Under Consideration | Email to Case Premium
Business or use case:
We have an agreement with our customers to protect their privacy and confidentiality. We have observed that sometimes our employees and our customers have similar first/last names.
Ex: While working on a case from Customer ABC, if one of our employee 'firstname.lastname@example.org' is required to be added on cc and another customer XYZ has a similar email 'john.doe@XYZ.com' , it is possible that we may end up adding john.doe@XYZ.com instead of email@example.com on the case from Customer ABC, violating the agreement with both ABC and XYZ.
A summary of the idea:
While adding a recipient on the Public comments, prompt if there is an email from an unrelated customer domain ( or account). The exception is the domains set up as the 'Internal domains'.
A thorough description of the functionality you have in mind:
In the above example, on a case raised by Customer ABC, if john.doe@XYZ.com added as a recipient on the public comment, show a prompt/alert on the UI that will warn against such domain mismatches. This should not stop from sending the email but just alert so that the composer of the email is aware of this potential risk.
An error message similar to "Warning: One of the recipients is not related to this account." should help.