[ { "title": "Introduction", "description": "Understand Reply's capabilities, workflows, product specifications, and rules — and build prospecting, outbound, inbox, and AI SDR systems on top of it.", "question": null, "url": "/", "md": "/index.md", "tab": "Start", "group": "Orientation", "type": "start", "status": "reviewed", "headings": [ "Follow the journey", "Go deeper", "How this site is organized", "Reading this site as a machine", "Build with Reply" ], "answers": [], "body": "This site explains what Reply can do and exactly how the product behaves. Reply is a sales engagement platform: sequences that combine email, LinkedIn, call, SMS, WhatsApp, task, and Zapier steps; the Reply Data B2B database for finding prospects; a consolidated inbox with AI-assigned reply categories; MailToaster email warm-up; native CRM integrations (Salesforce, HubSpot, Pipedrive, Copper); the Findy Chrome extension; and Jason AI — an AI SDR that builds and runs campaigns. This documentation is written so a person or an AI agent can decide whether Reply fits a task, understand the rules it will follow, and jump straight to implementation. Status labels. Every page carries a status. Reviewed pages are grounded in Reply's product documentation; pages still labeled Placeholder are structural scaffolding — treat their detailed claims as unverified until the label is removed. Follow the journey - {rocket} What can you build? — AI SDRs, prospecting agents, outbound systems - {bot} Build an AI SDR — the flagship workflow, end to end - {zap} Capabilities — can Reply do the task you need? - {compass} When to use Reply — and when not to Go deeper - {sparkles} Core concepts — mechanism explainers: deliverability, warm-up, sequence design - {box} Specifications — what each product object is - {scale} Behavior — the deterministic logic Reply applies - {route} Playbooks — situation recipes for common outbound scenarios - {wrench} How to — configure it in the product - {lifebuoy} Troubleshooting — why did it not work? - {table} Reference — exact statuses, limits, calculations - {book} Agent index — the compact map for machines How this site is organized Section Question it answers --- --- Start What is Reply, and how do the underlying mechanisms work? Capabilities Can Reply do this? Workflows How does the complete outcome work — and what should I do in my situation? How to How do I configure it — and why did it fail? Behavior What deterministic logic applies? Specifications Wh" }, { "title": "Start here", "description": "The orientation section — what Reply is, what you can build with it, when to use it, how it works, and the compact index built for AI agents.", "question": null, "url": "/start", "md": "/start.md", "tab": "Start", "group": "Orientation", "type": "start", "status": "reviewed", "headings": [ "The intended journey", "Related", "Build with Reply" ], "answers": [], "body": "Six short pages take you from \"what is this?\" to \"I know exactly where to go next.\" - {book} What is Reply? — the platform in concrete terms - {rocket} What can you build? — systems Reply can power - {compass} When to use Reply — the honest fit test - {route} How Reply works — the system-level flow - {layers} Product map — every module and object in one view - {bot} Agent index — the compact, machine-first summary The intended journey Related - Capabilities — the selection layer - Workflows — the outcome layer Build with Reply - REST API: docs.reply.io · Agent surfaces: agents.reply.io" }, { "title": "What is Reply?", "description": "Reply is a sales engagement platform — prospect data, contact management, multichannel outreach execution, reply handling, deliverability, analytics, and an AI SDR.", "question": "What is Reply.io?", "url": "/start/what-is-reply", "md": "/start/what-is-reply.md", "tab": "Start", "group": "Orientation", "type": "start", "status": "reviewed", "headings": [ "What Reply is not", "Getting an account", "The four Reply properties", "Related", "Build with Reply" ], "answers": [ "what is Reply.io", "what does the Reply sales engagement platform do", "what is Jason AI in Reply", "what modules does Reply provide" ], "body": "Reply is infrastructure for outbound sales. In concrete modules: Module What Reply provides --- --- Prospect data Reply Data (Realtime B2B Data): live contact information from LinkedIn based on your filters — including Sales Navigator URL import, keywords, and exclusion filters — saved to lists and sequences on Reply credits. See Prospect search and enrichment Contacts and accounts The People section: contacts with lists, custom fields, import/export, and advanced