We have an interesting situation where we've recently updated our Account hierarchies in our CRM system.
Contacts are assigned to the Account level but we capture usage data at the Org level. This means we have users and contacts that could potentially overlap (they would share the same email addresses).
Our CSM's use the BCC functionality quite frequently. The worry is that they're going to hit a lot more errors because there will potentially be "duplicate users", not across accounts, but within the same account hierarchy. It would be good to be able to build rules on how to handle situations where Totango does find the same user multiple times.
e.g. prioritize based on the hierarchy (attach it to the user on the parent account). prioritize based on ARR on contract value.
We just don't want the interaction to be lost entirely, which is the current behavior.
This would apply to the Campaign functionality as well, since duplicate users cause issues with this feature as well.
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