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Emails are coming in separate from their original conversations. Is this how the customer is replying to conversation? What could be causing this?

  • 4 August 2022
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Emails are coming in separate from their original conversations. Is this how the customer is replying to conversation? What could be causing this?
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Best answer by Oseas 5 August 2022, 17:16

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Hey @sam m13​ ​! Oséas here from the Customer Support Specialist team 🕵️

 

A possible cause for a new conversation being created is that the recipients of the new email do not match the existing conversation. When a recipient is removed from an email thread Intercom will create a new conversation. You can check the recipients of the email by clicking “View raw email” , which appears when you hover over the ✉️ icon like you see below 👇Markup on 2022-08-05 at 16:14:45

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