Customers using multiple lead-generation systems receive separate email notifications for the same lead. These individual emails are routed independently through the RingCX email channel, which can result in multiple agents contacting the same lead. We are requesting an enhancement that allows RingCX to intelligently identify and group emails related to the same lead and route them consistently to a single agent.

Requested Enhancement:

Add functionality that allows the email channel to intelligently group or associate emails related to the same lead, even when they originate from different systems.

Example approaches could include:

Identifying leads based on shared data fields (e.g., name, phone number, email address).

Allowing customers to define custom rules for grouping related notifications.

Routing multiple lead-related emails to the same agent or thread once identified.

The goal is to ensure consistency, reduce duplicate outreach, and provide a streamlined experience for agents.

This feature is being requested due to real challenges reported by customers receiving multiple lead notifications through different systems and experiencing confusion within the RingCX email queue.