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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
Reply-to DomainChoose whether trackable reply addresses use Sequenzy’s inbound domain or your verified sending domain
Forward RepliesAutomatically forward replies to the original sender address
Reply RetentionNumber of days to retain reply data (default: 30)

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Reply-to Domains

By default, Sequenzy uses reply+{emailId}@inbound.sequenzy.com for trackable reply addresses. This requires no DNS setup beyond enabling reply tracking. If you want replies to use your own domain, choose Your domain in the Reply-to Domain setting. Sequenzy will use addresses like reply+{emailId}@inbound.yourdomain.com after:
  • Your sending domain is verified
  • The inbound MX record for inbound.yourdomain.com is verified
  • The inbound SES receipt rule is active
If the custom route is not ready, Sequenzy automatically falls back to inbound.sequenzy.com so replies remain trackable.
For subdomain senders such as news.example.com, the branded reply domain uses the root domain: inbound.example.com.

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How Reply Tracking Works

  1. Outbound emails include a unique reply address in the format reply+{emailId}@inbound.sequenzy.com or reply+{emailId}@inbound.yourdomain.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
For transactional API sends, reply tracking changes how the outgoing Reply-To header is used. Recipients see a unique trackable reply address, while Sequenzy stores the original destination for forwarding:
  • Template sends forward to the API replyTo value when provided, otherwise to the transactional template’s reply profile
  • Direct-content sends forward to the API replyTo value when provided
  • Direct-content sends that omit replyTo forward to the company’s default reply profile, or the first reply profile in the company if no default is set
  • If no forwarding destination is available, replies are still captured in the Sequenzy inbox but are not forwarded to an external inbox
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 inbound email routing: Sequenzy’s shared inbound domain works automatically. Branded reply domains require the inbound MX record shown during domain verification.
  • 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. If using Your domain, check that the inbound MX record is verified and inbound routing shows as 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 forwarding destination. For direct transactional API sends, provide replyTo or configure a company default reply profile.
  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