Manage Replies
Move from triage to action without losing context. WorkOnward Reach keeps the thread, campaign, and contact record together so you can make a clean decision on every reply.
Before you begin
- Open Outreach > Inbox
- Make sure a mailbox is connected for sending replies
- Have at least one active or completed outreach conversation in the inbox
Step by step
- Open the reply you want to review from the thread list.
- Read the message history in the detail pane so you can see the original outreach and the latest response together.
- Check the contact and campaign details attached to the thread.
- Decide whether the thread needs a response, a status update, or closure.
- Leave the thread open if follow-up work remains, or close it when the conversation is complete.
What you can review on each reply
- Contact identity and email address
- Campaign name and enrollment status
- Classification assigned to the reply
- Reply timestamps and thread history
- Read and closed status
What happens next
Once you work through a reply, the thread state updates in the inbox list. Open conversations remain in the queue, while closed conversations move out of the day-to-day working view.
Tips
- Review the full thread before answering so you do not duplicate context the contact already shared
- Keep Open for active work and use Closed as your archive view
- Use classification as a starting point, not a substitute for reading the message
Next step: Understand AI classification