At the bottom of a conversation, Reply writes to the contact; Comment writes to your team.
Replying
- Subject: leave it empty to keep "Re: …", so the reply stays in the same thread in the contact's mailbox.
- CC / BCC: other addresses, separated by commas. People you copy don't become contacts.
- Attach: add files; they're also kept on the contact's files.
- Saved replies: pick one; The reply is filled in for this contact, and you can change it before sending (see Saved replies).
- Merge values (
{{contact.first_name}}…) can be added from the picker. Switch between Plain text and Rich email (the block editor). - From: the business's default sender or another of its addresses.
- Signature: your own, added under every reply you send from this business.
- Ctrl/⌘ + Enter sends.
Replies go out as the business, as one-to-one emails (chargeable, see Email usage and billing), and show as Waiting to send, Sending, Delivered, Bounced or Not sent with the reason. A contact with no email address can't be replied to by email: add one on their contact page.
Drafts
What you type is saved as you go and comes back when you switch to another conversation and return. Discard throws it away.
A reply an AI app drafted
When a connected AI app writes a reply, it doesn't send it: it shows on the conversation as Draft from an AI app — review before sending. Use it puts it in your reply box to check and send; Dismiss removes it.
Internal comments
Only your team sees this. Comments sit in the conversation between the emails, but are never sent to the contact. Type @ to mention a team member: they get a notification and start following the conversation. You can edit or delete your own comment for 10 minutes after posting it.
Forwarding
Forward on an email the contact sent sends a copy to someone outside the business (an accountant, a supplier), with an optional note. Forwarding is free and shows in the conversation.