FAQ: How does PureCloud thread email messages?
To provide agents with as much context as possible for customer replies, PureCloud threads emails together. When a customer replies to an existing email from their email client, PureCloud threads the email with the previous message and the agent receives the full email thread history. However, when a customer sends a new message from their email client or forwards an existing thread, PureCloud initiates a new conversation but does not thread the email. PureCloud threads email messages together if it receives a reply within one year.
PureCloud threads email messages based on the “In reply to” header and the “References” header. This process ensures that messages that originate from certain email clients and contain the same subject and sender information but are unrelated, are no longer associated with each other.