CX links email conversations to the right company for you. When a thread is linked, it shows up in that company's Interactions history, so anyone on your team can find it later without digging through a mailbox — and it feeds the company's pulse, CX's read on the health of the relationship.
Most of the time you do not have to do anything. This article covers how the automatic linking works, how to tell at a glance what is linked, and how to link or unlink a thread yourself.
How CX links email to companies
CX reads the email addresses in a thread and matches them to your companies by email domain. It checks the addresses in the To, CC and From fields, so it works the same way whether the message came in or you sent it.
When a thread is linked, you can see it two ways without opening anything:
In the message list, the company name appears under the sender's name.
In the thread panel, the company card shows the company's status and plan tags, along with its pulse.
The Clients view in the left sidebar shows only threads that are linked to a company — the fastest way to see what is filed and what is not. You can also narrow any view with the Client filter in the toolbar.
Note: Matching is by domain. A message from a personal address — a plan sponsor writing from a personal Gmail account, say — has no company domain to match, so it stays unlinked until you attach it yourself.
Finding a conversation
Click Inbox in the left navigation. CX opens on All Mail, which shows everything.
To narrow by view, click Clients for threads already linked to a company, or Internal for messages between your own team.
Use Search, or the From and Client filters, to narrow the list further.
Open the thread and check the sender, recipients and subject line.
Link a thread manually
You will need this when someone writes from a personal address, or when a thread should sit on a different company than its domain points to.
Open the thread in Inbox.
At the top of the thread panel on the right, click Attach a client...
Search for and select the correct company. CX links the thread, then reads through it and recalculates that company's pulse and Interactions history.
To check the link took, open the company record and go to Interactions. The thread is listed there.
Unlink a thread from a company
Open the linked thread in Inbox.
Right-click the company card in the thread panel.
Select Detach client from thread. CX removes the link, recalculates the company's pulse, and takes the conversation out of the Interactions summary.
Best practices
Scan for gaps rather than filing by hand. Compare All Mail against Clients — anything in the first and not the second is unlinked and probably wants attaching.
Watch personal addresses. Threads from personal email accounts are the ones that will not link themselves.
Check before you override. If a thread linked itself to a company that looks wrong, the domain match is usually right and the exception is worth a second look.
Fix a wrong link by detaching first, then attaching the correct company.
Accurate links mean an accurate pulse — the company health picture is only as good as what is filed against it.
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