Email Conversations: For the email channel, a conversation is the equivalent to one or more email threads with the same customer. There can be any number of emails from either party within one conversation. Once the teammate marks the conversation as closed, it is calculated as a single conversation.
Email Customer: the number of conversations is tied to the email address. There can be multiple conversations (email threads) tied to the same customer (email address). If a customer sends a new email from a different email address, it will be counted as a different customer in the inbox.