In case a customer mistakenly sends a duplicate email to a brand account, Sprinklr's email integration may grab and create separate cases for each instance of the email. This can result in inefficiencies and potential confusion for agents and customers alike.

To prevent the creation of multiple cases due to duplicate emails, it is recommended to create an inbound rule in Sprinklr. This rule could help identify duplicate emails and take appropriate action, such as merging them into a single case or marking them as duplicates for easy reference. By implementing such a rule, brands can streamline their email management processes and provide a better customer experience.

Inbound rule to ignore duplicate emails

1) Check the Inbound message with "Check for Duplicate Message created From" condition under the "Properties of the message"

2)  For adding the Duplicate Config - Please raise a support ticket to get this condition added.