How do I add a second email address to a user

One user can hold several addresses, and mail from any of them reaches the same record. It is the fix for most duplicate-record problems.

One user can hold several addresses, and mail from any of them reaches the same record. It is the fix for most duplicate-record problems.

Add one

1. Open the user's profile.
2. Add the email address.
3. Save.
4. Choose which address is primary.

What it achieves

Mail from either address reaches the same record. Their history stays in one place, and agents see the whole picture rather than half of it.

When to use it

• A customer writing from work and from home.
• Somebody who changed name and address.
• A colleague who existed as a customer before becoming an agent.
• A person at a company that has been through a rebrand.

The primary address does the work

Notifications and sign-in use it. Adding a second address does not change either of those unless you make it primary.

If the address is already on another record

You get an error, because addresses are unique across the account. That other record is usually a duplicate of the same person, and merging is the answer rather than deleting.

For agents, check it during offboarding

A second address on a team member's record is exactly how an account keeps working after the obvious one is disabled. Look at every address, not just the primary.

See also

• Merging duplicate users
• Error: this email is already taken
• Managing team member email addresses