Reach
Replies
Every reply to a campaign in one place, how replies are detected for Gmail, Outlook and SMTP mailboxes, and handing a conversation over to Email.
On this page
Reach → Replies gathers what came back from your campaigns, so you can decide what happens next with each person.
How replies are detected#
A reply is noticed in the mailbox that sent the campaign:
| Mailbox | How replies are seen |
|---|---|
| Gmail / Google Workspace | Instantly, as they arrive |
| Microsoft 365 / Outlook | Instantly, as they arrive |
| Other mailboxes (SMTP + IMAP) | Checked every few minutes over IMAP |
An SMTP mailbox without IMAP settings cannot see replies — Reach would keep following up with people who already answered. Always add IMAP when you connect one. See Senders.
When a reply arrives, the person's journey stops at that step if the step stops on reply (the default).
Work through replies#
Replies needing you appear first. Pick a reply to read it — the preview is what the mailbox gave Reach; the full message is in Email and the Inbox.
For each reply you can:
| Action | Effect |
|---|---|
| Handled | You have dealt with it |
| Snooze | It comes back to Needs you when the time is up. Nothing is sent in the meantime. |
| Never contact this person again | Suppresses them across the whole workspace. This is deliberately hard to undo — it is the record of someone asking to be left alone. |
| Reply | Answer from Email, where the conversation continues from your mailbox |
Replies elsewhere#
- The same email thread appears in Email with This came from Reach, showing the campaign and step.
- A campaign's own Replies tab shows only that campaign's replies.
- Interested replies are a good moment to add the person to CRM and create an opportunity. See From lead to paying customer.