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Status Backlog
Categories Merge / privacy leaks / threading Workflows
Created by Guest
Created on Aug 17, 2023

RELATED IDEAS

Respect recipient changes in email threads

Problem
When external participants reply to an email with a smaller recipient list, Front still shows the message to all original participants, causing confusion.

Request
When participants are removed from an email thread, exclude them from subsequent replies to match how Outlook works.

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  • Guest
    Sep 2, 2023

    Hi Dana,

    Thank you for submitting an idea.

    In Front, we do not split the conversation or remove participants when recipients change to optimize for more transparency which typically results in better team efficiency. As an example:

    • Customer emails team@

    • Otto replies with individual email address (otto@)

    • Customer replies only to otto@ and drops team@ -> the conversation still lives in team@, we don't split.

    We definitely empathize with your sentiment, however it's a very complex situation and in fact many teams rely on the fact that when people forget to reply-all, they can still see and act on the conversation as a team. It's impossible for us to know if the author just accidentally took everyone off the thread by replying/forwarding to only one person instead of replying-all, or whether they intentionally did it.

    We will regularly revisit this behavior which may lead to product improvements which can help the situation you described.

    Sean

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