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Why has my email split into a new conversation?
Why has my email split into a new conversation?

If a colleague is removed from an unshared email, the conversation is split into a new one, to protect privacy.

Lachlan Macindoe avatar
Written by Lachlan Macindoe
Updated yesterday

Emails in Karbon can be split into new conversations in some circumstances. The most common reason is if a team member has been removed from an unshared email conversation. Additionally, this can also occur if a Shared Triage email account is dropped from the conversation.

When this happens, the email is split and sent as a new email conversation, removing any previous history from the original email. This is to ensure the removed team member cannot access an email that may be intended to be private.

A message will display to inform you that this is happening.

The original email conversation will then provide a message and link to the new email conversation.

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