Before you begin

Open Inbox to see customer conversations and issues that need a person. QuoteFollow's follow-up is email-only at present.

Handle a reply

  1. Select a conversation in Inbox and read the customer's latest message.
  2. Check the linked quote before answering. When an inbound customer reply is attached to a quote, scheduled follow-up stops safely so your team can take over.
  3. Write a human reply from the conversation when appropriate. Confirm that the message went to the intended contact.
  4. Mark the quote's eventual outcome in Quotes when the customer decides.

Archive without deleting

Archive a conversation when it no longer needs inbox attention. Archiving does not delete the quote or change its outcome. You can review archived conversations in the Archive view. Deleting a quote is a separate action and removes its associated conversation.

Opt-outs and delivery issues

An opt-out, invalid delivery state, or lack of permission stops or pauses automatic sending. Resolve the underlying issue; do not continue an automated sequence against the customer's preference. If a reply is missing or clipped incorrectly, contact support with the quote number and a description—do not paste sensitive customer correspondence into the form.