Replying to Emails

When you directly reply to an email using your mail client (e.g., GMail, Apple Mail, Outlook) the email is sent to TrustedPeer Support. We attempt to reply within 24 hours.

Some replies can be directly and immediately handled automatically. If you reply to one of these emails, we'll processes and forward the email as if you replied using the platform. You can identify these emails by the inclusion of the direct reply notice at the bottom of the email:

image of direct reply notice

We try to "do the right thing", based on the type of email being replied to:

Session Scheduling
Reply is added to the set of scheduling-related messages and is viewable on the Session Worksheet. An email is then sent to Expert or Client to inform them of the update. You cannot "accept" or "set" a meeting time through email: this can only by done by selecting the appropriate button on the platform message. If there were times suggested by the Client, these times will be removed.
Session Clarifications
Reply is added to the set of clarifications associated with the session and is viewable on the Session Worksheet. An email is then sent to the Expert or Client to inform them of the update.
Program Messages
Messages sent between Program Expert and Client are added to the set of Program messages viewable with the Program. An email is then sent to the Expert or Client to inform them of the update. For Team Programs, all Team members are notified for each reply.

Messages between Objective Subject Matter Expert and Client are added to the set of Objective messages. An email is then sent to the Subject Matter Expert or Client. Though an email will not be sent to the Program Expert, the Expert will be able to view all messages related to Objectives.
Session Pre-approval Messages
Messages sent between Client and their group's admin regarding session pre-approval are forwarded as appropriate. You cannot "approve" or "reject" a request through email: this can only be done by selecting the appropriate button on the platform message.
Basic Messages
For messages not otherwise associated with a Program or Session, the message is added to the recipient's TrustedPeer Messages Inbox, and an email is sent to inform them of the new message.

If the original message is addressed to more than one person, or addressed to a group (using a '+' alias, for example), the reply is only sent to the message originator. There is no way to reply to the group directly via email: you need to reply using the platform, if this is desired.

Signature blocks and "included" reply text

We attempt to strip out signature blocks and "included" reply text, so that the only information saved is your text reply. This is evolving technology: your ability to construct confusing emails will always exceed our ability to detect all possibilities. Keep it simple for best results. For example, you don't need to include a signature block or salutation as we know who you are.

Attachments

Your attachments to your mail are handled properly. This means you can email-reply with your spreadsheet, business case, or PDF, and we'll pass it on to your intended recipients.

If the email is related to a program, objective, or session, the attachment is automatically added to your program, objective, or session. Other users who have access to that program, objective, or session would also have access to the attached file(s). If the email is not otherwise related to a program, objective, or session, your files will simply be attached to the notification, and will be viewable on the platform by the recipient(s). As with signature blocks, this is also evolving technology: most attachments are handled without issue. If you see a problem, let us know!

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