Our current workflow has been designed so that emails are routed to a shared inbox based on custom account fields and then assigned back to the inbox owner. We often have email chains that have multiple recipients.
Example below:
3x users that are recipients + 2x users that are cc’d = Up to 5 copies of the email in the shared inbox
This has caused issues with merging and email assignment which has led to:
- People missing emails because they have been archived
- Multiple internal threads across the different copies
- Half of the copies auto-merging and the others remaining seperate
Another thing to note is that email ‘assignee’ often changes as different people will respond within the same chain.
What workflow automations / changes could work to solve this?
Multiple copies of the same email assigned to multiple recipients in a shared inbox
Userlevel 2
+6
Hi Jessie,
Cat here from the Front support team. Typically, if the same conversation is moved from multiple recipients’ individual inboxes, the copies would smart-merge into a single copy to reduce duplicates. There may be inbox settings active on some accounts which are preventing this.
If you’d like us to take a look at an example of this behaviour, please reach out to our team via https://help.front.com/en/contact-us with the details and we’ll take a closer look.
Cheers,
Cat
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