Path Of A Message
Customer Sends Email
A customer emails your support address (e.g.
[email protected]).Matched To A Conversation
OpenCX recognizes your registered address and either continues an existing conversation or starts a new one.
Treat the thread in your OpenCX dashboard as the authoritative copy. Mail clients may or may not collapse replies into one visual thread depending on the mail client.
New Thread Vs Reply
| Situation | What happens |
|---|---|
| New | No matching session token, and To includes your registered address → new email session; original subject is stored as the conversation title. |
| Reply | Same contact From as the session and a numeric session token in the subject as [12345] or in the body as Ref: #12345 / Reference: Ticket #12345 (new sessions use five-digit tokens by default). |
Outbound Format
Replies keep the original subject with a Re: prefix. A small reference number is included automatically for tracking. All outgoing emails are formatted as HTML with unsafe content removed before delivery.Good To Know
Multiple Addresses On One Org
Multiple Addresses On One Org
AI replies send from the address the customer wrote to. Routing keys off To, so each registered address is matched independently. However, some human agent outbound paths may pick any connected channel as From — use one primary address if you need strict alignment for agent replies.
Quotes And Attachments
Quotes And Attachments
Previous messages in the thread are automatically separated from the new reply. Inbound attachments appear on the conversation. Outbound replies from human agents can include attachments where enabled.
Security Snapshot (Non-Exhaustive)
Security Snapshot (Non-Exhaustive)
Inbound mail is received securely on your behalf. Outbound replies are sent from your verified domain. For contracts or DPA questions, use your account or legal channel—not this page.
Related Documentation
Troubleshooting
Connection failures, missing replies, and common fixes.
Human Handoff
AI to human escalation — applies to email sessions.
AI Actions
Run tools and workflows from email conversations.
Autopilot And Topics
Channel-level Autopilot, assist mode, and topic rules.