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When you move a message, you create multiple Front threads for a single Gmail/Office365 conversation. With Gmail/Office365 threading, there is usually a 1:1 relationship between Front conversations and Gmail/Office365 conversations. If you are moving messages in a Gmail or Office365 channel, your channel's threading mode is important. Moving messages in Gmail and Office365 channels To make it easier for them to keep topics separate, we recommend changing the subject line when you reply to the new conversation to something different from the original. Moving messages is only visible to your Front team, not to the external recipients on the thread. Tags and comments will remain on the original conversation and will not be moved. If the original conversation was unassigned, the new conversation will be also unassigned. The new conversation will have the same followers and assignee as the old conversation.

Anyone with access to the original conversation can access the new one by a link in the conversation, unless it’s moved to an inbox they don't have access to or their access is revoked. When you move an email message, it's removed from its original conversation and used to start a new, separate conversation. You can change the assignee, tags, or subject line of the new conversation without impacting the original conversation. Reply from the new conversation if you would like replies to be threaded there. There will also be an activity line in the original conversation linking to the new conversation. There will be an activity line in the new conversation linking to the original thread. You will land in the new conversation with the single message you selected in Step 1. This action cannot be undone, though you can use our merge feature to combine the threads later. Any messages after the message you select will remain in the original conversation.Ĭlick the message options menu and select Move to new conversation in the dropdown.Ĭlick Move when it asks you to confirm the move. This must be a single message - you can’t select multiple messages and move them as a group. Open a conversation you want to split, and click on the message you want to use to start the new conversation. Move an email message to a new conversation Instructions Follow the instructions for your conversation type below.

The following channels offer this feature: Facebook, Front Chat, Intercom, Smooch, SMS, WhatsApp, Gmail, Office365, SMTP, Formsĭepending on the channel type, the feature may look different.

Replies will thread in the latest conversation, and each conversation will have its own tags and assignee. Are replies from different customers being threaded together, or is it hard to tell what part of a chat conversation a tag is referring to?Īnyone on your Front team can move an email message into a new conversation or split a text/chat conversation, so you can handle them separately.