HubSpot Ideas

YiRui_Chua

Replying to specific email within email thread in Conversation Inbox

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!

HubSpot Updates
In Planning
April 10, 2024 10:01 AM

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! 

5 Replies
SupportSystony
Member | Diamond Partner

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
Participant

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

jhicks
Participant

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. 

Uusteri
Contributor | Diamond Partner

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?

 

 

aebrahim
HubSpot Product Team

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!