Is it possible for responses from customers that aren’t replies to threads that are already active to automatically merge into the thread that is in regards to their concerns?
This would allow my team members to continue discussing the subject with the customer versus the email being delivered to the general inbox.
Hi there! The workflow you outlined isn’t currently possible. Front references internal embedded message-IDs to determine which messages should be threaded together. When a sender composes a new message rather than using reply, the internal message-ID would be different than the existing thread, which means Front would have nothing to reference. I’ve included more about threading for you here! https://help.front.com/en/articles/2039
Teammates can manually merge conversations as well: https://help.front.com/en/articles/2278
Lastly, you can submit a feature request for this functionality here! https://front.ideas.aha.io/ideas
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