5. The method of claim 1 , further comprising: categorizing the current message into one of a predetermined set of categories classifying a purpose of the message; and, searching the database using at least the category one key attribute in the combination.
5. The method of claim 1 , further comprising: categorizing the current message into one of a predetermined set of categories classifying a purpose of the message; and, searching the database using at least the category one key attribute in the combination. 9. The method of claim 5 , wherein the determining the course of action includes: for the reference message belonging to the positive sentiment, providing the previous outcome to the user as a suggested response to the thread; and, for the reference message belonging to the negative sentiment, providing the message to the user for review.