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dandre
dandre
Contributor ⭐️⭐️⭐️⭐️⭐️
Dec 21, 2020 7:57 PM UTC
Solved

Is it possible for users to reply to a thread via email?

As the title states - our internal stakeholders would want to allow replies to threads over email rather than needing to exit from the mail client to the website first - is this possible?

Gabolino
GabolinoAnswer
Helper ⭐️
Sep 30, 2021 11:08 AM UTC

There’re a couple of issues with letting people reply via email. The main ones being (1) they are missing the context of the conversation and potentially new replies, and (2) when they reply via email they are not visiting the community and accessing all the other cool conversations, events, etc.

Basically, and even if they are effectively ‘replying’ to a conversation, they are missing all the greatness generated by your team and other members outside their specific reply. 

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8 replies

dandre
dandreAuthor
Contributor ⭐️⭐️⭐️⭐️⭐️
Dec 30, 2020 5:13 PM UTC

@Yoeri maybe you know something about this?

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Yoeri
Yoeri
Gainsight Employee ⭐️⭐️⭐️
Dec 30, 2020 6:19 PM UTC

Hey @dandre ,

We’ve missed this one. It’s not possible for users to reply to a thread via email. Uses will need to go to the community (login if needed) and respond from there. Emails will only show a preview of the thread/reply, so in order to get the full context of a post you will need to view it in the community.

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Group Product Manager, Customer Communities
Dkreiger
Dkreiger
Contributor ⭐️⭐️⭐️⭐️
Sep 10, 2021 9:06 PM UTC

@Yoeri Does the team see this as a future feature?

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Yoeri
Yoeri
Gainsight Employee ⭐️⭐️⭐️
Sep 13, 2021 12:11 PM UTC

Looping in @daniel.boon to have a look at your question :)

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Group Product Manager, Customer Communities
    daniel.boon
    daniel.boon
    Helper ⭐️⭐️⭐️
    Sep 15, 2021 8:38 PM UTC

    Hey @Dkreiger. This isn’t something we’re considering in the short-term - in addition, in terms of making it easier to contribute/reply to something on the community without actually having to visit, email is not one of the main touchpoints that we’ve seen coming up (compared to e.g. Slack, or in-product).

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    inSided product alumnus
      Dkreiger
      Dkreiger
      Contributor ⭐️⭐️⭐️⭐️
      Sep 15, 2021 9:32 PM UTC

      Thanks @daniel.boon for the update.

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      Gabolino
      GabolinoAnswer
      Helper ⭐️
      Sep 30, 2021 11:08 AM UTC

      There’re a couple of issues with letting people reply via email. The main ones being (1) they are missing the context of the conversation and potentially new replies, and (2) when they reply via email they are not visiting the community and accessing all the other cool conversations, events, etc.

      Basically, and even if they are effectively ‘replying’ to a conversation, they are missing all the greatness generated by your team and other members outside their specific reply. 

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        Dkreiger
        Dkreiger
        Contributor ⭐️⭐️⭐️⭐️
        Sep 30, 2021 3:45 PM UTC

        Great points @Gabolino! 

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