The reply queue
One queue for replies from every tool: how replies are classified, assigned and answered, and which ones are kept out of your reply rate.
For: Managers and reps
The Replies page lists the replies that came back on every connected email and LinkedIn tool. A reply can be answered right there. The answer is sent through the tool that received the reply, from the same mailbox or LinkedIn account, in the same thread.
The reply queue: replies from every tool on the left, the thread and the reply box on the right. Demo data.
How replies are classified
Each reply is classified from its text by a fixed set of rules when it is synced. No AI is involved in classification.
| Class | Meaning | Counts as a human reply |
|---|---|---|
| Interested | A positive reply: wants a call, asks for details, proposes a time | Yes, and as a positive reply |
| Not now | Timing objection: later this quarter, busy, come back in a few months | Yes |
| Not interested | A clear no | Yes |
| Wrong person | Not the right contact, or a referral to someone else | Yes |
| Opt-out | An unsubscribe request | No |
| Auto-reply | Out of office, auto-responder, bounce notice that reached the inbox | No |
A reply the rules cannot place is left unclassified and still counts as a human reply. A manager can re-classify any reply from the thread; the counts and the queue follow the new class.
Assignment
- By default a reply goes to the campaign owner, else to the rep mapped to the sender that received it, else to nobody.
- Managers can assign one reply from its thread, or tick several and use Assign selected to.
- A rep can press Take it on an unassigned reply. Taking never steals a reply that already has an assignee.
- Auto-replies and unsubscribes get no assignee and stay out of the default list. They have their own filter chips so they can still be reviewed.
The thread header shows who the reply is assigned to, by whom and when.
Answering
- Sending works for Instantly, Smartlead, Woodpecker, Lemlist and HeyReach threads.
- Instantly needs the
emails:createscope on its key. Without it, Instantly threads can be read but not answered. - Lemlist LinkedIn replies can only be answered for leads that are in a campaign.
- An answer you send is stored as a sent reply. It is never counted as a send or a touch, so it cannot inflate activity numbers.
- Use Mark handled to close a reply that needs no answer.
Who may answer: a manager or admin, any reply. A rep, a reply assigned to them, or an unassigned reply that arrived on one of their own senders.
Draft with AI
Draft with AI writes a suggested answer into the reply box. It never sends. The buttons Shorter, Friendlier and More direct, or your own instruction, rewrite the current draft. Text you typed yourself is not replaced without asking.
- No draft is offered for an unsubscribe or an auto-reply.
- The draft follows the workspace reply guidelines from Settings → AI. Put your booking link and anything reps must not promise there.
- A link that is not in the thread or in the guidelines is removed from the draft, and you are told.
What is sent to the AI provider for a draft is listed in AI features.
In read-only mode
When a workspace is read-only (trial or subscription ended), replies can still be read, assigned and marked handled. Sending is paused until the workspace is upgraded.
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