filters; accounts group contacts by company with stages such as New, Qualified, Meeting Booked, and Closed-Won. Deduplication runs on the contact identifier chosen at import Sequences Sequences combine Email (automatic and manual), Call, SMS (automatic and manual), WhatsApp, LinkedIn (automatic and manual), Zapier, Task, and Condition steps with A/B variants, variable-based personalization, and schedules — built from a template, from scratch, from an AI prompt, or by Jason AI SDR Email accounts and warm-up Connect Gmail, Outlook/Office 365, Exchange, or any IMAP/SMTP provider — the sending domain must be corporate, not generic. MailToaster warms up mailboxes with one warm-up seat per connected mailbox. See Email accounts and Deliverability Inbox The consolidated inbox gathers threads from all sequences and team members; an AI algorithm assigns categories such as Interested, Not interested, Not now, and Do not contact, custom categories can be added, and Jason AI can prepare draft replies. See Reply management Calls and SMS Cloud Calls places, records, and logs calls (with resolutions) directly in the platform from rented numbers; SMS steps run automatically or manually with a dedicated SMS Inbox for responses Tasks The Tasks page manages To Do, Call, LinkedIn, Manual Email, Manual SMS, WhatsApp, and Meeting tasks for you and your team, executed with the Chrome extension Meetings Booking links with availability windows, buffer times, and scheduling horizons; calendars connect through Google Calendar, Calend" }, { "title": "What can you build?", "description": "Systems Reply can power — an AI SDR, a prospecting agent, an outbound campaign generator, a sales inbox assistant, CRM outreach extensions, and internal outbound tools.", "question": "What can you build with Reply?", "url": "/start/what-can-you-build", "md": "/start/what-can-you-build.md", "tab": "Start", "group": "Orientation", "type": "start", "status": "reviewed", "headings": [ "Why one platform instead of five vendors", "Related", "Build with Reply" ], "answers": [ "what can you build with Reply", "can I build an AI SDR on Reply", "what systems does the Reply platform power", "can agents build outbound tools on Reply" ], "body": "Reply exposes its whole loop — find, enrich, write, send, detect, respond, report — as a platform. These are the systems people and agents build on it: System What Reply covers You add Start at --- --- --- --- AI SDR Jason AI defines the ICP from your website, finds contacts in real time from LinkedIn data, builds multichannel sequences, personalizes messages, adds contacts daily on Autopilot, and answers replies as drafts for review or automatic sends Qualification bar, routing, approval policy Build an AI SDR Prospecting agent Realtime B2B Data search with Sales Navigator URL import, keyword and exclusion filters, optional phone-number finding, and dedup against contacts already saved The ICP logic and scoring Find prospects from an ICP Outbound campaign generator Sequence creation from templates, from scratch, or from an AI prompt; A/B variants; launch controls; per-step statistics Campaign strategy, content approval Launch an outbound campaign Sales inbox assistant A consolidated inbox with AI-assigned interest categories (Interested, Not interested, Not now, Do not contact) and Jason AI draft replies Routing rules, tone decisions Process positive replies CRM outreach extension Native Salesforce, HubSpot, Pipedrive, and Copper integrations, plus Zapier Field ownership, trigger logic Sync Reply with a CRM Campaign optimization agent Sequence Stats and the Reports dashboards on shared metric definitions, down to step and A/B variant The decision policy Analyze campaign performance Internal outbound system The same objects operated over the REST API and the MCP server, behind your own UI The UI and orchestration Agent index Why one platform instead of five vendors An agent assembling search + enrichment + sending + inbox + analytics from separate vendors inherits five auth systems and five failure surfaces. On Reply the objects chain: a Live Data search saves contacts to a list or straight into a sequence, a reply to a sequence email stops the contact's automation " }, { "title": "When to use Reply", "description": "The honest fit test — use Reply when you need prospect data plus outreach execution with state management; look elsewhere for transactional email or CRM-grade pipeline.", "question": "When should I use Reply?", "url": "/start/when-to-use-reply", "md": "/start/when-to-use-reply.md", "tab": "Start", "group": "Orientation", "type": "start", "status": "reviewed", "headings": [ "Use Reply when", "Reply is especially suitable when", "Boundaries to know before committing", "Reply may not be suitable when", "What Reply provides vs. what you build", "Supported channels and interfaces", "Related", "Build with Reply" ], "answers": [ "when should I use Reply.io", "is Reply a good fit for outbound sales", "what is Reply not suitable for", "can Reply replace a CRM" ], "body": "Use Reply when - The application needs prospect search and outreach execution in one platform — a Live Data search can save contacts straight into a sequence. - You need email and LinkedIn workflows coordinated , with a reply to a sequence email stopping the contact's automation by default. - You need contact, sequence, and inbox state management — enrollment, statuses, stages, stopping rules — not just message delivery. - You do not want to build mailbox scheduling, rotation, warm-up, reply detection, and campaign statistics from scratch. - An AI agent operates the system : the platform is exposed over API, MCP, CLI, and skills, and the MCP server connects to models and platforms such as Claude, ChatGPT, n8n, and Make.com. Reply is especially suitable when - An AI SDR is the goal — Jason AI defines the ICP from your website, finds contacts in real time, builds the sequence, personalizes messages, and handles replies as drafts for review or automatic sends. Jason AI SDR sequences require an AI SDR plan. - Outbound must start fast — sequences can be generated from a template, an AI prompt, or Jason AI rather than built step by step. Boundaries to know before committing Boundary Value --- --- Sending domain Must be corporate — generic domains (personal free-mail addresses) are not suitable for connected email accounts Emails per day per email account 400 on paid plans, 200 on trial — see Limits LinkedIn automation Maximum 100 actions per day per action type API 15,000 requests per month, 10 seconds minimum between calls Trial 14 days: 2 mailboxes, 300 active contacts, 50 Reply credits Contact storage 100,000 by default; support can raise it CSV import CSV UTF-8 only, up to 10,000 rows per file, First Name required SMS A single SMS is limited to 160 characters; longer texts send as multiple messages Cloud Calls Must be enabled and funded (minimum $10 wallet balance) before calling Reply may not be suitable when Need Better fit --- --- Transactional email (receipts, not" }, { "title": "How Reply works", "description": "The system-level flow — prospect data becomes contacts and lists, sequences execute through accounts on schedules, replies land in the inbox, analytics closes the loop.", "question": "How does Reply work?", "url": "/start/how-reply-works", "md": "/start/how-reply-works.md", "tab": "Start", "group": "Understand", "type": "start", "status": "reviewed", "headings": [ "The flow", "Each stage in one sentence", "Where the AI SDR sits", "Related", "Build with Reply" ], "answers": [ "how does Reply.io work", "what is the Reply system flow", "how do sequences and the inbox connect in Reply", "where does Jason AI sit in Reply" ], "body": "The flow Each stage in one sentence 1. Prospect data — Live Data search finds contacts from LinkedIn data by your filters, enrichment and email verification fill gaps, and CSV imports (UTF-8, up to 10,000 rows per file) bring your own records. 2. Contacts and lists — every import row deduplicates on the contact identifier you choose (Email, Last Name, or Phone) into one base, segmented by lists and grouped into accounts. 3. Sequences — steps define what happens across channels, with A/B variants and per-step delays; enrollment decides who it happens to. 4. Execution — sequence execution walks contacts through steps inside schedules and limits (400 emails per account per day on paid plans), selecting accounts per the mailbox rule. 5. Replies — detection stops the contact and routes the conversation to the consolidated inbox, where reply management applies AI-assigned categories and Jason AI can draft answers. 