Hello all !

I have a problem with the shared Inbox feature that I want to share with you.

When one of my agents answer a client a new card is create.

For example:
client 1 → pipe email 1 received  → card A is created

agent answer pipe email 1 → card B is created

The expected was:

agent answer pipe email 1 → the answer keeps below card A

And the reason I think this happens as you can see in the below image is when I answer an email the pipe e-mail address is on copy and triggers the creation of a new card.

Any help there?

For me, it doesn´t make any sense to put the destination e-mail (pipe's email) in copy on a reply.

Thank you!