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  • 1.  Problem with Grouped Email Interactions

    Posted 01-16-2025 03:33
    No replies, thread closed.

    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)

    ------------------------------
    ledvina bilani
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  • 2.  RE: Problem with Grouped Email Interactions
    Best Answer

    Posted 01-16-2025 08:01
    No replies, thread closed.

    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



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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