How Delpha Handles Email-to-Case Duplicates

Delpha auto-detects and processes duplicate Email-to-Case records—only “Possible Duplicates” need your review.

How Delpha Handles Email-to-Case Duplicates

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.