Don't make comments on an incoming E-Mail a reply!!!
Lena Marin
So... I just wrote a customer what a buffoon he is.
Did I want to do that? HELL NO!!
What happened?
I received an email from a client that was unappropriate.
I wanted to add a comment for my team to discuss this and allowed myself to call him a buffoon while doing so.
What I didn't realize in the heat of the moment: If you want to comment on an email, you are by default SENDING an email.
So... save to say that this customer is not any longer a customer.
Thank you very much!
How to solve this?
a) make me CHOOSE to send an E-Mail. This should be an extra Click!
b) Ask me, if I really want to send this E-Mail, BEFORE I send it!
c) Add two buttons to incoming E-Mails: "Reply to E-Mail", "Comment on E-Mail"
d) DO WHATEVER BUT PREVENT SENDING COMMENTS TO CUSTOMERS!!!!
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Ivan Villa
Hey Lena,
That sounds like a really tough situation—I'm sorry you had to deal with that. I know how things can slip when you're busy.
We do have a message that displays, but I admit it might be a bit small and easy to miss. We're working on improving our design to make these distinctions clearer in the future.
We'll definitely factor in your experience, and some of these recommendation 🙏 .