How to split a conversation into separate threads
Contact by Zaweba shows a Threads strip in every record. Right-click a thread to rename it, mute it, merge it or move it to another record.
Every record in Contact by Zaweba has a Threads strip that already splits the conversation into threads, grouping emails by their replies and subject. Click a thread to see just its emails, and right-click it to rename it, mark it read or unread, mute it, merge it with another, or move it with its future replies to another record or to a new enquiry or customer.
Why one conversation can need splitting
Contact keeps one conversation per enquiry or customer, which is what makes it easy to see everything about a customer in one place. But a good customer writes about several things over time: an order, a delivery problem, a new quote. Read as one long list, those strands get tangled. Threads let you keep the single conversation and still read it a strand at a time.
Reading a conversation thread by thread
Open the record and look at the Threads strip. Each thread is a group of emails that belong together by reply chain and subject. Click one and the conversation shows only that thread's emails. Click another to switch strands.
This is the quickest way to pick up a matter where you left off. If a customer replies about their kitchen quote, open that thread and you see the quote, their questions and your answers, without wading through months of unrelated orders.
Tidying threads with a right-click
Rename a thread when the subject line doesn't help. Customers often reply to an old email to raise something new, so the subject still says Re: Order confirmation when the thread is really about a return. Renaming it to say what it is about makes it findable later.
Mark a thread read or unread in one go when you have dealt with it, or want to come back to it.
Mute a thread that you don't need to follow, such as a long chain of automatic notifications or a back-and-forth you are only copied into.
Merge two threads when the same matter has been split, often because a customer changed the subject halfway through.
Moving a thread out of the record
Sometimes a strand doesn't belong with this customer at all. A customer forwards an enquiry from a friend, or starts writing about a second business they run. Right-click the thread and move it, along with its future replies, to another record, or to a brand new enquiry or customer.
Moving with future replies is the important part. When the next email in that chain arrives, it follows the thread to its new place instead of landing back in the original record.
When a single email is in the wrong place
If only one email looks out of place, not a whole thread, right-click the email and choose Why is this here? Contact explains what brought it into the conversation and offers fixes, such as moving it to the Inbox or another record.
Tips for keeping threads useful
Rename threads as soon as you know what they are about. It takes seconds and saves scrolling later.
Prefer moving a thread over moving single emails when a whole matter belongs elsewhere.
Remember that status works across the whole record. Muting one thread doesn't hide a customer who is waiting for an answer in another, so the Home view still shows them.
Every change is listed in Recent actions with its own Undo, so you can rearrange threads freely and put them back if a change doesn't help.
