Reply to a client from a record

When a client’s email is captured onto their record, you can answer it right there. The reply goes out from your own connected mailbox and files back onto the timeline, so the conversation stays in one place and the person covering next week sees the whole thread.

Before you start

• Email capture must be connected for your workspace (see Set up email capture).
• Sending replies uses your own Gmail, so your Google account must be connected. If it is not, Florio tells you email sending is not enabled yet and points you to Connect Google.

Steps

1. Open the record the mail is on: a customer, event, order, or contact. Go to its Activity feed (on a lead, the mail is on the Activity feed directly).
2. Find the client’s message and choose Reply. To write a fresh message instead, use New email.
3. The composer opens already addressed. Fill in the Subject and Message. If you like, start from a saved message with Use template, or offer a meeting with Propose times or Copy booking link.
4. Choose Send.

Screenshot from a demo workspace; data illustrative.

Your reply lands in your Gmail Sent folder and appears on the record’s timeline as a Sent message, so the thread reads top to bottom in one place.

Good to know

• A stray click will not lose the message. Once you have typed anything, the close button, Cancel, the Escape key, and a click outside the window all ask before they throw the draft away. Opening a template or the meeting-times window and then backing out of it leaves your message exactly where it was. If you were holding meeting times, the question tells you how many go back to your calendar; see Propose meeting times in an email.
• You can reply the same way from My Stuff, which lists the inbound mail across all your records with an inline Reply on each one.
• Sending a reply clears the Awaiting reply nudge on that thread, so it stops showing up as owed.
• The Emails panel on a record is captured mail you read; writing always happens on the Activity feed.