Email to timeline for one account is going to C360 but not R360

I have an account exec who has one of his accounts logging his emails to C360 and nor R360, we do not use C360 but do use R360. All other accounts, include his other accounts, work properly and send the emails to R360 using the email to timeline feature except his one account. We have no other employees or accounts send the emails to the wrong timeline. What could be causing this one account to use C360 for it’s timeline? I don’t know where to even start. I thought he might be accidentally configured to “account” instead of “global” but my manager feels the issue may be “when” the relationship was created in Gainsight. I don’t know what he means by that, so I don’t know where to begin troubleshooting if my first reason I came up with wasn’t right. Can someone explain what “when”  the relationship was created” means in terms of causing this error? Or point me to a resource to help? I don’t know what to even enter in my search to figure out what he meant. 

2 replies

Userlevel 7

@yarbraj There is a user level setting in which user can choose if the emails should go to account or relationship, by default. The settings is available at the same place where BCC email address is available. Can you please check this setting for the user?

Userlevel 7

@yarbraj does the comments help you or do you need any help here?