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Reply All/Forward buttons go missing on long email threads

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  • 1.  Reply All/Forward buttons go missing on long email threads

    Posted 04-26-2023 13:50
    No replies, thread closed.

    Hi all - I'm wondering if anyone else has faced this issue or has any insight into the cause.  We handle mostly email in our org and on longer email threads (aprox 28 messages) the Reply All and Forward buttons are disappearing from the UI (happens in both the browser and desktop app). 

    I was able to recreate it in Firefox as well and we're waiting on an update from engineering. Any insight would be appreciated. 

    Thanks
    Carlos


    #DigitalChannels

    ------------------------------
    Carlos Alonso
    Dow Jones & Company, Inc.
    ------------------------------


  • 2.  RE: Reply All/Forward buttons go missing on long email threads

    Posted 04-26-2023 14:00
    No replies, thread closed.

    Do you mean the buttons disappear entirely or that they are so low in the screen that you can't scroll to them?



    ------------------------------
    Maksim Gill
    Eccentex (Advanced Case and Email Management Platform for Genesys)
    https://www.eccentex.com/genesys
    ------------------------------



  • 3.  RE: Reply All/Forward buttons go missing on long email threads

    Posted 04-26-2023 14:36
      |   view attached
    No replies, thread closed.

    They are disappearing.  If we scroll to the bottom of the thread there are no buttons rendered  We are having to copy and paste the contents into a new outbound email.  I've attached a screenshot that shows the issue.  



    ------------------------------
    Carlos Alonso
    Dow Jones & Company, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Reply All/Forward buttons go missing on long email threads

    Posted 04-27-2023 07:57
    No replies, thread closed.

    Hi Carlos, 
    This is not expected behaviour. Can you please open a Care ticket and we'll have the team investigate? Thanks!
    Jody



    ------------------------------
    Jody Nabuurs
    Genesys - Employees
    ------------------------------



  • 5.  RE: Reply All/Forward buttons go missing on long email threads

    Posted 06-07-2023 08:00
    No replies, thread closed.

    We have a support ticket open for this issue, no ETA yet.



    ------------------------------
    Dewald Smit
    Altron Systems Integration a Division of Altron TMT (Pty) Ltd
    ------------------------------



  • 6.  RE: Reply All/Forward buttons go missing on long email threads

    Posted 06-07-2023 10:26
    No replies, thread closed.

    Same here.  Last we heard it's with Engineering. 

    We did find a workaround which is strange but it works. The step is to create a new email conversation using the Interactions section. Once that happens, the reply and forward buttons appear on the email thread and a response can be sent.  



    ------------------------------
    Carlos Alonso
    Dow Jones & Company, Inc.
    ------------------------------

    Original Message


  • 7.  RE: Reply All/Forward buttons go missing on long email threads

    Posted 06-09-2023 12:14
    No replies, thread closed.

    "Reply All" is the work of The Devil! 🤣



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 8.  RE: Reply All/Forward buttons go missing on long email threads

    Posted 12-19-2023 06:48
    No replies, thread closed.

    Interesting, we are also seen the same issue and they cannot replicate, did you get a solution in the end? Cheers



    ------------------------------
    Kevin Mythen
    ------------------------------



  • 9.  RE: Reply All/Forward buttons go missing on long email threads

    Posted 12-19-2023 07:27
    No replies, thread closed.

    @Kevin Mythen, i would suggest you log a support case with care.



    ------------------------------
    Dewald Smit
    Altron Systems Integration a Division of Altron TMT (Pty) Ltd
    ------------------------------

    Original Message


  • 10.  RE: Reply All/Forward buttons go missing on long email threads

    Posted 12-19-2023 07:28
    No replies, thread closed.

    Hey, I already have a ticket open, just curious to see if anyone had an answer as Genesys are struggling to replicate right now. Cheers



    ------------------------------
    Kevin Mythen
    ------------------------------

    Original Message


  • 11.  RE: Reply All/Forward buttons go missing on long email threads

    Posted 12-19-2023 07:58
    No replies, thread closed.

    Apologies. Our customer never reported the issue again after the support ticket was logged. Genesys was aware of the issue at that time and were working on Dev fixes.
    Good Luck with the issue.



    ------------------------------
    Dewald Smit
    Altron Systems Integration a Division of Altron TMT (Pty) Ltd
    ------------------------------

    Original Message


  • 12.  RE: Reply All/Forward buttons go missing on long email threads

    Posted 12-20-2023 03:44
    No replies, thread closed.

    HI,

    I had this issue with a customer on September 15th, and was able to reproduce it myself in our lab by just replying 3 times back and forth on a new e-mail.

    The customer only had one e-mail with this issue and hasn't reported it since, and I wasn't able to reproduce it a couple of days later so I assumed it was something temporary and closed the ticket as I didn't get anywhere with Care.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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