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Reply Tracking & Conversations

Sequenzy can capture replies to your emails and organize them into threaded conversations. This works for campaigns, sequences, and transactional emails.

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Enabling Reply Tracking

Navigate to Settings → Email Tracking and enable “Track Email Replies”. Once enabled, all outbound emails will use a trackable reply address that routes responses back to Sequenzy.

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Configuration Options

SettingDescription
Track Email RepliesEnable/disable reply capture for all outbound emails
Forward RepliesAutomatically forward replies to the original sender address
Reply RetentionNumber of days to retain reply data (default: 30)

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How Reply Tracking Works

  1. Outbound emails include a unique reply address in the format reply+{emailId}@inbound.sequenzy.com
  2. When a subscriber hits reply, their email is routed to Sequenzy
  3. The reply is parsed to extract the new content (quoted text is stripped)
  4. A conversation is created or updated with the new message
  5. You’re notified in the Inbox and can respond directly

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Viewing Conversations

Access your conversations from the Inbox in the left navigation. The inbox shows:
  • Open conversations: Replies awaiting your response
  • Closed conversations: Resolved threads
  • Unread indicator: Conversations with new messages

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Conversation Details

Click any conversation to see:
  • Full message thread with timestamps
  • Subscriber profile and engagement history
  • Original email that started the conversation
  • Reply and close actions

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Replying to Subscribers

You can reply directly from Sequenzy:
  1. Open a conversation from the Inbox
  2. Type your response in the composer
  3. Click Send
Your reply is sent from your verified sending domain and appears in the subscriber’s email client as a normal reply. The conversation thread is maintained with proper email headers, so it displays correctly in Gmail, Outlook, and other email clients.

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Reply Forwarding

If you prefer to handle replies in your regular email client, enable Forward Replies in settings. When enabled:
  • Replies are forwarded to the replyTo address from the original email
  • The forwarded email includes the subscriber’s message and context
  • You can reply directly from your email client
Even with forwarding enabled, replies are still captured in Sequenzy for analytics and record-keeping.

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Reply Analytics

Reply metrics are available alongside opens and clicks:
  • Reply rate: Percentage of delivered emails that received a reply
  • Total replies: Count of inbound messages
  • Per-campaign metrics: See which campaigns generate the most engagement
View reply metrics in:
  • Campaign analytics (after sending)
  • Sequence node performance
  • Overall metrics dashboard

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API Access

You can access replies and conversations via the API:

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List Replies

curl -X GET "https://api.sequenzy.com/v1/replies" \
  -H "Authorization: Bearer YOUR_API_KEY"

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Get Conversation

curl -X GET "https://api.sequenzy.com/v1/conversations/{id}" \
  -H "Authorization: Bearer YOUR_API_KEY"

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Reply to Conversation

curl -X POST "https://api.sequenzy.com/v1/conversations/{id}/reply" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "body": "Thanks for reaching out! Here is the information you requested..."
  }'

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Data Retention

Replies and conversations are automatically deleted after the configured retention period. This helps manage storage and comply with data retention policies. To adjust retention:
  1. Go to Settings → Email Tracking
  2. Update the Reply Retention Days value
  3. Replies older than this period are permanently deleted
Deleted replies cannot be recovered. Set an appropriate retention period for your needs before enabling reply tracking.

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Limitations

  • Reply tracking requires SES configuration: Your AWS SES must be configured to receive inbound emails (see setup guide)
  • Attachments: Inbound attachments are stored temporarily and included in forwarded emails, but are not permanently retained
  • Rate limits: High-volume reply handling may be subject to processing delays

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Troubleshooting

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Replies not appearing

  1. Verify reply tracking is enabled in Settings
  2. Check that your SES inbound configuration is active
  3. Confirm the reply was sent to the correct address (check email headers)

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Forwarding not working

  1. Ensure “Forward Replies” is enabled
  2. Verify the original email had a valid replyTo address
  3. Check the forward status in the reply details

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Missing conversation context

If replies appear without conversation context:
  • The original email may have been deleted
  • The emailId in the reply address may be invalid
  • Check the subscriber exists in your account