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jessietsuei
jessietsuei
Conversationalist
June 21, 2024

Multiple copies of the same email assigned to multiple recipients in a shared inbox

  • June 21, 2024
  • 1 reply
  • 216 views

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- People missing emails because they have been archived 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?

1 reply

cat_apac
cat_apac
Fronteer
June 23, 2024

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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