Question: How are emails assigned to homeowners and service providers?
When an email comes in, first priority is to try to match to a User account. If there is exactly one active User with that email, connected either to the User's account itself of to the User's Homeowner's Contact Info, the action item action is assigned to that user (for the "author" info on the step). The action item is also assigned to that homeowner account IF that user is attached to a homeowner and IF that homeowner has a single property.
Else, the system will check the email against all homeowner contacts. If it finds exactly one match, it will connect that Owner.
Else, the system will check the email against all service provider contacts. If it finds exactly one match, it will connect that Provider.
If the system fails to find a single instance in any of those three steps, it will not assign the XN to any owner. In this scenario the action item is unassigned to any association or owner account and must be edited to be attached to the appropriate association or homeowner record.
If an email address is setup as a contact record on multiple user accounts, the incoming emails from that address will not be connected to either account and must be edited to be attached to the appropriate association or homeowner record.