Flexible emailing

Why is this important?
Our flexible emailing feature allows you to send emails to specific groups of users, based on things like requests they're interested in, accounts they're linked to, or tags assigned to them. This makes your emails more personalized and allows you to conduct deep customer research at any time. 

Emailing examples:

1. Send a set of requests to a group of customers
2. Encourage a customer to add their use cases and update their priorities
3. Release a beta version to the users who are interested
4. Send a specific request (or group of requests) to all users tagged as "Role:Head Chef"
5. Gather feedback on a new idea

How to use Flexible Emailing:

• From the request page
• From the browse page
• From the account page

1: Send a set of requests to a group of customers [00:18 in video above]

This is perfect for customer research. Imagine if you needed feedback on each and every request concerning a specific project, like a certain integration, for example. 

Or say you are about to do a large re-design project. If you need help deciding which requests are the most important to your customers, then you can now email the set of design requests out to your customers and ask them to prioritize and add additional use cases too. 

You might filter down to the items you know you're planning to build and use Flexible Emailing to get feedback on just those requests, from the users who are already interested.

This research can help you scope out projects, gather use cases, improve certain aspects, and decide what to build next.

Note that you can target this at the exact accounts you wish to ask too. 

2: Encourage a customer to add their use cases and update their priorities [01:32 in video above]

This is great for customer success or support teams. If you've just spoken to a customer and they've expressed interest in a certain request, you will have added them to the idea in Receptive.

At this point you might want to nudge them into updating their priorities. You can use Flexible Emailing to send the link to the request over to the user, enabling them to log in and view it with one click.

3: Release a beta version to the users who are interested [02:08 in video above]

Alternatively, suppose you want to send login details to a beta version of a feature, and you want to send those details to all the users who expressed an interest in it.

You can find the request in Receptive, and then use Flexible Emailing to send a message to all of the users who are interested. Again, this is perfect for conducting the deep customer research you need to develop an effective product. 

4: Send a specific request (or group of requests) to all users tagged as "Role:Head Chef"

To send a request to all users with a specific tag, you simply select "Send email" from the request page:

And select "Compose an email for a custom list of users":

In the "Users" field, start typing the tag or tags you'd like to send the update to and click "Compose email":

To run through this same scenario for multiple requests, simply start from the "Browse" page and select multiple requests. (See point #2 below for full instructions.)

5. Gather feedback on a new idea

Here's an actual example from our Receptive account. We noticed a trend in our customers asking for ways to keep their backlog fresh. They didn't feel good about having items showing to their customers that hadn't been updated in a year or two.

We thought of a quick win for this problem, and used a flexible email to gather feedback on it.

Here's the email we sent out to the product owners from our customer base: 

And from the feedback we gathered, we were able to confirm that this was something our customers wanted from the 12 votes we received overnight, plus just as many comments. We tweaked the original request based on the great feedback we received, and now this item is on our roadmap:

Take a look at #66771 in our account if you'd like to add your feedback!

How to use Flexible Emailing

1. From the request page

To email users who are interested in one request, navigate to the relevant request in whichever way you prefer - using browse, search, etc.

On the right hand side is a box labelled "Request activity". Click on the button called "Send Email". This will open the email pop-up flow.

Start by selecting whether the email should go out to everyone interested in this specific feature, or a subset of them.

If you choose a subset, you'll be asked to narrow down users based on tags or accounts.

The next step is to compose the email. You can enter the subject and edit the body of the email using markdown.

Once your email is ready to go, you can preview it, and then when you're happy you can send it.

2. From the browse page

You can also email users who are interested in multiple requests.

NOTE: This does not mean people who are all interested in request A, B, and C, for example. It means that anyone who is interested in A, anyone interested in B, and anyone interested in C will be emailed.

To do this, head over to the "Browse" view using the left-hand navigation.

Next to each request is a checkbox. Select the requests that you want to email about. Then on the right-hand side is a section labelled "Bulk actions".

Use the dropdown menu to select "Mail Requests".

This will open the pop-up email flow.

At this point you can choose to send the email to all users interested in these requests, or a subset of the users based on tags and accounts.

Once you've decided, you can compose the email. Enter the subject and edit the body of the email using markdown.

Once you're satisfied, take a look at the preview, and then when you're ready hit "Send Email".

3. From the account page

Sometimes you might want to email all users belonging to a specific account.

If so, navigate to the relevant account. Select "Customers" from the left-hand navigation, and then choose the account from the list.

Scroll down to the "Users" box on the left-hand navigation and click on "Send Email".

This will open the email pop-up flow.

As with the other two use cases, you can start by choosing whether you email all users associated with this account, or a certain subset based on tags.

You can then compose the email, writing a subject line, and editing the body of the email using markdown.

Once the email has been composed, you can view a preview. If you're happy, then you can send it out.