6. Analytics — the sequence Stats tab counts key metrics per prospect (a contact counts once across steps), and the Reports dashboards break performance down by channel and team on shared definitions. Where the AI SDR sits Jason AI is not a separate pipeline — it drives this same machine: it defines the ICP from your website, finds contacts in real time, generates the multichannel sequence, personalizes each message, adds new contacts daily on Autopilot, and handles replies as drafts for review or automatic sends — with approval wherever you keep humans in the loop. Related - Product map — the same system as a module inventory - Build an AI SDR — this flow as a build guide - Entity relationships Build with Reply - REST API: docs.reply.io · Agent surfaces: agents.reply.io" }, { "title": "Product map", "description": "Every Reply module in one view — data, outreach, execution, conversation, AI, intelligence, and platform layers, each linked to where it is documented on this site.", "question": "What modules does Reply include?", "url": "/start/product-map", "md": "/start/product-map.md", "tab": "Start", "group": "Understand", "type": "start", "status": "reviewed", "headings": [ "Map", "Module index", "Related", "Build with Reply" ], "answers": [ "what modules does Reply have", "what is the Reply product map", "what objects exist in Reply", "which layer does each Reply module belong to" ], "body": "Map Module index Module What it does Documented at --- --- --- Reply Data (Realtime B2B Data) Live contact information from LinkedIn by your filters — Sales Navigator URL import, keywords, exclusions, optional phone-number finding — saved to lists and sequences on Reply credits Prospect search · Prospect data Contacts and lists Individual records with custom fields, import/export, advanced filters, and list segmentation; deduplicated on the import identifier Contacts · Lists · Contact management Accounts Group contacts by company (one contact belongs to one account) with stages such as New, Qualified, Meeting Booked, Closed-Won Companies Enrichment and verification Fill missing contact data and verify email addresses before sending Data enrichment Sequences Multichannel step chains — Email, Call, SMS, WhatsApp, LinkedIn, Zapier, Task, Condition — with A/B variants, Action and Merge controls, and per-step delays Sequences · Sequence steps · Sequence execution Templates and variables Personalization placeholders (contact, team, custom, and advanced conditional variables) in email, LinkedIn, SMS, WhatsApp, and call steps Sequence design Schedules Sending windows that control when steps execute Schedules · Sending schedules Email accounts and warm-up Gmail, Outlook/Office 365, Exchange, and IMAP/SMTP connections on corporate domains; MailToaster warm-up with a seat per connected mailbox Email accounts · Email warm-up · Deliverability Inbox Consolidated threads from all sequences and team members, AI-assigned interest categories plus custom categories, AI draft replies Inbox · Conversations · Reply management Cloud Calls In-platform calling from rented numbers with recording, notes, and call resolutions Multichannel outreach SMS Automatic and manual SMS steps with a dedicated SMS Inbox (160 characters per single message) Multichannel outreach Tasks To Do, Call, LinkedIn, Manual Email, Manual SMS, WhatsApp, and Meeting tasks with filters and bulk actions, executed via the" }, { "title": "Core concepts", "description": "How outbound actually works — deliverability, sender reputation, sequencing, and AI SDRs explained as mechanisms, independent of any product.", "question": "How do the mechanisms behind outbound outreach actually work?", "url": "/learn", "md": "/learn.md", "tab": "Start", "group": "Understand", "type": "learn", "status": "reviewed", "headings": [ "Deliverability mechanics", "Outreach and AI", "How these pages are written", "Related" ], "answers": [ "how does email deliverability actually work", "how does an AI SDR work", "how does sender reputation work", "how does email warm-up work" ], "body": "These pages explain mechanisms, not features . Each one answers a \"how does X actually work\" question in product-neutral terms first, and only then links to the Reply implementation. If you want product behavior directly, go to Capabilities or Behavior. Deliverability mechanics - {mail} Email deliverability — What decides whether a message lands in the inbox, spam, or nowhere - {mail} Sender reputation — The score mailbox providers keep on every sending identity - {mail} Email warm-up — Why new mailboxes must earn volume gradually - {mail} SPF, DKIM, DMARC — What the three authentication records actually verify Outreach and AI - {compass} Sequence design — Cadence theory: steps, spacing, and channels that get answers - {compass} Multichannel strategy — Why channels compound instead of just adding up - {bot} The AI SDR model — Autonomy levels, what AI actually automates, and honest limits - {inbox} Reply classification — How incoming replies are sorted into intents, and why it is hard How these pages are written Every explainer follows the same shape: what the mechanism is, why it works that way, how it behaves in practice, common misconceptions, how Reply implements it, and where the mechanism