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The mail system in amoCRM automatically combines correspondence by several criteria, and this is:

  • the email address of the client with whom the correspondence is going is the same;

  • one subject of the letter.

In this case, in the "Mail" section such correspondence will form a chain. For each box, the chains are formed separately.

Example:

The manager@company.com box is connected

Letters in it:

  1. From manager@company.com to client1@gmail.com with the theme "Greeting from the company team"

  2. From manager@company.com to client2@mail.ru with the theme "Greeting from the team of the company"

  3. From client2@mail.ru to manager@company.com with the topic "Question about the product"

  4. From client2@mail.ru to manager@company.com with the topic "Question about the product"

Will be combined into chains:

  1. Letter 1 is grouped by client1@gmail.com and "Greeting from the company team"

  2. The letter 2 is grouped according to client2@mail.ru and "Greeting from the collective of the company"

  3. The letter 3,4 is grouped by client2@mail.ru and "Question on the goods"

Disable the gluing of letters in the chain, you can in the mailbox settings (in the Mail section - click on the upper right-click More - select the desired box and clear the checkbox "Group letters into chains".