I have a customer that is receiving already completed email interactions in a thread when they accept new emails as seen in the attachment

However the person's account has these settings which limit the email capacity to one (see below). What would be the cause of the above and how would I recreate for testing purposes.

Genesys will thread emails together into one interaction where specific email headers match.  Changing utilisation won't affect that.

How does Genesys Cloud thread email messages? - Genesys Cloud Resource Center (mypurecloud.com)

From my understanding, Genesys is looking to release a feature next year Q1 to give customers the ability to prevent threading from occuring.  With your example and threading disabled, all these would be individual emails and not threaded into one interaction.

Original Message:
Sent: 11-30-2023 01:00
From: Henry Nguyen
Subject: Email thread for agent when utilisation max capacity is set to one

I have a customer that is receiving already completed email interactions in a thread when they accept new emails as seen in the attachment

However the person's account has these settings which limit the email capacity to one (see below). What would be the cause of the above and how would I recreate for testing purposes.

#DigitalChannels

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Henry Nguyen
NTT Australia Pty Ltd.
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