We use two features for these cases:

  1. Email matching mode and Primary Flag: proactively let Planhat know which endusers you want to give extra weighting when we assign emails (primary flag), and decide how "bold" we should be when predicting (email matching mode)

    1. For example, set Primary Flag on the enduser Felicia at Coca Cola Sweden so that Planhat will give extra weight to Coca Cola Sweden vs. Norway, meaning more likely that emails automatically end up there

  2. Unassigned folder: if the proactive path still doesn't manage to confidently assign the email to 1 company, then it will end up in an Unassigned folder where users can manually allocate to a company of choice

Email matching mode and Primary Flag

If we receive an email where there are email addresses that belong to multiple companies (either 1 enduser who's email belongs to >1 enduser, or multiple endusers from different companies), then Planhat will still attempt to automatically assign the email based on your "matching mode" (ie, risk preference) and the weightings you've given specific endusers.

1. Company relevance score

When an email comes into Planhat, we calculate a company relevance score based on the involved endusers and users and their relationships to each other and different companies. For example, is an involved user an Owner of a company that an enduser belongs to? That adds relevance. Does the user own 1 company involved, but have no relationship to any other potential company? That adds relevance too. You can find the exact calculation logic in the appendix below, but it's more for documentation than practical help.

So let's focus on what you can control.

2. Email matching mode

Under Email Settings (accessible by Admins), you will find an "Email matching mode" settings that can be toggled between Safe, Default, and Risky. Basically, this controls how aggressively you want Planhat to assign emails under uncertainty. If you set it to "Safe", then the difference between company relevance score has to be substantial - if it isn't, then email will go into Unassigned. Inversely, with "Risky" then Planhat will assign whenever it can. For you, this becomes a tradeoff between accuracy and efficiency - are you fine with a few emails allocated to the wrong company, if it means you don't have to spend time manually assigning? Then go with "Risky". If the inverse is true, go with "Safe". Again, you can find the exact assignment rules in the appendix.

If this all sounds daunting and unclear, it's because it's very deep and specific functionality. It only really matters when you have a lot of group structures sharing the same email domain (although in that case, the risk isn't high) or when you have very unique email set-ups (eg, selling to your own company). We advise you to talk to your CSM if you need any help!

3. Primary flag

Sometimes you have an email address (like felicia@cocacola.com from our earlier example) who belongs to multiple companies, but you always want it to go to a specific company of them. In this case, use the "Primary flag" on that enduser to give that enduser extra weight. This solves personal correspondence (eg when you only email with Felicia), but note that if multiple endusers are involved then we'll of course take their set-ups into consideration too and the email may end up assigned elsewhere (eg, what if Felicia's colleague Adam has a primary flag on Norway?).

Unassigned folder

Regardless what setting used, some emails we won't be able to accurately guess. Then they end up in an Unassigned Folder where users can manually assign the email to specific companies.

Access to this folder is permission-set (see below). Note that when a user has access to the Unassigned Folder, they will see all emails (even though some of the emails may end up being assigned to a company that the user does not have access to).

Appendix - technical details on relevance score and assignment

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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