Reconcile a client's changed email

Email capture files mail to a client by matching the address on their record. So when you change a customer’s main email, the address the capture uses is changing too. If that record already has captured mail, Florio does not quietly swap one address for the other, because a typo or a hasty edit would cut off a live client’s thread. Instead it keeps both the old and the new address matching, and files an approval for an admin to settle. This page is that admin’s side of it.

Before you start

You need permission to manage your workspace settings. The approval appears in the Approvals area, and only people who can manage settings see the email section there. Changing the customer’s email itself only needs permission to edit customers, so the person who makes the edit and the person who reconciles it can be two different people.

When this happens

Florio files a reconciliation only when both are true: the record already has captured email, and its main address changed. If the record has no captured mail yet, the new address simply replaces the old one, with nothing to decide. Until an admin reconciles, both addresses keep matching new mail, so nothing is lost while the approval waits.

Reconcile the change

1. Open Approvals and find the Email changes to reconcile section.
2. Read the row: it names the customer and shows the address changed from the old value to the new one.

Screenshot from a demo workspace; data illustrative. 3. Choose one:

• Keep both when the client genuinely uses both addresses, so mail to either keeps filing to this record.
• Remove old address when the change was a correction and the old address is wrong or retired.
• Remove new address when the edit was a mistake and the original address was right.

Florio confirms before it removes an address. Whichever you pick, the record’s captured emails stay put: removing an address only stops it from matching new mail, it never deletes a message already on the timeline.

Good to know

• A correction fixes matching going forward, but it does not reach back for history. If the old address never captured a client’s earlier mail, ask us to backfill the corrected address so the thread fills in.
• If you resolve a row and realize you chose wrong, you can add the address back on the customer record and it starts matching again.

What we don’t publish

We describe what Florio does and why it is useful, and leave out the internal matching and security mechanics. If you are evaluating Florio and want the deeper picture, ask us through the request form.