Move conversation, not forward, for shared inbox handoffs
When a support thread needs a new owner during a migration, move the conversation into the right shared inbox instead of forwarding a fresh copy.
Why this can grow a startup
Forwarded copies split the context right when a team most needs continuity. A move keeps the thread history, status, and accountability tied to one object. That makes escalations easier to trust and gives evaluators visible proof that the new support system can hand work across teams without losing the story.
Company example
Front recommends moving conversations to another inbox when the goal is to hand a thread to the right team, because the same conversation stays intact instead of becoming a forwarded side thread.
Source and metric
Source: Front Help · Browse Front Help tactics
1 shared thread stays intact instead of creating another forwarded copy
Source discovered: May 25, 2026
When to use it
Use this when Support, Email, Workflow is relevant to handoff, support ops, migration and you can run a bounded test with a free budget.
When not to use it
Do not use it as a substitute for customer evidence, a clear owner, or a measurable stop condition. Local platform rules and market behavior still need checking.
Founder checklist
- Read Front Help and identify what is directly supported.
- Choose one channel context: Support, Email, Workflow.
- Define the test around 1 shared thread stays intact instead of creating another forwarded copy.
- Set an owner, evidence window, and stop condition before launch.
Explore the context
Apply this with an operator
Connect activation, customer value, retention, and referral into one measurable loop.