Inbox in Reply is also called Consolidated Inbox because it unites threads from all sequences initiated by all team members in one place. With Inbox, you can easily check all the replies from automatic and manual emails and quickly respond to them.

To access the messages, click on the Inbox button in the main header menu.

Up to this date, Inbox shows replies only for two channels: automatic and manual emails. However, in the future, it will show replies from more channels that can be used for outreach in Reply (SMS, LinkedIn, and WhatsApp).

Why use Inbox?

Previously, if you had more than one active sequence, you had to check each sequence's responses in a different inbox. The difficulty was that switching between multiple inboxes in different parts of the platform took some time.

Consolidated inbox, in turn, allows you to manage all of your threads from all sequences in one place. It can serve as the main communication tool in Reply because it allows you to manage all your chat conversations, filter, and group all the replies, as well as perform advanced actions on the emails.

View threads

Please note. If you haven't received any replies yet, your inbox will be empty.

Once the contacts have replied to you, all the messages will be shown in the Inbox. All messages will be displayed chronologically, with the most recent replies on top.

One page can accommodate up to 50 threads. You can switch between the pages.

The inbox will show all threads with the following details:

  • Channel in which a contact responds to you (automatic, or manual emails). The light blue color of the icon represents manual emails, while the dark blue - automatic emails.

  • Full name of a contact who replied to you.

  • Categories reflect the contact's interest and are assigned automatically by our AI algorithm, which classifies them based on the tone of email replies (standard categories). You can also create custom categories to tag conversation threads by yourself.

  • Subject + body of the message.

  • Sequence where the thread was initiated.

  • The date/time of the last received message in the thread.

Click on the Split pane mode icon to switch between two modes of viewing threads:

  • Standard mode. This mode allows you to view the list of all threads.

  • Half-opened mode. This mode displays the list of threads + the panel with opened thread. Using it, you can easily go through the message one by one while seeing the list of all responses.

When you click on the thread, a history of all messages initiated with the contact will be displayed, along with all its details (an avatar of the contact, the contact information, full name, email address, etc.).

Click on the message to expand it. You can also use the icons in the upper left corner to perform quick actions on the whole thread:

  • Return to the main inbox page with all threads;

  • Mark the message as unread;

  • Add category.

The same actions with a thread are available in the inbox. Once you mark a thread, the icons to perform quick actions will be shown. You can also take bulk actions and check multiple threads at once. To select all messages on the page, click on the All button.

Respond to replies

1. To respond to a reply, click on the message in the inbox to view a thread. There are two ways to respond to a message:

  • Click on the Reply button at the bottom of the thread to reply to the entire thread;

  • Click on the ⬅ button in front of the particular message to attach your reply as a comment message to a particular message.

Please note. You can reply only to threads that you have initiated. If you are viewing the thread initiated by your team member in Reply, you cannot reply to these messages.

2. Once you click the reply button, you can use the text field to create your response.

  • Use templates and insert variables to facilitate the process of creating an answer.

  • The eye icon in the upper right corner allows you to preview your message.

  • Use the lower tab for additional text formatting such as adding pictures, videos, links, etc.

3. Click on the "Send" button.

Filter replies

There are several ways to filter replies.

  • Filter replies by team members who initiated the threads

You can quickly filter all the threads by the team member who initiated them in their sequences. Click on the All button in the upper left corner and select one of the available options:

  • All - to view threads that were started by all team members;

  • My - to view threads that belong only to you;

  • Particular team member - to view threads that were started by a particular team member.

Once you filter threads by team member, the filters, categories, and numbers of messages will be changed accordingly.

  • Filter replies by categories

On the right-side panel, there is a list of categories: standard + custom categories. In front of each category, there is the number of messages.

Click on the category to quickly view all replies that belong to this category. Here's instruction on how to manage categories.

  • Filters

Use filters in the upper menu to filter threads by:

  • All sequences. Select the name of the sequence(s) from the drop-down list to view replies that relate only to the selected sequence(s).

  • All emails. Filter replies by sending emails.

  • All categories. Filter replies by one or a few available categories of response. You can filter both by standard and custom categories.

  • All time. Filter replies by the timeframe when the messages were sent (possible options: All time, Older than 1 month, Older than 3 months, Older than 6 months, Custom).

You can also use a combination of several filters.

Manage categories

All categories can be seen in the left-side menu.

Default categories are assigned automatically by AI algorithms that identify the tone of email replies and the types of leads that are most likely to convert. Default categories include:

  • Interested

  • Not interested

  • Do not contact

  • Not now

  • Forwarded

  • Meeting intent

  • No categories

One category can be assigned per thread. The exception is the Meeting intent, which can be added as a sub-category along with other categories.

To add a category to a message, open the message and click the category icon.

Then, from the drop-down list, choose the appropriate category.

You can also create custom categories.

Custom categories can be created at the team level. This means other team members can view the categories created by everyone else on the team. One category cannot be created twice; it should be unique for a team.

  • To add a custom category, click +.

  • To add a custom category to the list of pinned categories, click on the plus icon, select the necessary category from the list and click Apply.

  • To edit a custom category click on the three vertical dots and click Edit.

Both standard and custom categories are available in native integrations and make it easy to sync interested leads from Reply to your CRM and other apps.

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