Controls the behaviour of the CRM conversation and email thread management features, including reply threading and automatic follow-up scheduling.

Settings

Reply Threshold (minutes)

The number of minutes within which an incoming email reply is grouped into an existing conversation thread. Replies arriving after this window will start a new conversation. Range 0–3600 minutes. Default is 60 minutes.
Set to 0 to always group replies regardless of time.

Default Follow-up Schedule (days)

When a conversation is created, a follow-up task is automatically scheduled this many days later if the conversation has not been resolved. Range 0–365 days. Default is 7 days. Set to 0 to disable automatic follow-up scheduling.

Email Terminator Tags

A list of tags that, when applied to a conversation, automatically mark it as resolved. Useful for integrating with email rules or external workflows that tag completed tickets.