Contact Form Issue. Please Fix. It's costing us in time and reputation
complete
C
Chris
Hello all
Contact Form Enquiries are being grouped by Conversation View since they share the same Subject line and sender.
This is costing us time, reputation and paracetamol!
During the busier online periods, several contact forms can be submitted close enough together for google to want to be 'helpful' and group them together with the conversation view feature. This leads to multiple customers being treated as one in gmail's eyes.
We've unfortunately missed enquiries and replied to the wrong person in the tangled chaos.
Please add some sort of unique identifier to the subject line like the customers name, email or just an enquiry count. Anything to throw gmail of the scent!
I cannot turn off the Conversation View feature without being hung, drawn and quartered by the customer service team. Since it would ungroup all conversations within the inbox, causing an even scarier nightmare of not being able to recall entire conversations
Thanks.
E
Emma - Citrus-Lime
updated the status to
complete
This was resolved in the July 2026 Cloud POS Release.
Contact form enquiry emails now include a unique subject line, preventing email clients from grouping separate enquiries into a single conversation and making them easier for you to identify and respond to.
C
Chris
I'm getting feedback that this is an inbox issue rather than a sender issue. So we're going to need a bigger vote!
The inbox sees the same sender and same subject so assumes its the same person sending. (technically true contactform@citruslime.com). So it stacks it into a conversation.
If anyone has an alternative solution I'm all ears. Its lead to missed emails, missed opportunities, negative reviews and wasted staff hours dealing with the fall out.
I'm not aware of a solution that exists within the inbox (excluding one that expands all conversations into single emails).
C
Chris
Thanks for the votes. It sounds almost trivial in the grand scheme of things but anything that would take pressure off our customer service team is welcomed with open arms. Hopefully we'll get enough votes
E
Eoghan Sheehan
Yes!
T
Tim Staton
YES! All contact form emails come from the same "contactform@citruslime.com" address with the same subject. We use Google Workspace as well and it frequently will group them causing exactly these challenges.