Side Conversation Delivery Status and Failure Notifications
Our organization uses Side Conversations extensively to engage external teams, vendors, and partners. We have actively encouraged our users to stop emailing individuals directly from customer conversation threads and instead use Side Conversations as the standard workflow for involving external stakeholders. (Before teams were remove participants, deleting conversation thread, sending a message, then readding participants..)
In customer conversations, Intercom provides visibility/error when an email cannot be delivered. However, Side Conversations do not provide any delivery feedback.
Today, if a Side Conversation email fails to reach the recipient, there is no notification to the sender, no visible delivery status, and no indication that follow-up may be required (apart from checking whether a message is marked as "Seen" to confirm delivery.) While this can confirm that a recipient has opened a message, it does not solve the primary problem:
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There is no confirmation that an email was successfully delivered.
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There is no visibility into delivery failures.
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Users may assume an external team has received a request when they have not.
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Critical customer issues can be delayed because senders are unaware of delivery problems.
Requested Enhancement
Introduce delivery and failure visibility for Side Conversations similar to customer conversation emails, including:
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Delivered status
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Failed delivery status/Delivery error details where available
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Optional notifications to the Side Conversation creator or assignee when delivery fails