This appears to be the out-of-the-box behavior of the email record form view in CSM Configurable Workspace.
In the To field, recipient names are displayed once for each record in the User [sys_user] table that has the same email address.
As a result, if multiple User records share the same email address, multiple recipient names are shown, which is confusing for agents.
We would like to know:
Is it possible to restrict which recipients are shown by applying conditions?
For example, can we determine which user name should be displayed based on information from the Case associated with the email?
If that is not possible, is there a way to display the email address itself instead of the user name / User record in the To field?
Our goal is to avoid agent confusion when multiple User records exist for the same email address.
Thanks.
