Emails in 8x8 Contact Center Show the Sender as Last Name Not Available First Name Not Available

Why are some email senders displayed as "(last name not available), (first name not available)" when the email is received in the Contact Center?

When the Contact Center receives an email, the system attempts to identify the sender by looking up their email address. If the email address matches an existing customer record in the Contact Center CRM, the configured name for that customer will be displayed to the agent.

This lookup, based on the 'From' address, occurs even if the inbound email is linked to an existing case that was originally created by a different customer contact or email address.

If the sender's email address is not recognised and there is no existing customer profile associated with it, the system will use the default values of "(last name not available), (first name not available)" when creating a contact's first and last name. This is the standard behaviour for new, unrecognised email senders.

Agents can update the existing customer record within the Contact Center's CRM to reflect the correct details matching the sender's email address. This will ensure that future emails from the same address display the customer's name.

If this is not updated, new emails from the same address will continue to show "(last name not available), (first name not available)."