Before you start
Open Reach → Inbox in the intended workspace. Reply visibility follows your permitted campaign scope, and synchronization requires a supported connected sender inbox.
Use Sync now to request background synchronization for your accessible senders. Replies appear automatically as they are processed; a queued request is not a completed sync.
Synchronize and recover replies
Sender options follow your existing sender access. Administrators, managers and members can request work for the senders available to them.
For older replies, select one sender and a recovery range of 7, 30, 90 or 180 days, open the Recovery dialog, then choose Start recovery. The dialog closes after the request is queued, and a confirmation appears separately. Recovery runs in the background while normal synchronization continues.
Check the displayed Queued, Processing replies, Completed or review-needed status. Repeated requests are combined, so allow the current request to finish before starting another recovery.
Opening the Inbox refreshes the conversation list. It does not start a historical recovery. If synchronization needs attention, check the sender connection before retrying.
When synchronization is paused
Inbox synchronization pauses when Reach plan access is inactive or frozen. Existing conversations remain available according to your access permissions. Background synchronization resumes for eligible senders when plan access is restored.
An expired or revoked mailbox connection requires Reconnect. Use the Reconnect action beside the affected sender, select the same mailbox and approve the requested read access. Automatic synchronization stays paused until the connection succeeds and Reach plan access is active.
Temporary mailbox-service failures retry with increasing delays. After repeated failures, synchronization enters a cooldown and shows the next check time. Repeatedly requesting synchronization does not bypass the pause.
Triage the conversation queue
- Search by contact, company or campaign. Use All, Unread, Hot and Lead intent to focus the queue.
- Distinguish an automated response from a person’s interest. Review the conversation rather than acting on a badge alone.
- Open the intended conversation and inspect campaign, sender, reply history and thread-link status.
Use filters for triage. Contact names, campaign titles, timestamps and message snippets are hidden.
Account details and configuration values are hidden.Inspect conversation context
Use Show earlier messages to review prior context, and Info for the available thread details. Check the reply route and sender before composing.
A missing thread link or delayed reply should be investigated through the connection and synchronization workflow. Do not assume a matching subject alone establishes the intended conversation.
Review lead intent
Lead intelligence shows a category, explanation and recommended next action where analysis is available. Treat confidence as assistance, not proof of intent.
Use Change intent only to correct an inaccurate classification after reading the conversation. Negative responses, unsubscribe requests and automated messages require different handling.
Inspect context before responding. Personal information, campaign details and private analysis are hidden.
Account details and configuration values are hidden.Compose and send a reply
- Choose Reply and inspect the recipient, sender account, subject and conversation context.
- Write the response, or use AI Reply when permitted. Review any generated draft, links and factual claims.
- Check CC recipients when used and ensure every address is an intended recipient.
- Choose Send only when the final response is ready, then confirm success and the updated conversation. Forward is a separate action with its own recipient review.
Manage the workflow state
Use Mark resolved when the conversation no longer needs action. Read, pinned and resolved indicators serve different purposes; they do not unsubscribe a contact or recall a sent reply.
Some queue conveniences, such as read and pin markers, are stored in your current browser. Do not rely on them as a shared team assignment system. Review the displayed state after changing devices.
Handle opt-outs and errors
- Honor unsubscribe requests and check Safety to verify the relevant suppression.
- AI reply disabled: inspect whether the conversation is negative, unsubscribe-related or automated.
- Reply missing: verify the correct workspace and sender connection, then use synchronization or historical backfill as appropriate.
- Send failed: inspect the error and sender connection before retrying; check the conversation to avoid sending a duplicate.
Related guides
Ask your workspace administrator for access or contact support with the page name and a sanitized error message.