RightNow Tips: Enabling Email Sharing Feature
RightNow by default disables the email sharing feature to safeguard and prevent duplicate contacts from being created. This saves the work of implementing additional checking for unique contacts for business users.
However, in some organisations, they will allow the creation of duplicate contacts and only merge them at a later stage. The flexibility to enable email sharing is possible in RightNow. Follow these steps to enable: Configuration Button > Database > Email Address Sharing