Is there a way to NOT link Cases created by Email-to-Case to a Contact?
In other words: Just let the Case be created, but then let a human decide to link it, if desired?
We will have more than one Contact, in many cases, with the same email address (multi-division company that does not want divisions to see each other's records even at the Contact level, much less Opportunity and other levels beneath).
Given my constraints, I need to have the Cases come in, NOT link them automatically to any Contacts, and allow the "Case Managers" to deal with them. Even the Help available on Email-To-Case mentions "don't have duplicate email addreses" on Contacts, so I'm trying the next best route.
When an incoming email creates a case in Salesforce via Email-to-Case, the logic looks to match the email address in the FROM field to a Contact's email address in Salesforce. If a match is returned, the system associates the created case to the related contact record.
The Email-to-Case logic will query all the Email fields on the Contact object, including Standard and Custom Email fields.
Upon finding a match in any of the email address fields, Email-to-Case will assign the contact to the new case.
If two or more contacts have the same email address, Email-to-Case will leave the contact and account fields blank.
If no matching contacts are found, email-to-case will leave the contact and account fields blank, but will populate the fields "Web Email" and "Web Name".
As a best practice, please ensure that you do not have the same email address on multiple contact records.
UPDATE: Salesforce support has finally verified what I already investigated - that there is no "official way" to accomplish this.
Cases will NOT LINK to a Contact in the following situations only:
- The email did not match any Contacts - To resolve this do a global search and then add a new Contact as needed
- The email matched more than one Contact - Change the email address to ensure that no email is used in more than one contact
- The email is not in the standard email field - Salesforce does not match with emails created on custom email fields. Hence ensure that standard email field in contact gets populated
My only recourse at the moment is to allow a (possible) linkup, then UNLINK it via Process Builder / Flow, then do what I want with the Case. This is not ideal depending on what is setup to happen to new Cases. I believe if I add a hidden "bypass" field that is stamped ONLY by routines I WRITE, I can get around that.