Reply to a conversation

Find the right thread, review the recipient, and check the send result.

Updated September 5, 2026 2 min read

Use Conversations when you need to answer a customer with the earlier messages in view. You need access to the workspace and a working send connection for the relevant channel.

1. Find the thread

Open Conversations. Search for the person or subject, or narrow the list by status, channel, assignment, unread messages, or follow-up. Open the conversation and confirm that it belongs to the person you intend to contact.

2. Review the context

Read the recent messages and check the linked contact and opportunity. Link the conversation to the relevant records when needed so the reply is visible in the right business context.

3. Write and send

Write your reply in the composer. Check the recipient and complete message, then follow the composer's send confirmation. This is a manual send; it uses the conversation sender rather than requiring you to create an AI proposal first.

If the assistant prepared the reply, review its staged proposal through Approvals. Both paths use the same underlying send service.

4. Confirm the result

Check the send result in the conversation. A provider accepting a send is different from a later delivery event. If the request times out or the result is uncertain, inspect the original request before sending again.

If a reply cannot be sent

Check the channel connection in Setup Center. Gmail replies also need a valid thread anchor. A missing thread anchor is refused rather than silently creating a new conversation. For developers, this includes the Message-ID and References used for RFC threading.

Share the visible error and conversation identifier with your administrator when you need help. Do not include credentials.

If a send fails before dispatch

Run the current migration catalog and verify Setup before retrying a database conflict-target error. The shared sender requires workspace-scoped conversation and message indexes. Keep the same request identity when retrying an unchanged message; if a provider attempt has an uncertain result, reconcile its receipt first instead of sending again.