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Move work emails in CC to participant

  • January 14, 2025
  • 4 replies
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alex_soria
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Hi, 

 

I’m trying to find a workaround to move work personal emails username@domain.com as participants when a customer is adding them in TO/CC along with our main domain support@domain.com

I may have found a way to spot they are in CC and add them as participants, but I cant find a way to remove them from CC when someone hits on Reply to all

Unfortunately this is a habit for some of our customers, and as the team is starting to use Front they dont always check everyone is CC resulting in 

  1. Adding these agents as contacts in the conversations (which I havent found a way to remove - if there is a solution here please share) 
  2. Adding emails in different inboxes (a same conversation is in 3 or 4 different inboxes in different workspaces) 

Any workaround?

Best answer by alex_soria

Hi Sadie, 

 

I’m not so worry about threading the message, actually I want the message to remain threaded, what I want to remove in the CC aliases that are not relevant automatically and not having to depend on a manual action.

As an example:

This is something that unfortunately happens often, adding personal work email on the top of our main contact alias. 

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    4 replies

    sadie_mcdaniel
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    Hi Alex,

    Front references internal embedded message-IDs to determine which messages should be threaded together. When a sender uses the same message but changes the subject information or recipients, the same embedded message-ID is referenced. This means the message will thread even though the above information has been changed.

     

    Options to prevent this in the future would be to create a new email rather than recycling an email and updating the information and/or updating the threading mode of the channel. I've included more information about threading for your reference here!

    Sadie McDaniel - Customer Support Representative
    alex_soria
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    • alex_soria
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    • January 17, 2025

    Hi Sadie, 

     

    I’m not so worry about threading the message, actually I want the message to remain threaded, what I want to remove in the CC aliases that are not relevant automatically and not having to depend on a manual action.

    As an example:

    This is something that unfortunately happens often, adding personal work email on the top of our main contact alias. 

    alex_soria
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    • alex_soria
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    • 8 replies
    • January 21, 2025

    ​@PhoebeatFront Could you be able to help here? Thank you!

    PhoebeatFront
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    Hey ​@alex_soria thanks for tagging me, and sorry that this slipped through the cracks. I’m going to send you an email with follow-up here as we may need to troubleshoot some specific IDs from your company to investigate if this is possible. 

    Stay tuned, you’ll hear from us soon. 

    -Phoebe, Senior Customer Support Specialist @ Front
    alex_soria
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    • alex_soria
      alex_soria

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