When you receive an email notification, you can post a response back to the community by replying to the email.
|Available in: Salesforce Classic|
|Chatter Answers is available in: Enterprise, Developer, Performance, and Unlimited Editions.|
Chatter Answers is scheduled for retirement in all Salesforce orgs as of Winter ’18 release. For more information, see Chatter Answers to Retire in Winter ’18. Starting with Summer ’16, Chatter Answers isn’t available in new orgs. Instead, you can use Chatter Questions, a Q&A feature that’s seamlessly integrated into Chatter. With Chatter Questions, users can ask questions and find answers without ever needing to leave Chatter. Existing orgs will continue to have access to Chatter Answers if it was enabled before the Summer ’16 release from now until Winter ’18.
When you receive email notifications related to a question, you can conveniently reply directly from your email and the reply appears as an answer on the Q&A tab. You’ll receive an email notification for the following events:
- Someone answers a question you’ve asked or are following.
- Customer support or a moderator selects a best answer for a question you’ve asked or are following.
To reply to email notifications, your administrator must enable email replies on the Chatter Answers Settings page.
Consider these tips when sending email replies:
- Replies must be sent from the email address specified on your profile. If you use email aliases or email forwarding services that send replies from a different email address, your replies won't be processed.
- If replies contain your personal email signature, the signature text is treated as part of your comment. Default signatures inserted by mobile devices, such as Sent from my iPhone, are automatically removed from replies. Before replying, delete custom signatures and any extra text you don't want posted to the community.
- Attachments in replies are ignored.
- Posts that include rich text or other types of markup appear as plain text in the body of the email notification.
- Automated messages such as “out of office” responses are ignored by the system.
- Before replying, check the email address that displays in the To field of your email. Valid addresses contain tokens, or long character strings, both before and after the @ symbol, such as email@example.com. Some email applications may automatically use the From address from the original email, such as ReplyToQ&A@<your.company>.com, which is not a valid address for receiving replies. If you see this shortened address in the To field of your reply email, replace it with the valid reply-to address in the email header information. For example, in an application such as IBM® Lotus Notes®:
- Open the original email.
- Click .
- In the ReplyToQ&A section, copy the email address that looks like: firstname.lastname@example.org.
- Paste the reply-to address in the To field of your reply email.