If you're seeing the same email appear in multiple threads on your dashboard, it's likely due to how the email was routed to your inboxes. Our platform creates a unique thread for each inbox an email is delivered to. This means that if an email is sent to multiple addresses, or forwarded from one inbox to another, it will appear as a separate thread for each instance.
This is the intended behavior of our system and not a bug. It ensures that every instance of an email is tracked, regardless of how it arrived in your inboxes.
How to identify the cause
To confirm that duplicate threads are being caused by your email routing, you can check the inbox associated with each thread. Here's how:
- Open one of the duplicate threads in your dashboard.
- Check the inbox name associated with the thread. You can usually find this information near the top of the thread view.
- Open the other duplicate thread and check the inbox name.
- If the inbox names are different, it confirms that the email was delivered to multiple inboxes, resulting in separate threads.
How to prevent duplicate threads
To prevent the same email from appearing in multiple threads, you'll need to adjust your email forwarding rules. The goal is to ensure that an email is only delivered to one inbox that is monitored by our platform.
Modifying your email forwarding rules can affect how your emails are delivered. Make sure you understand the changes you're making before proceeding. If you're unsure, consult with your email administrator.
Here are some general steps you can take:
- Review your forwarding rules: Check the forwarding rules in your email client (e.g., Outlook, Gmail) to see if any rules are causing emails to be sent to multiple inboxes that are connected to our platform.
- Use a single destination inbox: If possible, have all relevant emails forwarded to a single inbox that is monitored by our platform. This will ensure that each email creates only one thread.
- Use email groups or aliases carefully: If you use email groups or aliases, make sure they are configured to avoid sending duplicate emails to multiple monitored inboxes.
For more information on how to manage your email settings, please refer to the documentation for your email provider.