# How Delpha Handles Email-to-Case Duplicates

## How Delpha Handles Email-to-Case Duplicates

<div align="left"><figure><img src="/files/nRISbQsmaHhBAfTa5l8t" alt="" width="375"><figcaption></figcaption></figure></div>

1. **Case Creation**\
   A new case is created from an incoming email.
2. **Duplicate Detection**\
   Delpha analyzes the new case against existing ones, applying filters (e.g., origin, country) to narrow down the comparison.
3. **Accuracy Check**
   * If the confidence score is **below threshold A%**, the new case is kept as unique.
   * If the score is **between A% and B%**, the case is flagged as a *possible duplicate* and requires human validation.
   * If the score is **above threshold B%**, the case is considered a confirmed duplicate.
4. **Duplicate Handling**
   * If the existing (master) case is **closed**, the new case is kept but linked as a child.
   * If the existing (master) case is **open**, the new case can either be **merged** (soft-deleted and related to the master) or **assigned** as a child of the master case.
5. **Merge & Unicity Management**
   * When merging, the new case is soft-deleted, added to the merged case list, and its email is reassigned to the master case.
   * Delpha also ensures unicity of related files (e.g., preventing duplicate attachments).

In short: **Delpha filters, scores, and automatically processes Email-to-Case duplicates**—keeping only one master case active while linking, merging, or cleaning up duplicates depending on confidence thresholds and case status.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.delpha.io/delpha-for-salesforce/how-to-faq/duplicate-cases-email-to-case/how-delpha-handles-email-to-case-duplicates.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.