Enable ability to map Related Contacts (Account Contact Relationship object) in Email Assist

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  • Updated 3 months ago
I add this as a comment on a different community post but figured I should post it as its own.

We use the Related Contacts function in Salesforce, which provides the Account Contact Relationship junction object to map a single contact record on the Contact object to multiple accounts.   In our use case, one contact might be a Key Contact on one account, but the primary Decision Maker on another account.  We use the Account Contact Relationship object to map that person to the second account (indirectly) where the contact type is set differently (on the ACR object).

Email Assist does not allow us to add contacts to an email unless they are directly associated to that Account via the Contact object.

Product suggested enabling Associate Contacts and removing the Account ID filter so that CSMs could select the appropriate contact(s) to whom to send the email in the task.  That leaves much room for error (someone accidentally selecting the wrong person from an entirely different customer account).  Besides that, you are limited to 4 search fields which appear to be standard Contact fields only (I don't see some of our custom fields listed).
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Jeff Kirkpatrick, Champion

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Posted 3 months ago

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Nitisha Rathi, Employee

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Hi Jeff,

We understand the issue and also acknowledge that the workaround is not a clean solution. We will try to fix it soon. 

Thanks,
Nitisha