Genesys Cloud - Main

Hello,

I would like to have separate interactions for replies within the same email. We have already tried adjusting the Organization Email Settings, but it did not resolve our issue.

This is problematic because a reply to an email that arrived a long time ago gets grouped with the original email, making it very difficult to locate.

Do you know of any solution for this?

Thank you.

#Routing(ACD/IVR)

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ledvina bilani
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Hi Ledvina,

I believe if you reply to a customer email it will automatically thread, but if you have set the email threading to 0 when the customer replies again it would create a new conversationID.

https://help.mypurecloud.com/articles/configure-organization-level-email-threading-timeline

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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