Forwarded e-mails seem to all get grouped together - how do I prevent this. I assume many customer q - Thread Discussion

# 🛠technical-support

JellyBean·5 replies

Forwarded e-mails seem to all get grouped together - how do I prevent this. I assume many customer questions will arrive from the same customer service inbox. These should all be treated as "individual" conversations rather than grouped together because they come from the same (forwarding) e-mail.

The response here again is in English, even though the whole thread is in Dutch. Please advise

Himanshu21/01/2026 15:05

Hello @JellyBean

To better understand the behavior you are seeing, are multiple customer emails thread being forwarded into the same chatbox?

JellyBean21/01/2026 15:59

Yes. It's basically the way of working that allows me to answer customer e-mails:

[email protected]

Is what they sent the customer questions to - I forward these to my YourGPT.ai address: [email protected]

And all of these customer questions therefore are getting into the same thread.

Instead I would like each received e-mail to be a new thread

Himanshu21/01/2026 16:06

Okay, I have reported this issue to the team. I will discuss with them and get back to you with an update.

JellyBean27/01/2026 09:16

Any update @Himanshu

JellyBean02/02/2026 10:29

@Himanshu Please get back to me.