Our typical handover process is: reply to the customer with a resolution, CC in the team we’re handing over to (so they have visibility if the customer comes back with follow-up queries), then transfer the conversation to that team’s inbox.
The problem is this creates two separate conversations for the receiving team - the original thread, plus a new one generated once they’re added via CC. We want the original team dropped off future replies (so they don’t need to stay copied in indefinitely), but we still need everything to live in a single conversation for the receiving team, not fork into two.
Use case: This would let teams hand over customer conversations cleanly - giving the receiving team full context and continuity in one place, without the original team needing to stay copied in indefinitely, and without conversations fragmenting into duplicates.