Hello everyone. I am a QM supervisor and I am currently reviewing our email interactions. I have noticed that when a customer replies to an old email thread from several months ago, Genesys Cloud sometimes creates a brand new interaction instead of threading it with the previous conversation. This makes it very difficult for my team to see the full historical context of the customer’s request. Is there a way to adjust the ‘Threading Window’ for email interactions, or is there a specific header that we need to ensure our mail server is preserving?
Hey Ami56! I am an email routing specialist and I deal with this threading logic every day. Genesys Cloud uses the In-Reply-To and References headers to link emails together. If the customer’s mail client or your corporate mail server strips these headers, the threading will fail. Also, there is a default ‘Conversation Timeout’ of seventy-two hours. If the reply arrives after that window, it will always start a new interaction. You can increase this timeout in the Email Routing settings, but be careful as it can lead to very long and messy conversation histories!
Greetings! I am a voice biometrics enthusiast but I also help with our digital channel setup. To follow up on Sak41, you should also check if your agents are ‘Closing’ the interactions correctly. If an agent marks an email as ‘Done’ and then the customer replies, it might trigger the new interaction logic depending on your ‘Re-Open’ settings. I always recommend using a ‘Wrap-Up’ code that allows for a longer re-open window for our complex support cases.