Every email carries a hidden, unique ID, and every reply carries the IDs of the emails it's replying to. That's how email clients build their conversation threads.

The threading setting decides which of these signals Superchat uses to figure out whether an incoming email belongs to an existing conversation or starts a new one.

You can edit your email thread settings by going to Settings > Inboxes & Channels > Relevant Inbox > Email Channel.
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Superchat leaves the decision to the mailbox provider (Gmail, Outlook, or the IMAP server). Whatever the provider groups into one thread, Superchat puts into one conversation.

The downside: every provider groups a bit differently. Gmail, for example, also looks at the subject line, so results can vary from mailbox to mailbox.
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Superchat checks the reply IDs of the incoming email against the emails it already knows. If one matches, the email joins that conversation, no matter who sent it.

So if a customer forwards your email to a colleague and the colleague replies, that reply lands in the original customer's conversation.
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Superchat runs the same check as with Message References, but the matching email also has to sit in a conversation with the same contact, meaning the address the new email comes from. A reply from a different address starts a new conversation, even if it's part of the same email thread.

This is what new email channels get out of the box, and it's the right choice for most teams, because every contact keeps their own conversation.
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Every incoming email opens a new conversation, replies included. That's useful if you treat every email as its own ticket.
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