When you reply to emails from the Care Console, the To field is automatically populated with an email address. This behavior is based on the conversation history of the case, not on customer profile data.

This can cause confusion when:

• A different email address appears than expected
• Secondary email addresses stored in customer profiles are not used
• Users expect automation or rules to control the recipient

This article explains how recipient selection works and the current limitations.

How Recipient Selection Works

Sprinklr determines the To address based on the most recent email interaction in the case.

The system follows standard email behavior:

• It evaluates the latest message in the conversation
• It selects the relevant participant from that interaction
• It uses that address as the default recipient for the next reply

This ensures continuity within the email thread.

Scenario-Based Behavior

Scenario 1: Last Interaction Was a Business Response

If the most recent email was sent by an agent or business user:

• Sprinklr uses the recipient of that outbound email

Example:

• Agent sends an email to customer@example.com
• Another agent opens the reply composer

Result:

customer@example.com is populated in the To field.

Scenario 2: Last Interaction Was a Customer Email

If the most recent email is from the customer:

• Sprinklr uses the sender of the inbound email

Example:

• Customer sends an email from customer@example.com
• No business response has been sent yet

Result:

customer@example.com is populated in the To field.

Why the Recipient Changes Over Time

The To field is dynamic and updates based on the latest email activity.

Example:

• Agent replies to primary@example.com
• Later, agent manually sends an email to secondary@example.com

Result:

secondary@example.com becomes the default recipient for future replies.

Manual Updates to the `To` Field

Agents can manually change the recipient before sending an email.

• The new address becomes part of the conversation history
• It will be used as the default recipient for future replies

This provides flexibility when communication needs to shift to a different contact.

Secondary Email Addresses in Customer Profiles

Recipient selection does not use profile-level email data.

Even if a customer profile contains:

• Primary email addresses
• Secondary email addresses
• Additional contact email fields

These are not evaluated when populating the To field.

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Automation and Rule Limitations

You cannot automatically update the To field using:

• Rules
• Guided Workflows
• Workflow automation
• Case update actions
• Fan/profile updates
• Email routing configurations

Why Automation Is Not Supported

Sprinklr prioritizes conversation continuity over automation.

• Replies must stay within the same email thread
• The system ensures responses go to the most recent participant
• This avoids breaking email chains or sending responses to unintended recipients

Related Considerations

This behavior applies only to the To field. Other fields such as, CC, BCC or additional recipients can have separate configuration options depending on the workflow.

Quick Troubleshooting Checklist

If the To field shows an unexpected email address:

1. Check the last email in the case
2. Identify whether it was inbound (customer) or outbound (agent)
3. Confirm the sender/recipient of that email
4. Validate if the address was manually changed in a previous interaction

Most issues are explained by recent conversation activity.

Expected Behavior Summary