What happens when replies are received from recipients who are bcc'd on a proactive email ticket?

When you send a proactive email ticket with multiple recipients in bcc, all replies from those recipients will be grouped into the same thread in Pylon. However, there's an important consideration:

When viewing the thread, the recipient field in the email editor will change depending on which reply you click 'Reply via email' on. The recipient will be set to the specific customer who sent that particular reply.

If you need to ensure separate threads for each recipient or want to maintain distinct conversations, it's recommended to send individual proactive email tickets to each customer instead of using bcc.