See the Whole Conversation with Email Threading
Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, and Unlimited editions.
Why: A rep can see emails in context with email threading.
The activity timeline shows how many replies (1) are in the email thread: 1, 2, or 3+. Click the chevron (2) to open the thread and see all the emails.
How: All emails sent after the Spring ’20 release is activated are threaded. Previous emails for existing users aren’t threaded. When a new Einstein Activity Capture user is enabled in a Spring ’20 or later release, their existing emails are crawled and are threaded.