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Replying to a community post by email

How does one add the option to reply by email? And, anyone that has this enabled what are your thoughts on enabling this feature? Are there Pros or Cons that I should think about?



17 Replies 17

Thank You! This was helpful insight!
Khoros Staff

Hi Jaime_Lee!

To enable reply by email on your community, here's the help article on that:

As for pros and cons, I see it as a great option for users and super users that subscribe to content to reply and give kudos via email.  It's great for those types of users.  For the majority of users, I don't expect you'd see a great amount of users using it but it can be an option for all registered members via a Permissions grant.

The potential downside and there isnt too much data around this yet, is that it keeps users out of the community. With a holistic desktop/mobile responsive experience, it's better for them to natively post rather than through email as they'll have more posting options, be able to accept solutions, etc.

I recommend updating the reply by email template in Studio to encourage users to visit the community for more posting options and to try to help others.


Would love to hear more thoughts from those who have this feature enabled in their community!

Larry Imgrund
Product Manager - Communities


Hi, I tested the functionality here by replying by email.


Some questions:

1.  How quick should the Reply show up in this thread?

2.  Why is the time stamp showing 13 hours ago when I just sent this reply by email within the last 15 minutes?

3.  Why did the reply show up below my original post instead of under your reply to keep the conversation "inline."





@Jaime_Lee The email reply will appear nearly immediately after you send it, as soon as the system receives it and processes.

Regarding the issue with your test in this thread, that is not expected behavior and I have escalated to the Lithium Community team.

Larry Imgrund
Product Manager - Communities

Thank you for escalating!

And, the last post "Thank you for escalating!"  was via reply by email also and was inline so maybe  the other was a fluke?  Still interested why it displayed that way, nice to see it works as I was expecting it to the second time.



Now I am being asked by my community members what happens to images in the reply email.  Let's try it and see  how it looks!

@LarryI   I am not getting my messages in my email to test this.  I am subscribed though.  Maybe you could reply to me so I can see if that subscription comes through.

Hi @Jaime_Lee, replying to you to ensure you get the email message from this.

Larry Imgrund
Product Manager - Communities

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