How does Genesys Cloud email threading work?

Genesys Cloud threads emails with the same subject line and starts a new thread if you change the subject line. Because Genesys Cloud email threading allows for small variances at the beginning of a subject line, Genesys recommends that you make changes in the middle or end.

For example the following subject line changes do not result in a new thread:

Original subject	Revised subject
Subject	Re: Subject
Subject	Fwd: Subject
Subject	New Subject
123456	0123456

And these subject line changes result in a new thread:

Original subject	Revised subject
Subject	Subject New
Subject my 1 order	Subject my 2 order
123456	023456
123456	01234567

For more information, see Configure organization-level email threading timeline.

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.