Hi @pierre_a!
Nope, that’s not the issue.
Let me give you some context. Internally, we divide sales people (in web query terms) by product line and by geography. In those web queries, the responsible salesperson (lvl 1) and his or her manager (lvl 2) must received that query via mail (internal company policy).
To: Responsible Sales Person (lvl 1)
CC: Manager (lvl 2)
The objective is that the person who is in “to” field interacts with the lead. The person who is in “cc” field just supervises and gives back-up if is needed.
In some cases, that “manager” (lvl 2) could become the responsible salesperson. So, another player joins the game, the sales director (lvl 3).
To: Manager (lvl 2)
CC: Sales director (lvl 3)
The issue here is that by sending those emails via mautic/sparkpost, the sales team can’t see if someone is on cc. So some times, the sales responsibles (“to” and “cc”) have contacted the lead in duplicate and separately because they thought they were in the field “to”.
Figuring that seeing cc was not possible (And you have confirmed to me that it is not possible), I came up with a possible solution: study all the possible cases and carry out campaigns to assign owners to each contact. These owners are the ones who are really responsible for interacting with the contact.
So having this already deployed, I added the token {ownerfield=email} in the query mail. In this way, sales team can see who is in charge of interacting with the lead. But, didn’t work. This token never gives the owner mail, alwyas displays: “[Owner E-mail]” as if I didn’t have that info. But i checked that the contacts always has an owner assigned. I think this is the easiest solution to solve my problem.
Anwsering your question “Don’t you use the native forms offered by Mautic?” Yes I do. But in other user cases such as landing pages. This website forms are directly managed in our website.
Maybe is a version issue/bug. Im working with V3.3.3 (planning to upgrade in near future).
Thx! I hope I have explained myself clearly