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Reply or reply all to an email from the platform

An operator replies to an email conversation; the outgoing message carries the correct `In-Reply-To`/`References` headers so it threads correctly in the customer's own mail client.

When this happens: Operator clicks Reply or Reply All on a conversation.

Step by step

  1. 1

    Open the Order #4821 delayed? conversation and clicks Reply.

    EasyCRM opens the composer pre-addressed , subject Re: Order #4821 delayed?, signature applied, sending address defaulted to *[email protected]*.

  2. 2

    Writes a response and clicks Send.

    Persists the outgoing Message (Outbound, Operator) with Sending, and sets EmailMessageHeader.InReplyTo/.References from the message being replied to. ChannelSendJob sends via the provider adapter. EasyCRM confirms delivery; DeliveryStatus updates to Sent. EasyCRM shows the reply in the conversation thread.

Other paths

Reply all

Click Reply All instead. System pre-fills Cc with the original messages `To` + `Cc`, minus the sending mailbox and the operators own address.

Operator edits pre-filled recipients

Add or removes a Cc/Bcc recipient before sending; the edited set is what is sent.

If something goes wrong

Visibility scope doesn't cover the conversation

The Reply action is not available to an operator outside the conversation's visibility scope; no send is attempted.

Send fails

Handled by the failed-send/resend flow, not repeated here.

Good to know

  • In-Reply-To/References are set correctly regardless of which grouping heuristic placed the message in the conversation.
  • Subject defaults to a single Re: prefix.