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Overview

When a conversation in your inbox relates to a specific order, you can link them together. This keeps all the context — questions, change requests, confirmations — attached to the right order. Without linking, you end up scrolling through your inbox to find the email where a customer asked for extra frosting on order #47. Linking solves this by creating a two-way connection:
  • From the conversation, you can jump to the order.
  • From the order detail page, you can see all linked conversations.
This is especially useful when a customer sends follow-up messages about changes, timing, or special instructions after the order is already created.
  1. Open the conversation in your Inbox.
  2. Tap the link icon in the conversation toolbar.
  3. A list of recent orders appears. Search by order number, customer name, or product.
  4. Tap the order you want to link.
  5. The conversation now shows a linked order badge.
Good to know: You can link multiple conversations to the same order. Every email thread about that order stays connected.

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Viewing Linked Conversations from an Order

  1. Open the order from The Counter or your order list.
  2. Scroll to the Conversations section on the order detail page.
  3. Tap any linked conversation to open it in your inbox.
This gives you a complete history of customer communication for that order without searching your inbox.

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Unlinking a Conversation

If you linked the wrong order by mistake:
  1. Open the conversation in your Inbox.
  2. Tap the linked order badge.
  3. Tap Unlink.
The conversation returns to its unlinked state. The order detail page no longer shows it.

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When to Use Linking

Linking is most valuable when:
  • A customer asks to change an order after it is placed.
  • You need to reference a conversation during production.
  • A customer has questions about pickup or delivery for a specific order.
  • You want a paper trail of everything discussed about an order.
Pro tip: When Knead detects order intent and you create an order from the intelligence card, the conversation is linked automatically. You do not need to link it manually.
Still need help? Contact us