When somebody answers one of your campaign emails, the reply waits for you in the panel with everything known about the person beside it. You answer it there — yourself, with an AI draft you check, or by letting the AI answer by itself when it is sure enough — and the answer goes back to them in the same email thread.
Where replies wait
| Where | What it holds |
|---|---|
| Analytics → Off-site campaigns → Email replies | Every reply to every campaign, with All campaigns or one campaign chosen from the picker. It is greyed until the account has an email campaign. |
| A campaign’s Replies step | The same inbox for that campaign alone, under What people wrote back. The step appears once one of the campaign’s emails tracks replies. |
Every link to a reply — Answer in the Performance step’s replies list, the bell at the top of the panel, the alert email, Open the conversation on a profile — opens it in its campaign’s Replies step.
The tabs
Each tab shows its count. Under the tabs are the search and, on Email replies, the campaign picker.
| Tab | What it holds |
|---|---|
| New | Replies nobody has answered or closed yet. |
| AI draft | New replies with a draft answer waiting for review. In the list, such a reply is marked Draft waiting. |
| Answered | Replies that got an answer. Anyone / By AI narrows it to the ones the AI answered by itself, each marked Answered by AI. |
| Handed over | Replies the AI left for a person to answer. The row says why. |
| Closed | Replies that need no answer: closed by a person, automatic replies and out-of-office. |
| All | Every reply. |
Answering a reply
Click a reply to open it beside the list: Their reply in full, About this person, Our answers (each marked Sent, Draft, Failed or Discarded) and Your answer — a Subject and the text, where the picture button adds one from your Media library.
| Button | What it does |
|---|---|
| Send | Sends it from the sender the campaign’s email used, in the same thread. The reply moves to Answered. |
| Save draft | Keeps it for later. Nothing is sent. |
| Write with AI | Writes a draft into the box — see below. |
| Discard draft | Drops the draft that is open. |
| Close | Nobody needs to answer it. A closed reply has no answer box, only Reopen. |
Write with AI
The AI writes from your AI Chat’s knowledge and rules, the campaign’s instructions and what is known about the person, in the language of the reply, and never promises a price, a discount or a date. The draft is marked AI draft – review, then send: it goes only when a person presses Send.
- A note starting Check before sending: says what needs your decision.
- The AI would rather a person wrote this one, with the reason, means no draft; the reply stays where it was.
- Pressed again, it rewrites the open draft, asking first if you have unsaved changes.
About this person
Under their reply, About this person shows the facts the AI is given when it writes, each part only when there is something in it: their name and profile fields, their Lists, Emails we sent (the last five, marked Opened, Clicked, Bounced or Unsubscribed), Last seen with their visits, and Recent pages.
View profile opens their whole profile. Email this person opens a Personal emails campaign’s Compose step with them chosen.
What happens when a reply arrives
Each campaign decides on its Sending step, under When people reply (shown once an email tracks replies). The choice applies to all of the campaign’s emails.
| Choice | What happens |
|---|---|
| Manual — you answer each reply yourself, on the Replies step | Replies wait for your answer. |
| Automatic reply — the same answer to everyone who writes back | Your Subject and Text, sent at once with merge fields filled — at most once a day to the same person, never to an out-of-office or to someone who asked to be removed. Until the text is written, the previous choice stays. |
| AI drafts for your approval — the AI writes each answer, you review and send it | Each new reply gets a draft and moves to the AI draft tab. Nothing is sent until a person reviews it. |
| AI answers by itself — when it is sure enough; otherwise it leaves a draft for you | See below. |
The AI choices have Instructions: what to offer, what to leave out and how to sign, on top of the AI Chat’s own rules. Every choice has an Email me box that alerts the logins you pick from your account — for Manual, when a reply needs an answer; for the AI answering by itself, when the AI leaves a draft or hands a reply over.
AI answers by itself
- It learns first. Until it has 10 reviewed drafts and a readiness of at least 50%, it only leaves drafts for you.
- Then it sends when it is sure. Send by itself when it is at least [70% / 80% / 90%] sure sets how sure; 80% is the default. Its answer is marked Answered by AI (92% sure).
- Otherwise it leaves a draft with a note saying why it was not sent — for example Not sent: the AI was 62% sure (it sends at 80%) — or hands the reply to you when a person should answer.
It answers a person at most once a day per email. AI readiness under the choice comes from what your team did with the AI’s drafts in the last 90 days (sent as written, edited or discarded), your AI Chat’s knowledge and your instructions: Still learning, Not ready – keep reviewing its drafts, Getting there or Ready for most replies.
Out-of-office and “take me off your list”
- Out-of-office and other automatic replies go straight to Closed. Nobody is alerted, and no automatic answer is sent.
- A reply asking to be taken off your list is honoured at once, whatever the campaign’s choice: the address is added to your suppressed addresses, the campaign’s report counts them as unsubscribed, and the reply is closed with a line saying so (asked to be removed – …). Reopen on that reply takes the address off the list again.
Where replies go: your other tools
The Where replies go card, under When people reply, sends reply events to the tools a form can send to — a webhook, Zapier, Slack, HubSpot, Klaviyo, Email me, Oracle Eloqua or Salesforce. Under Send when: A reply comes in (ticked to begin with), A reply is answered – by your team or the automatic reply, The AI answers a reply by itself, A reply is handed to a person and Someone asks, by replying, to be taken off your list. Send test sends one sample event so Zapier and HubSpot can map its fields.
Answering from the operator screen
In Personal emails and Automatic AI emails campaigns, Who approves and answers on the Sending step lets people without a panel login work the drafts and replies: Everyone who answers email (the default — everyone given Email under AI Chat → People), Only the panel, or Only these people. They answer on the Email side of the operator screen; your panel users can always answer here too.
The person’s Communication timeline
On a person’s profile (Analytics → Visitors → Visitor profiles, or any report that opens a profile), the Communication section lists every email you sent them and what came of it, newest first: Sent, Opened, Clicked, Replied and Answered, each with the email, the campaign and when. A reply or an answer shows its words, and Open the conversation opens its thread.
The section appears on accounts that have an email campaign. Above it, Notes holds what your team wrote about the person — see Notes about a person.
Related
- Reply tracking — Track replies, forwarding, and counting replies
- Personal emails — one email to one person, written with AI
- Automatic AI emails — an email to everyone who joins a list
- Operators, Conversations & Blocking — the operator screen’s Email side
- AI Chat knowledge — what the AI answers from