How are emails threaded in Pipedrive?
Email conversations display the complete communication you had with specific participants. When you reply to or forward an email using email sync, Pipedrive groups the emails together into a single conversation, so the full history appears in one view.
You can link emails to one deal, lead or project. If an email is part of a conversation, the entire conversation is linked. Email conversations automatically link to a person when the recipient’s email address matches a contact in Pipedrive, and to an organization when that contact person is associated with one.
How Pipedrive groups emails into a conversation
Each email contains message headers with technical details that help to confirm its authenticity. Pipedrive uses the following headers to identify how messages are grouped into a conversation:
- Message-Id – the message being sent
- In-Reply-To – the message being replied to
- References – the thread where the message originated
When these headers are present and match across emails, Pipedrive groups them into one conversation. If a reply's subject line changes, though, Pipedrive starts a new conversation, even if the headers still connect it to the original message.
Your email provider may use additional or different rules, such as participants or conversation length. Because of this, a conversation can look different in Pipedrive than in your email provider.
Why emails look different in Sales Inbox vs. detail views
Email threading works the same across Pipedrive, but conversations appear differently depending on where you view them. This is because the two views serve different purposes:
- Sales Inbox helps you read and manage email conversations. It groups replies into one conversation, reducing clutter and matching how conversations usually appear in email providers.
- Detail view (deal, lead, project, person and organization) helps you understand what happened and when. In the history section, each email appears as a separate, timestamped entry alongside notes, activities and files. This shows where each message fits within the wider timeline.
For example, if you exchange four emails, Sales Inbox shows one conversation containing all four messages.
The detail view shows each email separately on the date it was sent or received. This is only a display difference. Pipedrive still treats the emails as one threaded conversation linked to the same item.
View full conversations in the detail view
You can still access the full conversation in the detail view:
- Open the email actions menu and select “View full conversation”
- To see earlier messages in the conversation, expand the email
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