📣📡 How To Switch To Lightning Threading
Email threading in Salesforce refers to the process of automatically grouping related emails together in the context of a specific record, typically a case. This way, you can see the entire conversation history between a customer and your support team in one place.
Salesforce offers a few different methods for achieving email threading:
📌 Lightning Threading (available since Spring ’23): This is the newest approach and relies on secure tokens embedded in outgoing emails. When a customer replies to an email with a token, Salesforce can match it back to the relevant case.
📌 Email Header-Based Threading: This method looks for a specific email header field (Message-ID) in the “In-Reply-To” and “References” fields to link replies to the original email.
📌 Ref ID-Based Threading (mostly replaced by Lightning Threading): In this older method, a reference ID was included in the email subject line to associate replies with a particular case.
Lightning threading is generally considered the most secure and reliable option, as it avoids potential issues with customers modifying the subject line and removing the Ref ID.
📒 https://sudipta-deb.in/2024/06/how-to-switch-to-lightning-threading.html
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