Duplicate Detection

Email-to-Case Duplicate Detection maps email data to Salesforce fields, applies look-back limits and uses filters to target relevant records—ensuring faster, cleaner, and more accurate case management

Field Mapping

When an email is converted into a Salesforce Case, Delpha (and Email-to-Case) map each part of the email to the right Salesforce field.

Case Field (Salesforce)	Email Field (Source)	Explanation
Case Sender	Email Address	The email address of the person who sent the email. This is used to identify the Contact or create a new one if needed.
Case CC List	D CC Address	All recipients in the CC of the email are stored here. They can be used to track stakeholders copied on the case. D CC Address is a Delpha custom field.
Case Subject	Subject	The email subject line becomes the case subject. This helps categorize and search cases quickly.
Case Body	Description	The email body (message content) is inserted into the case description so that agents see the original customer message.

These fields are used for duplicate detection.

Assessment Period (Days)

When searching for potential duplicate cases, the system needs to compare each newly created case with past cases. Since both open and closed cases are considered, the number of possible matches is restricted by defining a maximum look-back period based on the case creation date.

Case Filters

Case Filters let you define conditions that limit which cases are considered during duplicate detection. You can select any case field or any field in a related object, choose an operator (equals / not equals), and combine multiple filters with AND logic to focus only on the cases that matter.

Example:

To only compare cases where Case Origin = Email and where Account.Billing Country = United States.

This ensures the assessment process runs only on the subset of cases created through the Email to Case process and associated to US Accounts.