Two-Way Email Thread Syncing

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Michael Povey
  • Edited

At present, aXcelerate conveniently logs outgoing emails sent to individual students or groups, and these communications are pinned to each participant’s contact record. However, when a student (or parent/guardian/Client, etc) replies to that email using their external email —like Outlook, GMAIL, etc., on their phone—their response does not get captured or linked back into aXcelerate.

This results in fragmented communication records and missed opportunities to maintain a full, auditable trail of learner engagement.

Proposed Feature:
Introduce a two-way email syncing function where replies to aXcelerate-generated emails are automatically:

  • Logged and pinned to the relevant learner’s contact record.

  • Grouped under the original email thread, maintaining a clean, chronological conversation chain within the system.

Is it possible to have an internal aXcelerate email address (perhaps linked to the student’s aXcelerate ID) that is associated with that particular student? Would this allow us to include the aXcelerate email address in the To, CC or BCC field when emailing the student from Outlook, Mail, Gmail, etc.

When the email is sent, could it then automatically be linked or “pinned” to the student’s Contact Notes in aXcelerate, including any attachments?

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  • Official comment
    Jack Christensen

    Hi Team,

    Definitely one we have heard a couple of times but a difficult one from a technical perspective.

    For both Email and SMS, would you find it sufficient if, when a Learner responds, it could then generate a Learner Help Request?

    This way it could open a dialogue with the Learner but keep it consistent and potentially out of the Contact Notes.

    Thanks,
    Jack

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  • Elizabeth Hucks

    Absolutely - I think two-way email logging has been a long-desired feature for the aXcelerate community.

    We'd like to see this two-way logging happen with SMS as well - even if it meant partnering with a specific SMS provider to build the integration in.

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  • Anthony Lang

    I have attended a number of audits and every time is the same thing. The auditor questions the "break in chain communicatoin" 

     

    Other systems have the functionality It would be great to see how aX could bring this to life.

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  • Elizabeth Hucks

    In response to Jack's proposal -

    On the one hand, having the communication itself grouped together like in a Help Request would be very handy and more auditable - as opposed to scattered throughout the Contact Notes. 

    On the other hand, forcing a student to use the Help Request system when they have initiated contact via SMS or Email would be unacceptable. Many of our learners have lower digital literacy, and we would need to stick with their preferred communication method for accessibility and consistency.

    If the Help Request system could simply be a handler on our end - any replies routed back through email or SMS to the student without them needing to actually open/use the Help Request itself - then this might be a more feasible approach?

    Interested to hear others' thoughts as well. 

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  • Michael Povey

    Hi Jack Christensen,

    Is it possible to have an internal aXcelerate email address (perhaps linked to the student’s aXcelerate ID) that is associated with that particular student? Would this allow us to include the aXcelerate email address in the To, CC or BCC field when emailing the student from Outlook, Mail, Gmail, etc.

    When the email is sent, could it then automatically be linked or “pinned” to the student’s Contact Notes in aXcelerate, including any attachments?

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