Reply to a conversation

Use this when

Use this guide when a customer needs an answer and the team must see the thread before replying.

Use Conversations when you need to answer a customer with the earlier messages in view. You need access to the workspace and a working send connection for the relevant channel.

1. Find the thread

Open Conversations. Search for the person or subject, or narrow the list by status, channel, assignment, unread messages, or follow-up. Open the conversation and confirm that it belongs to the person you intend to contact.

2. Review the context

Read the recent messages and check the linked contact and opportunity. Link the conversation to the relevant records when needed so the reply is visible in the right business context.

3. Write and send

Write your reply in the composer, check the recipient and the complete message once more, and follow the composer's own send confirmation. This is a manual send: it goes straight through the conversation sender, and you never need to create an AI proposal first just to send something you wrote yourself.

If the assistant prepared the reply, review its staged proposal through Approvals. Both paths use the same underlying send service.

4. Confirm the result

Check the send result in the conversation. A provider accepting a send is different from a later delivery event. If the request times out or the result is uncertain, inspect the original request before sending again.

What to check

Check the channel connection in Setup Center. Gmail replies also need a valid thread anchor. A missing thread anchor is refused rather than silently creating a new conversation. For developers, this includes the Message-ID and References used for RFC threading.

Share the visible error and conversation identifier with your administrator when you need help. Do not include credentials.

If a send fails before dispatch

Run the current migration catalog and verify Setup before retrying a database conflict-target error. The shared sender requires workspace-scoped conversation and message indexes. Keep the same request identity when retrying an unchanged message; if a provider attempt has an uncertain result, reconcile its receipt first instead of sending again.

What to know

Availability depends on enabled modules, workspace permissions, provider connections, and the current installation. Check the recorded status before relying on a live result.

Next: Review Today to see how this work fits into the daily operating flow.