Sometimes a client's reply shows up in Dubsado as a brand-new, unassigned thread instead of attaching to the original conversation. Here's why that happens, how to move the reply back onto the right project, and how to keep it from happening again.
Why a reply can start a new thread
Dubsado keeps a reply attached to its original thread by matching the email's subject line and its hidden thread headers, and by matching the sender to a saved contact. When one of those connections breaks, the reply comes in as a new, unassigned thread instead. That usually happens when:
The client changed the subject line when they replied.
Their email program altered or dropped the hidden thread headers.
They forwarded your email and replied from the forwarded copy.
They replied from a different email address than the one saved on their contact.
Find and reassign the new thread
When a reply lands on its own, you can move it back onto the right project.
In the Messages inbox, search by subject to find the new thread.
Click the thread to open it.
Use the thread's project selector to attach it to the correct project.
Project assignment happens at the thread level, so attaching the thread moves the whole conversation onto that project. For more on working through your inbox, see the Dubsado inbox.
Keep replies on the same thread
A few habits keep client replies attached to the original conversation:
Ask clients to use Reply instead of starting a new email.
Ask them to leave the subject line unchanged when they reply.
If a client emails you from more than one address, add those addresses to their contact record so their replies import and match automatically.
FAQ
Why didn't my client's reply go back into the project thread?
It most likely came in as a new thread because the subject line changed, the email headers were altered, the client forwarded your email, or they replied from a different address. Search the Messages inbox by subject to find the new thread, open it, and reassign it to the correct project.
Why isn't my client's reply showing up in Dubsado at all?
Dubsado imports replies only from senders that match a saved contact, so first confirm the sender's address matches the address on their contact record. Check your Inbox and Sent views, and look for a new unassigned thread in case the original was broken. If the reply still isn't there, confirm your email connection is active.
A client replied from a different email address. What should I do?
Add that address to their contact record so future replies match automatically, then reassign the stray thread to the correct project.