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Third-Party Conversations: support multiple recipients and fix reply attribution

Feature Request

Ran into two related snags with Third-Party Conversations this week that I think are worth fixing.

  1. Only one recipient allowed. You can only address a Third-Party Conversation to one person. If a vendor issue needs more than one contact (like a primary tech and their backup, or someone from sales plus support), there’s no way to add them both without starting a whole separate thread for each person.

  2. Replies from a CC’d colleague get misattributed. I had a Third-Party Conversation going with a vendor contact (“Mark”). When Mark looped in a coworker (“Theodore”) who replied on the thread, Gorelo showed Theodore’s message as if it came from Mark. Then when I hit reply, it only went back to Mark, so I had to start a brand new Third-Party Conversation just to write to Theodore directly.

Together these make it harder than it needs to be to handle any vendor conversation that involves more than one person on their end, which is honestly pretty common. Would love to see Third-Party Conversations support multiple To/Cc recipients (similar to how a normal email thread works), with replies correctly attributed to whoever actually sent them.

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  • Mikel from Gorelo

    Team

    Hi mate, we do support Cc’s on Side Conversations — click the little ‘Add more detail’ button when adding or editing a Side Conversation and you’ll see it :)

    Replies from additional people will thread into the existing Side Conversation and we show the email address they came from. If your naming the overall Side Conversation after someone’s name then it will be a bit confusing… but the email address will still show the actual sender.

    We (deliberately) do not automatically add new Cc’s as a contact to the Side conversation — that’s left up to you.

    • Plum Buzzer

      Hey Mikel,

      I just went back in and I see that when you start the side conversation you can have cc’s but in this case the original message was from Mark, then Theodore was added in but since that side conversation is established we cannot add a cc to the side coversation.

      • Mikel from Gorelo

        Team

        You can — when on the side conversation tab, hover over the tab name and it will change to an edit icon. Add the new Cc there :)