We’re making a minor change, improving how quoted text works when sending outbound emails from Gorgias.

This change aims to simplify the email interface and prevent potential security issues related to message grouping and shared content.

🧭 What’s Changing

Previously, clicking on the “three dots” below messages (quoted text) in an email included the entire conversation thread and all signatures. This could make large tickets cluttered and confusing.

From now on, only your new message and the most recent text message in the thread will appear in the quoted section for outbound messages.

This makes replies cleaner and reduces the risk of accidentally including internal information.

Internal notes will continue to remain private, they are never quoted or forwarded.

🔒 What’s Not Changing

• Inbound and forwarded messages will continue to include the full conversation history.

• It will still be possible to reply to older messages or forward previous exchanges with full context.