When there is an existing and active customer community it can be the best location to engage the customers who would be great participants in an empathy session. Rather than sending a separate invite for them to attend an empathy session somewhere else, it would be better to allow them to opt into a session from the community and participate in the portal they are already familiar with.
Empathy sessions were sunset on April 11, 2025. Customers told us they instead prefer live calls with customers. If you are looking for a way to manage your customer interviews, we recommend Aha! Discovery.