threadId can now be passed as parameter via contact form requests. Replies will then append the request to that conversation instead of creating a new one.
You can use the
threadId parameter in web contact-forms (e.g. as hidden form parameter) and RepliesSDK-macOS supports it since 0.3.1.
In addition there’s a new
$thread.id reply variable and a
tid parameter for reply suggestion plugins.
$thread.id variable directly in responses or the
tid parameter in reply suggestion plugins to send the threadId to customers.
For example, you could send a link as response which contains the threadId (e.g. https://example.com/support.php?threadId=$thread.id) to get follow up information (e.g. log files) from the customer directly into the current conversation.
threadId does also make the email parameter optional in contact form requests. Since all other parameters are already optional, your contact form could also just send an attachment (e.g. a log file) into an already started conversation.
Sounds complicated? Don’t hesitate to write us if you have any questions. We’re happy to help.