When we send an email template from a service record, and the email template has personalization tokens calling on other object records such as deal properties, the personalization token calls on the most recently made deal for the associated company to the service, even if another older deal (associated to the same company) is associated to the service record. This is counterintuitive. Why would the personalization token call on a deal not associated to the service record, when there is another deal already associated to the service record?
The default should be changed to call on the properties of the primary object association label, which is logical. I imagine many people don’t realize this and are using email templates sent from service records that call on incorrect property values.
For example, I am sending an email from a service record. The service record is associated to ABC Company and the 2025 deal for ABC company. Both ABC Company and the 2025 deal are marked primary to the service record. Unrelated to the 2025 deal, ABC Company also has a 2026 deal that the sales team is working to close. When using an email template with personalization tokens in the service record, the personalization tokens call on the 2026 deal, not the 2025 deal. How would someone in the service record, that is associated to the 2025 deal, know the email template personalization tokens are calling on the 2026 deal, which they might not know about or have access to?
It was already suggested that we send the email from the deal instead of the service record, which we can’t do that. It has to be sent from the service record… otherwise the email won’t automatically associate to the correct service record and we can’t rely on someone remembering to go back and associate the service record to the email sent from the deal. We also can’t turn on automatic logging of email activity from the deal to the service records since workflows are triggered based on email activity from within the service records, and the automatic association labeling is clunky and doesn’t have a way of narrowing down to the right service record.