Hey @sam m13​ ​! Oséas here from the Customer Support Specialist team 🕵️

A possible cause for a new conversation being created is that the recipients of the new email do not match the existing conversation. When a recipient is removed from an email thread Intercom will create a new conversation. You can check the recipients of the email by clicking “View raw email” , which appears when you hover over the icon like you see below 👇