How does email auto-linking work?
When a new email arrives from a customer, Kolleno doesn't just attach that one email to a task — it automatically pulls in all related emails and financial records too.
What happens when an email arrives
When a customer sends an email, Kolleno creates a task and then runs a process in the background to find everything connected to it. This includes:
Other emails in the same thread
Any invoices, credit notes, or transactions the customer has referenced
All of these get linked to the task automatically. You don't need to do anything.
The communication that first triggers a task to be created is called the task trigger. This is usually the first email in a thread, but tasks can also be triggered by other things — like an incoming call, note, or a workflow task. You'll see it marked on the task as a reference point for why the task was opened.
Why your task might have more events than you expected
If you open a task and see several emails and financial records when you only remember receiving one email — this is why. The system has pulled in the full conversation thread and all the related financial activity. This gives you the full picture without having to hunt for it yourself.
One task per thread
If a customer sends three emails in the same thread, only the first one creates a new task. The follow-up emails are automatically linked to the same task rather than creating duplicates.
Does this always work instantly?
Usually yes, but the linking process runs in the background and can occasionally take a few minutes. If a task looks incomplete straight after creation, give it a moment and refresh.