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Option to disable Multiple participant conversations in Email
Added a toggle to disable multiple participant conversations in the Email channel settings.
By default, the AI Agent replies to all participants in an email thread and accepts messages from anyone included in the To or CC fields. With this update, AI Managers can now opt out of this behaviour:
- Toggle ON (default): The Agent replies to all participants in the same thread, and everyone has visibility into the conversation.
- Toggle OFF: The Agent replies only to the original sender. If another participant replies, the Agent starts a separate conversation with them.
To configure this setting, go to Channels > Email > Customization and locate the Include CC’d participants in responses toggle.
