> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sequenzy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reply Tracking & Conversations

> Capture and manage replies to your emails with threaded conversations

# Reply Tracking & Conversations

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+{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.

<Note>
  For subdomain senders such as `news.example.com`, the branded reply domain
  uses the root domain: `inbound.example.com`.
</Note>

## 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

## 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:

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.

## 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

<Note>
  Even with forwarding enabled, replies are still captured in Sequenzy for
  analytics and record-keeping.
</Note>

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

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

### Get Conversation

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

### Reply to Conversation

```bash theme={null}
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:

```bash theme={null}
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.

<Warning>
  Deleted replies cannot be recovered. Check the workspace retention period
  before enabling reply tracking.
</Warning>

## 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

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)

### 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

### 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