Improve Email Behaviour of Sending “Ask a Question” Workflow Step
Stefan Eggimann
The current behavior of sending “Ask a Question” Workflow step using an email channel is not ideal as:
- If there is no existing thread, it will create a new thread with a blank subject
- If there are many "Ask a Question" steps, the questions will be sent one by one
- There is no way to send in a new thread if we want to
Here are some suggestions for improvement that can be made:
- Allow defining subject line if it is sending in a new thread
- Allow choosing to send in a new thread or reply in the existing thread
- Allow sending multiple "Ask a Question" steps in one mail
Gerardo Salandra
Stefan Eggimann: we initially thought about something of that nature, e.g. sending all questions inside of the email (see image attached).
However it turned out to be a very challenging technical problem to solve, and wouldn't be able to work for many email clients, might not be compatible with other features of the platform, etc.
We might allow surveys via email in a couple months from now when we release the new workflows/automation module, but it will likely work same as with the other channels (one questions at a time). We will be happy to review this behaviour once enough people vote on this feature request :)
Gerardo Salandra
hey Stefan Eggimann interesting request, we didn't add surveys to email because the contact would be require to submit several emails back and forth to complete the survey. Also some parts of the email (like greeting or footer) would conflict with the answer and would be recorded as well.
Curious, how are you planning to use this functionality?
Stefan Eggimann
Gerardo Salandra: I can see your point. The implementation would have to be in a different way, e.g. with an online form that only sends back the relevant information. From a users perspective it would be great if surveys could be used not matter what channel. I plan to use surveys to ask which branch is the closest one to the customer, so that his request can automatically be assigned to the responsible agent.
Gerardo Salandra
Stefan Eggimann: we initially thought about something of that nature, e.g. sending all questions inside of the email (see image attached).
However it turned out to be a very challenging technical problem to solve, and wouldn't be able to work for many email clients, might not be compatible with other features of the platform, etc.
We might allow surveys via email in a couple months from now when we release the new workflows/automation module, but it will likely work same as with the other channels (one questions at a time). We will be happy to review this behaviour once enough people vote on this feature request :)