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Reply to client emails in Conversations

Last reviewed October 21, 2026

Find email threads, reply with the right sender name and subject, and fix the messages that stop an email from sending.

Emails with clients sit in Conversations alongside texts and chats. Each email shows as its own card in the thread, so you can follow the back-and-forth and reply in place.

Before you start

Steps

  1. Find the email thread. In Conversations, click All, then set the channel dropdown to Email. Email threads have an envelope icon.
  2. Open it. Each message is a card with an Email badge, the subject, the message, the date and time, a Reply link, and a status such as Sent or Read.
  3. Start your reply. Click Reply on the card you're answering, or use the reply box at the bottom with Email chosen in the channel dropdown.

  4. Check the top lines.

    Field What to check
    From The address the email sends from
    To The client's email
    Subject Keep the same subject so it stays in one thread in their inbox
    CC / BCC Click to add other people, when available

  5. Check the sender name. Click Sender settings under Subject. It opens right in the reply box and shows From Name, which is your workspace name unless you change it. Clients should see a name they recognize, like "Dana Lee Coaching".

  6. Write and send. Type your message and click Send Email.

Check it worked

  • A new Email card appears at the bottom of the thread with a Sent status.
  • Later, the status may change to Read when the client opens it.

If something's off

  • "Email sending is not ready." in red: your workspace email setup needs attention. Click its Fix DNS link, or see Find out why an email didn't send.
  • "Reconnect Gmail to enable sending." The From address is a connected Gmail account that needs reconnecting. Reconnect it, then try again. Ask us if you're not sure where.
  • CC, BCC and Reply-To are missing. When you send from a personal Gmail account, the reply box notes: "Personal Gmail sends one-to-one emails only. CC, BCC, and Reply-To aren't available." Send from your workspace email instead if you need them.
  • No email threads show. You're probably on Recent. Click All and set the channel to Email.
  • The client says it went to spam. New sending domains need a few weeks to build trust. See Keep your emails out of spam.

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