Make a referral.

Have you ever had a negative chain going and then an extra person appears on the thread? That’s likely because you or the other party has made an error in judgment somewhere. It is perfectly fine to add a recipient to redirect things. However, you will only escalate the anger if you don’t provide a heads up or offer detail as to why you are adding the person. Like this: “Thanks so much for your message. I am adding Chris here because he works in the outreach department and he can help address the issues you have raised.”

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