Reply Tracking & Conversations

Sequenzy inbox with callouts showing conversation filters and subscriber replies

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

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.

Configuration Options

Setting	Description
Track Email Replies	Enable/disable reply capture for all outbound emails
Reply-to Domain	Choose whether trackable reply addresses use Sequenzy’s inbound domain or your verified sending domain
Forward Replies	Automatically forward replies to the original sender address
Reply Retention	Current number of days reply data is retained (returned as `replyRetentionDays`)

Reply-to Domains

By default, Sequenzy uses reply+{emailSendId}@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+{emailSendId}@inbound.yourdomain.com after:

Your sending domain is verified
The inbound MX record for inbound.yourdomain.com is verified
The reply domain or one of its parent domains is verified in the receiving AWS SES region
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.

SES reply configurations for a sender such as news.example.com may use inbound.news.example.com or retain the legacy inbound.example.com. Use the configured reply domain shown in your settings.

Replies bounce even though the MX record is verified

Your MX record routes mail to SES, but SES also needs a verified identity for the receiving domain or a parent domain in that same region. Verifying news.example.com covers inbound.news.example.com; it does not cover the sibling inbound.example.com. If your existing reply domain needs separate verification, refresh its DNS status after the inbound MX verifies. The Reply tracking DNS section shows the exact verification TXT record to publish. Publish it and refresh again after DNS propagation. Keep the TXT in DNS after verification; the record remains visible for reference. Keep your existing reply domain and MX record so replies to previously delivered emails can still reach you. Confirmed unverified receiving identities leave custom routing inactive. New sends use the Sequenzy reply domain until verification succeeds. If the SES verification check is temporarily unavailable, an already active route stays active so you can continue receiving replies; an inactive route stays inactive. Older SES routes display pending until receiving ownership has been checked. An inconclusive check keeps an existing route accepting replies and retains previously confirmed ownership, without marking an unchecked route as active. You can use the same recovery flow through Verify Sending Domain, sequenzy websites verify <sending-domain>, or MCP verify_sending_domain. Read website.dnsRecords.inboundRoutingStatus separately from readyToSend. When inboundVerificationRecord is returned with a pending inboundVerificationStatus, publish its TXT name and value, then verify again. websites check and MCP check_website read the stored records. If a parent domain becomes verified, an unnecessary pending TXT instruction is removed automatically. These generated fields cannot be set or cleared through the public API. Retry domain verification to refresh its status. Changing the reply-to domain setting does not change addresses in emails you have already sent. Replies that already bounced must be resent after the route is repaired.

How Reply Tracking Works

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

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

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

Replying to Subscribers

You can reply directly from Sequenzy:

Open a conversation from the Inbox
Type your response in the composer
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.

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.

Reply forwarding affects inbound replies only. It does not route outbound campaign, sequence, or transactional delivery through the forwarding mailbox’s SMTP provider.

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

API Access

Reply tracking and inbox triage are available through the REST API, CLI, and MCP server. Outbound replies are queued asynchronously; a successful create response initially reports deliveryStatus: "pending".

Workflow	REST API	CLI	MCP
List conversations	`GET /api/v1/conversations`	`sequenzy inbox list`	`list_conversations`
Read a thread	`GET /api/v1/conversations/{id}`	`sequenzy inbox get <id>`	`get_conversation`
Reply or add a note	`POST /api/v1/conversations/{id}/messages`	`sequenzy inbox reply <id>`	`reply_to_conversation`
Close or reopen	`POST /api/v1/conversations/{id}/status`	`sequenzy inbox close <id>` / `reopen <id>`	`update_conversation_status`
Mark read	`POST /api/v1/conversations/{id}/read`	`sequenzy inbox mark-read <id>`	`mark_conversation_read`

List Conversations

curl "https://api.sequenzy.com/api/v1/conversations?status=open&unread=true" \
  -H "Authorization: Bearer YOUR_API_KEY"

Get Conversation

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

Reply to Conversation

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

Configure Reply Tracking

Use the company endpoint to read or update the same settings exposed in the dashboard:

curl -X PATCH "https://api.sequenzy.com/api/v1/companies/{companyId}" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "replyTrackingEnabled": true,
    "replyTrackingDomainMode": "sequenzy",
    "forwardReplies": true
  }'

The CLI exposes these as sequenzy companies update flags, and MCP exposes them on get_company and update_company. Company reads also return the read-only replyRetentionDays value.

Read Reply Metrics

The account, campaign, and sequence metrics endpoints return replies and replyRate; sequence responses include the same fields for every email step. The CLI stats command renders both fields, and the MCP get_stats, get_campaign_stats, and get_sequence_stats tools return them unchanged.

Data Retention

Replies and conversations are automatically deleted after the company’s retention period. This helps manage storage and comply with data retention policies. Read the current value through replyRetentionDays on the company; it is not editable through the public API, CLI, or MCP server.

Deleted replies cannot be recovered. Check the workspace retention period before enabling reply tracking.

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

Troubleshooting

Replies not appearing

Verify reply tracking is enabled in Settings
If using Your domain, check that the inbound MX record is verified and inbound routing shows as active
Confirm the reply was sent to the correct address (check email headers)

Forwarding not working

Ensure “Forward Replies” is enabled
Verify the original email had a valid forwarding destination. For direct transactional API sends, provide replyTo or configure a company default reply profile.
Check the forward status in the reply details

Missing conversation context

If replies appear without conversation context:

The original email may have been deleted
The emailSendId in the reply address may be invalid
Check the subscriber exists in your account

​Reply Tracking & Conversations

​Enabling Reply Tracking

​Configuration Options

​Reply-to Domains

​Replies bounce even though the MX record is verified

​How Reply Tracking Works

​Viewing Conversations

​Conversation Details

​Replying to Subscribers

​Reply Forwarding

​Reply Analytics

​API Access

​List Conversations

​Get Conversation

​Reply to Conversation

​Configure Reply Tracking

​Read Reply Metrics

​Data Retention

​Limitations

​Troubleshooting

​Replies not appearing

​Forwarding not working

​Missing conversation context

Reply Tracking & Conversations

Enabling Reply Tracking

Configuration Options

Reply-to Domains

Replies bounce even though the MX record is verified

How Reply Tracking Works

Viewing Conversations

Conversation Details

Replying to Subscribers

Reply Forwarding

Reply Analytics

API Access

List Conversations

Get Conversation

Reply to Conversation

Configure Reply Tracking

Read Reply Metrics

Data Retention

Limitations

Troubleshooting

Replies not appearing

Forwarding not working

Missing conversation context