itself breaks down. The product enters only in the second half — the first half stays true even if you never use Reply. Related - Capabilities — can Reply do X? - Behavior — the deterministic product logic - Playbooks — applied recipes for specific situations" }, { "title": "Email deliverability", "description": "The mechanism that decides whether an email lands in the inbox, the spam folder, or nowhere — filtering signals, placement, and what senders control.", "question": "How does email deliverability actually work?", "url": "/learn/email-deliverability", "md": "/learn/email-deliverability.md", "tab": "Start", "group": "Deliverability mechanics", "type": "learn", "status": "reviewed", "headings": [ "What it is", "Why it works this way", "How it behaves in practice", "Why messages bounce", "What moves open rate", "Common misconceptions", "How Reply implements this", "Where this breaks down", "Related", "Build with Reply" ], "answers": [ "how does email deliverability work", "why do cold emails go to spam", "what decides inbox placement", "how do spam filters score senders" ], "body": "What it is Deliverability is the probability that a sent email reaches the recipient's inbox rather than the spam folder or silent rejection. It is decided per message, per recipient, by the receiving mailbox provider — not by the sender's tooling. Why it works this way Mailbox providers optimize for their users, not for senders. Every incoming message is scored on layered signals: 1. Connection and infrastructure — the sending IP's history, reverse DNS, TLS. 2. Authentication — does the message pass SPF, DKIM, and DMARC for the claimed domain? 3. Sender reputation — the provider's running score for the domain and mailbox, built from past behavior. See Sender reputation. 4. Content — links, attachments, HTML weight, spam-pattern phrases. 5. Recipient engagement — do this provider's users open, reply to, and keep messages from this sender, or delete and report them? The scores combine into a routing decision: accept to inbox, accept to spam, defer, or reject. Providers deliberately keep the exact weights secret and shift them over time. How it behaves in practice - Delivery rate ≠ inbox placement. \"Delivered\" only means the receiving server accepted the message. Placement — inbox vs spam — is invisible in standard delivery metrics and must be measured with seed tests or engagement proxies. - Reputation is per domain, per mailbox, and per IP — damage to one sending mailbox can spread to its domain. - Engagement compounds. Replies are the strongest positive signal a cold sender can earn; spam reports are the strongest negative one. - Volume spikes read as abuse. A mailbox that jumps from 20 to 500 daily sends looks like a compromised account. This is why warm-up exists. - Thresholds appear at provider policy level: bulk-sender rules (such as Gmail and Yahoo's 2024 requirements) mandate authentication, one-click unsubscribe, and spam-rate ceilings around 0.3%. - Reputation is not one number. Gmail, Outlook, and every other provider score you from how their users treat y" }, { "title": "Sender reputation", "description": "The running score mailbox providers keep on every sending domain, mailbox, and IP — what feeds it, how fast it moves, and how it is repaired.", "question": "How does sender reputation work?", "url": "/learn/sender-reputation", "md": "/learn/sender-reputation.md", "tab": "Start", "group": "Deliverability mechanics", "type": "learn", "status": "reviewed", "headings": [ "What it is", "Why it works this way", "How it behaves in practice", "Common misconceptions", "How Reply implements this", "Where this breaks down", "Related", "Build with Reply" ], "answers": [ "how does sender reputation work", "what damages email sender reputation", "how long does sender reputation take to recover", "does domain reputation transfer to a new mailbox" ], "body": "What it is Sender reputation is the score a receiving provider assigns to the identities behind a message: the sending domain , the individual mailbox , and the IP address . There is no single public number — Gmail, Outlook, and Yahoo each keep their own, and each sees only the traffic you send to them. Why it works this way Providers need a cheap early signal before doing expensive content analysis. Identity history is that signal. The main inputs: Input Direction Weight --- --- --- Replies and forwards Up Strongest positive Opens and \"not spam\" rescues Up Moderate Spam reports Down Strongest negative Hard bounces Down Strong — signals a bought or stale list Volume consistency Up Steady patterns read as legitimate Volume