When you receive an email, Kolleno automatically determines which customer it should be assigned to. Here's how the platform works to ensure emails go to the right place:
The Process (In Order of Priority)
Bounce Email Detection
If the email is a bounce notification, the platform identifies the original email that failed to deliver and assigns it to the same customer.Reply Chain Tracking
If the email is a reply to a previous message:The platform checks if it is a reply to an email you sent
Or if it is a reply to an email you received
The customer from the original email becomes the customer for this reply.
Conversation Threading
For emails from certain providers (like Microsoft Exchange), the platform uses conversation IDs to link related emails and assign them to the same customer.Hidden Tracking Tags
If the email contains special tracking information, the platform uses it to identify the customer directly.Domain Name of the Email Address
Verify if the email address belongs to either an AP platform or a domain name recorded as belonging to your company. In this case, it goes to unassigned communications.
If you wish to add a domain name to this list, please contact support referencing this help centre article.
Email Address Matching
The platform looks at the sender's email address and checks:Recent Activity: Have emails been sent to this address recently?
Contact Database: Is this address stored as a contact for any customer?
Historical Emails: Have emails been exchanged with this address before?
Subject Line Analysis
The platform examines the subject line for:Invoice Numbers: If it mentions invoice references
Customer References: If it mentions customer codes
Content Scanning
If the customer is already known but related invoices need to be found, the platform scans the email content for invoice references.Manual Assignments
If none of these methods worked, it will go to unassigned communications. If it got assigned to the wrong customer, you can manually change it.
What This Means for You
✅ Automatic Assignment: Most emails are automatically assigned to the correct customer with no manual work needed
✅ Smart Fallbacks: If one method fails, the platform tries the next best option
✅ Audit Trail: You can always see why an email was assigned to a particular customer (see how here)
✅ Accuracy: The most reliable identification methods are prioritized
When Manual Assignment Might Be Needed
Emails may not be automatically assigned when:
The sender is completely new to your system
The email lacks any recognizable references
In such cases, you’ll need to manually assign the email to the correct customer.
Need Help?
If emails are being assigned incorrectly, check:
The email thread history
Whether the sender’s email is correctly stored in your contacts
The platform learns from your corrections, so manual assignments help improve future accuracy.