Replying to specific email within email thread in Conversation Inbox

[YiRui_Chua]

Hi team,

Currently, when we reply to a customer within the Conversation inbox, all past emails within the same thread would automatically be shown as well.

There might be times where we would like to keep certain parts of the email thread hidden when replying to customer.

Hence, would be great if we have the ability to reply to specific email within the conversation inbox

(e.g. Customer chatted in, A reply to B asking for help. After which, when A reply to the customer, the email thread between A and B is shown as well).

Thank you!

[SupportSystony]

It would be great to see the thread in any reply action in Hubspot. Replying in the quick reply editor from the conversation inbox and the reply on the emails on the activity timeline.

[LSørensen]

Agree! Would be useful with an option to see or hide what thread is being replied to

[jhicks]

Agreed! Having the ability to see/edit thread history so you can be made aware that it's sending them and/or remove things you don't want to include. 

[PBlomqvist]

Definetely needed! It is currently very unclear when replying from the inbox what is the exact message that is sent to the customer. 

For example if there is internal emails in a thread where internal experts are consulting on a customer issue, this should obviously not be sent to the customer. How is this not configurable?

[amberebrahim]

Thank you all for the feedback! We're currently working on the ability to view and edit thread history when sending an email from the Conversations Inbox. We will keep you updated on progress! 

[Nikk1]

Hey @amberebrahim 

Any updates to share on this request? The lack of this functionality has actually caused us some issues recently when sending replies from the wrong part of a complex thread as it's not possible to confirm what the rest of the thread looks like. 

[jolieadam]

Hi @Nikk1 , we're planning on releasing this by the end of the year.

[MMusumeci]

Is this still getting released this year, will it include tickets? 

[jolieadam]

Hey everyone, 
We have the following in private beta to address this feedback.

- Reply to any message in a conversation

- Edit/delete thread history in the composer

Let me know if you'd like to be added to the beta. Or you can opt-in via your product updates in your portal.

[Nikk1]

Hi @jolieadam - amazing! sign me up for the beta!

[jolieadam]

@Nikk1 sure thing, will send you a message

[jhicks]

I am interested in the beta as well. 

[jolieadam]

Hi everyone,
To get ungated for the beta, please go to Product Updates in your portal and search "Reply to Any email message in Help Desk and Conversations Inbox". 

[Nikk1]

Hi @jolieadam. I tried searching for this beta in the "Product Updates" list, but I cannot seem to find it. Let me know if I'm missing anything.