Within my agency, I manage multiple subaccounts — each representing a completely separate business (client). These subaccounts operate independently from one another. However, when a contact exists in more than one subaccount, any email communication with that contact is automatically classified as “internal communication,” causing those emails to be hidden from the Conversations view.

This behavior is incorrect.

Subaccounts within an agency are not internal departments — they represent separate companies.

Therefore, email communication between users from different subaccounts should not be treated as internal communication.

How this is technically resolved is up to your team, but the current logic is misleading, incorrect, and functionally problematic for agencies that manage independent client environments.