Configure inclusion of previous messages in email replies

Note

An Dialogue Cloud WebAgent for Omnichannel license is required.

Note

An Enterprise license or higher is required to access these features.

Why it matters

  • Shorter email size improves loading times and reduces storage.
  • Hiding earlier messages protects sensitive information.
  • Most email clients, such as Outlook and Gmail, automatically exclude threads.

Configure the setting in SharePoint

The AddMessageThreadToReply setting is stored in the PluginSettings SharePoint list for the EmailDialogueProvider scope.

  1. Open your organisation’s UCCs SharePoint site.
  2. Navigate to Site contents › PluginSettings.
  3. Filter the Scope column to EmailDialogueProvider.

  4. If AddMessageThreadToReply already exists, select it and choose Edit. Otherwise, select New to create it with these values:

    • Key: AddMessageThreadToReply
    • Scope: EmailDialogueProvider
    • Value: False (default)
  5. In the Value field, select the required option:
    • False — Exclude previous messages. (Default)
    • True — Include the entire thread.
  6. Select Save.

Reference

Key Scope Value Description
AddMessageThreadToReply EmailDialogueProvider True / False
Default: False

True — Include earlier messages when replying.

False — Only the agent’s response is sent.