How does Genesys Cloud thread email messages?

To provide agents with as much context as possible for customer replies, Genesys Cloud threads emails together. When a customer replies to an existing email from their email client, Genesys Cloud 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, Genesys Cloud initiates a new conversation but does not thread the email. By default, Genesys Cloud threads email messages together if it receives a reply within 30 days. 

Genesys Cloud 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.

To change the threading interval or to separate emails when the subject line changes, see Configure organization-level email threading timeline. 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:

And these subject line changes result in a new thread: