> ## Documentation Index > Fetch the complete documentation index at: https://docs.getthread.com/llms.txt > Use this file to discover all available pages before exploring further. # Quiet customer emails on a ConnectWise board > Use the Send by email checkbox per reply and ConnectWise service board settings to limit customer email notifications on noisy tickets without breaking Magic Agents. Thread sits on top of ConnectWise, so a customer email on reply is almost always ConnectWise sending it, not Thread. There are two levers to turn that volume down: a per-reply checkbox the technician can toggle in Inbox, and board-level ConnectWise settings an administrator can change. This guide covers both and when to use each. ## Who this guide is for Pick this guide when a specific workflow is producing too many customer-facing emails from ConnectWise, for example: * An internal monitoring or RMM board where every alert ticket emails the contact. * A triage queue where you want technicians to deliberately opt in to email, not opt out. * A specific ticket conversation (bulk notice, internal escalation) where the next few replies should stay silent. ConnectWise does not expose a per-ticket email-suppress User Defined Field the way Autotask does, so Thread cannot replicate the [Autotask email-suppression workflow](https://docs.getthread.com/integrations/setting-up-an-email-communication-workflow-in-autotask.md) on ConnectWise. Instead, Thread exposes the ConnectWise ticket flags that already govern Closed Loop email, and the board-level toggles stay in ConnectWise. ## Per-reply: the Send by email checkbox Every reply composer in Thread Inbox has a **Send by email** checkbox below it. Unchecking it before you send sends the reply as a discussion note on the ConnectWise ticket but tells ConnectWise not to email the contact for that reply. How it is defaulted: * **Email-sourced tickets:** on by default. The contact started by email, so replies go back by email. * **Live threads (Messenger, Microsoft Teams, Slack):** off by default. The contact is already seeing the reply in chat. Under the hood, Thread toggles the ticket's `automaticEmailContactFlag` and `automaticEmailCcFlag` in ConnectWise before writing the discussion note, which is the same pair of flags ConnectWise's own Closed Loop logic reads. That is why the checkbox is the authoritative lever: it changes the ticket in ConnectWise, not just a Thread setting. Use this when the ticket itself is fine but the next reply should be silent — a one-off internal note, a status update you only want in the PSA, a bulk reply where you have already emailed the customer separately. ## Board-wide: ConnectWise Closed Loop settings If an entire service board should default to no customer emails, change it in ConnectWise, not in Thread. Open **System → Setup Tables → Service Board**, open the board, and review two sections: * **Closed Loop Automatic Email Options.** Clear **Automatic email to contact** and **Automatic email to CCs**. These control whether ConnectWise emails the contact and CCs on new discussion notes. With both cleared, the board sends no customer emails on reply unless a technician explicitly re-enables email on the ticket. * **Updates to discussion.** This controls what moves between the discussion log and the internal notes log when a customer or technician replies. The default varies per board template. For a board that should keep every reply inside the PSA, keep internal replies in internal notes. Save the board. The change is immediate for new activity on that board. > [!WARNING] > > Clearing Closed Loop on a customer-facing board will stop ConnectWise from emailing contacts on replies, which breaks the reply path that **Magic Agents** rely on for email conversations. Only turn this off on boards that are genuinely silent by design — internal monitoring boards, RMM alert queues, a dedicated quiet triage board — not on your main service board. ## Recommended pattern Most workspaces end up with a mix: * A primary customer-facing service board with Closed Loop on, and technicians uncheck **Send by email** on the occasional reply that should stay silent. * A separate quiet board (for example, "Internal Alerts" or "Monitoring") with Closed Loop cleared, used for RMM noise, scheduled maintenance notices, and internal escalation chatter that must live in the PSA but should never email the contact. Route the noisy source into the quiet board — in your RMM, in a ConnectWise email connector parser rule, or in a Thread Flow — and leave the primary board alone. ## When a Thread automation is the real cause Before changing a board, confirm the extra email volume is actually customer-facing email on reply, not a different Thread behaviour that looks like it from the outside: * **Magic Agents** replying to the customer. If the Triage Agent or a Flow with an Agent Builder action is replying with the customer-facing scope, the agent is sending the customer-facing reply, and ConnectWise then emails it per the normal Closed Loop rules. Narrow the agent's trigger or scope rather than turning off Closed Loop. See [how to set up email support for Magic Agents](https://docs.getthread.com/ai-agents/setting-up-email-support-for-magic-agents.md) for the ConnectWise plumbing. * **CC'd replies creating new tickets.** This is not a Thread email, it is the ConnectWise email connector failing to match an inbound reply to the existing ticket because the subject no longer carries the ticket token. Fix it in the email connector reply-matching rules; it is independent of Closed Loop. * **Flow or skill actions that send messages.** A Flow or Super Magic skill that posts a customer-visible reply triggers the same Closed Loop email path as a human reply. Review the Flow conditions or the skill prompt before changing a board. ## Related topics - [Set Up the ConnectWise PSA Ticketing Integration](https://docs.getthread.com/integrations/creating-a-connect-wise-manage-api-user.md) - [Set Up Email Support for Magic Agents and Inbox](https://docs.getthread.com/ai-agents/setting-up-email-support-for-magic-agents.md) - [Use ConnectWise RMM with Super Magic](https://docs.getthread.com/super-magic/connect-connectwise-rmm.md)