Third Party Syndication Common Lead Email Issue

Background Info:

One of our system's features is syndication of on market properties on a nightly basis to tenant facing third party websites, so leads can be generated for our clients.  The email address that is associated with each listing is generated by our system and unique to each client and listing.  This way when a lead inquires about a listing, the email generated by the third party website is sent to us first.  Since the email is unique, we know who to send the email to and also the listing that is inquired.  This setup allows us to provide many features within our system, such as direct lead insertion, lead notification and distribution, etc.

Many third party tenant facing websites allow users to register using their Facebook account.  However, Facebook does not allow the disclosure of the user's email to anyone else other than the website that the user registered with.

When a Facebook registered user inquires about a property on the third party website, it would generate an email sent to us.  However, the content of the email would not contain the inquired user's real email address, since Facebook does not allow it.  The third party website hence would provide us with their own system generated email address which represents the lead.

Example: zms-123456789abcdefg@reply.zillow.com

Issue:

The issue arises when our user copies the zms-123456789abcdefg@reply.zillow.com into their own email account and sends an email to the lead.  The third party website would receive this email.  They will notice a new email address and associate that with this lead.  Please keep in mind the above that we do not provide the third party website with our user's real email address when syndicating, but rather a generated one.  The logic that the third party website follows when they receive an incoming email, is to send all parties that have come in contact with this lead a copy of the email.  This means that they will route the email our user just sent, to the lead, but as well as our generated email.  When we receive this email we would automatically consider it a new conversation and add it to the lead's history within our user's account, as well as send our user an email to inform.  That is why it would create a weird situation where our user would email the lead and then he/she will get an email from us of the same thing sent to them shortly after.

Another situation can arise if our user, after receiving a new lead email, would forward that email to their co-worker to work on.  When their co-worker copies the third party generate lead email address into their email account and send the lead an email that way, a similar situation would occur like the above.  The different would be the user whom forwards would always get an email whenever their co-worker sends the lead an email.

Solution:

Do not copy the third party website generated email address into your email account.  Directly reply back to the email sent by us, or use the email feature on the lead's details page within our system.

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