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We have a customer facing portal where entries are submitted.
In our back-office, we have three main pages: Accounts, Contacts, and Submissions. Each account has an associated contact that os granted portal access. Every customer submission is assigned an ID. Each ID is linked to the Account.
When you click into the submission ID, only emails sent from that ID show.
When you click into an account, any emails sent from the id to the account are shown but not emails sent/received from the account contact.
We want it so that under the entry-id we can see any correspondence to the account and contact, regardless of not they were sent in that ID.
This is probably confusing without walking through, but I'll do my best to give an example.
Account: Microsoft
Contact: John Doe
ID: 12345
If I send an email to John Doe from the entry-id, it will show in the timeline for the ID and for the contact. It does not show in the Microsoft Account, even though he is linked to that account. We want it to show in the Microsoft Account.
Same goes if we send John an email from his contact page, it won't show in the ID.
Bottom line, any correspondence regarding Microsoft, no matter how it was sent, we want to show in the Account, the Contact, and the ID.
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