KCS - When Filing Email Threads, Why Does the Add-in Sometimes Not File All Emails With the Same Subject Into the Same Thread?

Objective:

  • Thread appearing more than once in Clio's Communications
  • Why Are Some Threads That I Filed Using the Outlook Add-in Created as New Threads in Clio?

Environment:

  • Clio Web App
  • Outlook Add-in

Additional Information:

When using Conversation view in Outlook, you’ll see each separate conversation thread as it would be filed in Clio. For this reason, we recommend using conversation view when filing email threads using the Oulook Add-in.

Answer:

Outlook treats emails that have been forwarded as separate email threads, even if the forwarded email has the same Subject and Recipients list. When filing a group of emails, Clio will only file emails in the same thread into the same Communication record.

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