You may encounter one or more of the following issues while handling email cases:

• Internal stakeholders, supervisors, or third parties appear in customer-facing email threads.
• Customers can see internal communication that should remain private.
• An email reply contains unnecessary historical messages.
• Multiple conversations become mixed into a single email thread.
• Agents want to include additional participants without exposing the entire conversation history.

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Cause

Email channels behave differently from channels such as voice, chat, SMS, or WhatsApp.

For a single customer email address, multiple independent email threads can exist. When agents continue replying within the same email chain, all previous recipients and message history can become part of the conversation trail.

As a result:

• Internal participants may remain included in future replies.
• Sensitive or irrelevant context may be exposed to customers.
• Email threads can become difficult to manage.

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Resolution

Scenario 1: You Need to Involve a Supervisor or Third Party

Recommended action: Use Collaborate via Email.

Using Collaborate via Email creates a separate communication channel and helps keep the customer conversation isolated.

Steps

1. Open the email case.
2. Select Collaborate via Email.
3. Add the supervisor, subject matter expert, or third party.
4. Share the required information.
5. Continue customer communication separately from the collaboration thread.

Why This Works

• Keeps internal discussions separate.
• Prevents accidental inclusion of internal recipients.
• Maintains a clean customer-facing email trail.

Scenario 2: An Unwanted Recipient Is Already Included in the Thread

If a supervisor or third party has already been added to the conversation and you no longer want them included in future emails, reply from an earlier message.

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Steps

1. In the conversation pane, locate a previous email sent before the unwanted recipient joined the thread.
2. Select that email message.
3. Reply to the selected message instead of the latest message.
4. Send your response.

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Result

The email trail includes only the conversation history up to the selected message.

Messages added after that point are excluded from the outgoing thread.

Scenario 3: You Want to Prevent Internal Communication from Being Visible to Customers

Recommended action

Create a separate conversation instead of continuing the existing email thread.

Use one of the following approaches:

• Collaborate via Email for internal discussions.
• Start a separate communication thread when appropriate.

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Result

Customers receive only the information intended for them and do not see internal discussions or additional context.

Best Practices

Follow these guidelines to maintain email case management hygiene:

Summary

To maintain clean and secure email conversations:

• Keep customer email threads as one-to-one conversations.
• Use Collaborate via Email for supervisors and internal stakeholders.
• Reply from a previous message if you need to exclude later participants or conversation history.
• Separate internal and customer communications to prevent unintended information disclosure.

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Expected outcome: Customers receive only relevant communication, while internal discussions remain isolated and secure.