Linking an email conversation to the right client keeps communication where your team expects to find it. Think of it like filing a paper document in the correct client folder — anyone on your team can find it later. When threads are linked correctly, each client's Interactions history is cleaner, easier to trust, and much faster to use during follow-up. Linking also feeds the client's pulse, CX's read on the health of the relationship.
Finding the conversation
Click Inbox in the left navigation.
Use Search or the email list filters to locate the thread you want to link.
Open the thread and confirm it is the right one. Check the sender, recipients, and subject line before you link it.
Tip: Filters like unread, flagged, and date range help you narrow a busy inbox quickly.
Link a thread to a client
Open the thread in Inbox.
In the thread detail panel on the right, find the client-linking control (Attach a client...).
Search for and select the correct client record. CX links the thread, then automatically reads through it and recalculates the client's pulse and interactions history.
Verify the link. Open the client record, go to Interactions (the communication history area), and confirm the thread is listed.
Unlink a thread from a client
Open the linked thread in Inbox.
Right-click the client card in the thread detail panel.
Select Detach client from thread. CX removes the link, recalculates the client's pulse, and removes the conversation from the interaction summary.
Best practices
Confirm the sender and subject before linking. A mislinked thread puts history on the wrong client record.
Link threads as they come in, not in batches later. Fresh links keep Interactions current for the whole team.
If a thread was linked to the wrong client, detach it first, then attach the correct client.
Linked threads power the client's pulse — accurate links mean a more accurate health picture.
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