Linking an email conversation to the right client in CX helps your team keep communication in the correct place. Think of this like filing a paper document in the right client folder so anyone on your team can find it later. When threads are linked correctly, Interactions history is cleaner, easier to trust, and much faster to use during follow-up.
Open Inbox in CX and find the conversation you want to link.
Click Inbox, then use Search or your email list filters to locate the thread.
Confirm you are on the correct thread before linking.
Check sender, recipients, and subject line in the thread view.
Use the client-linking control in the thread details.
In the right hand side thread detail panel, select Attach to Client (or the client link option) and choose the correct client record. Once selected, CX will then automatically go through the thread and recalculates the client pulse and interactions model.
Verify the link in Interactions.
Open the client record, go to Interactions (or the communication history area), and confirm the thread is listed.
To remove the thread from the client, you can simply right click on the client card in the email thread and select Detach from Client. This will remove it and CX will recalculate the client pulse and remove the conversation from the interaction summary.