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Email2Case custom matching rules
We currently have an Email 2 Case implementation but as muliple contacts can have the same email address, Slesforce is not matching the incoming email 2 case with a contact and account.
https://help.salesforce.com/articleView?id=000328268&type=1&mode=1
Is there a way we can create a custom set of matching rules, either declarativly or by custom code?
I have looked at Email services and wondered if this could work?
https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_classes_email_inbound_what_is.htm
Can anyone describe how this would work?
TIA