Emails sent through CRM creating new threads for customers

[AlexHay]

Hi there,

Is it normal behaviour that emails sent through Hubspot CRM aren't received by customers in a single thread? ie, a multi-message communication will result in the customer having 5 different threads in their outlook rather than 1. 

To clarify, this isn't an issue with Hubspot sending the email multiple times, it's more of an issue with email clients not being able to stack the messages together in one thread – though each email does show the history of the previous emails in that communication.

My emails are connected through the Office 365 tool.

I hope that makes sense, I'm not 100% sure of the terminology to use here.  I'd really appreciate it if anyone could point me in the right direction.

Take care,

Alex

[CateDuarte]

Hi @AlexHay not sure I understand correctly but can this be a configuration issue in Outlook? As in Gmail, I think you can also decide if you want emails to be grouped or not per conversation/thread? Can it be? 

Also, the image attached is from a Gmail account, no?