Email threading separation by sender address - BCC

Business problem

Emails with identical subject lines (often received via BCC from external systems) are automatically grouped into a single thread, even when they originate from different senders. This causes conversation histories to merge incorrectly, leading to administrative errors and potential GDPR compliance risks when sensitive information is shared with the wrong participant.

Wished result

Conversations should be separated based on the sender's email address rather than just the subject line. This would ensure that each participant has an individual thread, preventing Trengo from defaulting to the most recent sender's address and ensuring that replies and message histories remain private and accurate to the specific contact.