Understanding Email Threading

Email Threading

When customers email your support address, Helpium processes the messages and creates conversations with proper threading.

How Email Threading Works

1. A customer sends an email to your forwarding address
2. Helpium receives the email via the Postmark webhook
3. A new conversation is created with the email subject as the conversation title
4. Subsequent replies to the same email thread are grouped into the same conversation

Email Details Captured

For each email message, Helpium captures:

• Subject line: Used as the conversation title
• Sender: Matched to an existing customer or creates a new one
• Recipients: To and CC addresses
• Body: The email content (HTML is converted to readable text)
• Attachments: File attachments are preserved

Replying via Email

When an agent replies to an email conversation from the Helpium dashboard, the response is sent as an email to the customer. The email includes:

• Your configured From Name and From Email
• The original conversation context for threading
• Proper email headers for threading in the customer's email client

Quick Setup

For workspaces that want to get started quickly, use the Quick Store option in the email channel settings to create a channel with minimal configuration.