Mixing customers within one contact from different inboxes

[hmoghtafari]

Describe the bug

Description
When a customer sends an email to the EMAIL_... inbox from the email address .....yan_18@mail.ru, the system is incorrectly associated it with a different contact named ANDREY, who has a different email address (....mov@gmail.com). Instead of creating a new contact for the new email address, the self-hosted Chatwoot system mistakenly recognizes it as ANDREY, resulting in a mix-up of conversations.

Screenshots

To Reproduce

When a customer sends an email to the EMAIL_... inbox from the email address .....yan_18@mail.ru, the system is incorrectly associated it with a different contact named ANDREY, who has a different email address (....mov@gmail.com). Instead of creating a new contact for the new email address, the self-hosted Chatwoot system mistakenly recognizes it as ANDREY, resulting in a mix-up of conversations.

Expected behavior

The self-hosted Chatwoot system should create a new contact for the email address .....yan_18@mail.ru, as it is from a different customer, rather than associating it with the existing contact for ANDREY.

Actual Behavior
The email from .....yan_18@mail.ru is incorrectly associated with ANDREY's contact, causing the conversation history to display the wrong conversation.

Environment

Other [please specify in the description]

Cloud Provider

AWS

Platform

None

Operating system

No response

Browser and version

No response

Docker (if applicable)

No response

Additional context

No response

[pranavrajs]

@hmoghtafari Can you please share the original email headers? Does it have reply-to email address set?

[hmoghtafari]

@pranavrajs if you are asking for the user's email, I don't have access to that one, and reply-to is not set.

[hmoghtafari]

Hi @pranavrajs ,
Do you have any updates on this issue?