Why are response emails sent to both the primary and alternate email address of the contact?
November 2014 and newer versions
This configuration setting is available starting in November 2014 and newer versions. For previous versions, this cannot be done automatically and the agent needs to select which e-mail address to be used. If not, e-mails will be sent to all e-mail addresses associated to a contact.
If a contact is associated with multiple email addresses, service responses are sent to all associated addresses by default. You can limit your responses to be sent to a single email address by enabling the site-wide configuration setting:
Path to setting(s):
- Select Configuration from the navigation area > Site Configuration > Configuration Settings
- Select 'Site' or select all interfaces in the "Configuration Base" drop down menu
- Enter setting name in Key field and select Search
Once enabled, service responses are sent only to the specified email address and agents can select which one of the contact email addresses they want to send the response to. That email address value remains for the life of the incident. However, any new incidents for that contact will default to the primary email address.
For additional information, refer to the 'Sending responses' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.