Why is LiveAgent merging unrelated conversations?

Customer context: A customer is experiencing difficulty with LiveAgent merging various email conversations into one ticket, even when the subject and recipients have changed and the topic is unrelated to the previous messages. They are looking for a solution to have separate email chains.

Customer: Why is LiveAgent merging unrelated conversations?

Answer: LiveAgent merges email messages to existing tickets based on the unique message-ID header found in the reply-to or references headers of emails. Changing the subject or recipients does not create a new ticket in LiveAgent if the email message is a reply from a customer to an existing ticket. This process is explained in detail in this article: Process of merging new emails into existing tickets. To avoid such merging, ensure that your customers will start new conversations by sending new emails and not replying to old emails, so new emails would not contain references to previous message-IDs.