To provide agents with as much context as possible for customer replies, Genesys Cloud threads emails together. 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. 

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. 

In addition to the header-based threading, you can also thread emails based on subject line. Genesys Cloud checks for subject line-based threading only if the email headers match and the emails are threaded. If subject line-based threading is enabled, and if the subject line matches, the emails are threaded. If not, a new conversation is started. To enable subject-line based threading and to change the threading settings, see Configure email threading settings.

When making changes to the 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:

The following subject line changes result in a new thread: