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dandre
Contributor ⭐️⭐️⭐️⭐️⭐️
December 21, 2020
Solved

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

  • December 21, 2020
  • 8 replies
  • 160 views

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?

Best answer by Gabolino

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. 

8 replies

dandre
dandreAuthor
Contributor ⭐️⭐️⭐️⭐️⭐️
December 30, 2020

@Yoeri maybe you know something about this?

When things get tough, we ask, what is best for the customer?
Yoeri
Gainsight Employee ⭐️⭐️⭐️
December 30, 2020

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.

Group Product Manager, Customer Communities
Dkreiger
Contributor ⭐️⭐️⭐️⭐️
September 10, 2021

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

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Yoeri
Gainsight Employee ⭐️⭐️⭐️
September 13, 2021

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

Group Product Manager, Customer Communities
daniel.boon
Helper ⭐️⭐️⭐️
September 15, 2021

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).

inSided product alumnus
Dkreiger
Contributor ⭐️⭐️⭐️⭐️
September 15, 2021

Thanks @daniel.boon for the update.

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Gabolino
GabolinoAnswer
Helper ⭐️
September 30, 2021

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. 

Dkreiger
Contributor ⭐️⭐️⭐️⭐️
September 30, 2021

Great points @Gabolino

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