spikes Down Read as compromise or abuse Authentication failures Down See SPF, DKIM, DMARC Spam-trap hits Down Severe — proves the list was not opt-in How it behaves in practice - Asymmetric speed. Weeks to build, days to destroy. A single mass send to a bad list can undo a quarter of careful sending. - Scoped but leaky. Mailbox reputation sits under domain reputation; burning one mailbox stains the domain, which is why cold outreach uses separate sending domains. - Per-provider. A domain can be clean at Gmail and burned at Outlook, because each provider scores only what it observes. - Postmaster tools show a shadow of it. Google Postmaster Tools reports domain reputation in coarse bands (High/Medium/Low/Bad) — directional, not real-time. Common misconceptions Belief Reality --- --- \"New domain = clean slate forever\" A new domain has no reputation, which is itself suspicious until warmed \"Reputation belongs to the tool\" It belongs to your domain, mailboxes, and IPs — it follows you between tools \"Low volume means safe\" Low volume to bad lists still hits spam traps and reports \"One spam report is fatal\" Providers work in rates, not single events — the bulk-sender ceiling is around a 0.3% spam rate How Reply implements this Reply protects reputation w" }, { "title": "Email warm-up", "description": "The gradual ramp that teaches mailbox providers to trust a new sender — ramp curves, engagement simulation, and the maintenance floor that follows.", "question": "How does email warm-up work?", "url": "/learn/email-warm-up", "md": "/learn/email-warm-up.md", "tab": "Start", "group": "Deliverability mechanics", "type": "learn", "status": "reviewed", "headings": [ "What it is", "Why it works this way", "How it behaves in practice", "Common misconceptions", "How Reply implements this", "Where this breaks down", "Related", "Build with Reply" ], "answers": [ "how does email warm-up work", "how long does email warm-up take", "can you skip warm-up on a new domain", "why do new mailboxes need warm-up" ], "body": "What it is Warm-up is the controlled ramp of sending activity on a new mailbox or domain, designed to build sender reputation before real outreach begins. It has two parts: a gradual volume increase, and simulated engagement — warm-up tools exchange messages across a network of peer inboxes that open, reply, and rescue mail from spam. Why it works this way Providers have no history for a new identity, so they assume the worst. A fresh mailbox that immediately sends hundreds of emails looks exactly like a compromised account — sudden volume is the primary signature of abuse. Providers therefore throttle or spam-folder unknown senders until weeks of consistent, engaged-with sending prove the identity is legitimate. Warm-up manufactures that history deliberately. How it behaves in practice - Typical ramp curve. Start around 5-10 emails per day, increase roughly 10-20% per day, and reach target volume in about 3-8 weeks depending on goal and domain age. - Engagement is simulated first. Peer-network replies and spam rescues supply positive signals before real prospects exist to provide them. - \"Done\" is a state, not a date. Warm-up is finished when volume is at target, placement is stable, and engagement holds — not after a fixed number of days. - Keep a maintenance floor. A mailbox that stops warm-up entirely cools down; most programs keep a low background level running alongside real sending. - Domain and mailbox warm separately. A warmed domain shortens, but does not remove, the ramp for a new mailbox on it. Common misconceptions Belief Reality --- --- \"Warm-up is a one-time setup\" Reputation decays; paused or seasonal mailboxes cool and need re-warming \"Warm-up tools guarantee inbox placement\" They build history; list quality, targeting, and content still decide placement \"A good domain lets you skip warm-up\" Reputation is also scoped per mailbox — a new mailbox still starts near zero \"A faster ramp gets results sooner\" Volume spikes read as compromise and can reset " }, { "title": "SPF, DKIM, DMARC", "description": "What each email authentication record verifies, how DMARC alignment ties them to the From domain, and the failure modes that break them.", "question": "What do SPF, DKIM, and DMARC actually verify?", "url": "/learn/spf-dkim-dmarc", "md": "/learn/spf-dkim-dmarc.md", "tab": "Start", "group": "Deliverability mechanics", "type": "learn", "status": "reviewed", "headings": [ "What it is", "Why it works this way", "How it behaves in practice", "Common misconceptions", "How Reply implements this", "Where this breaks down", "Related", "Build with Reply" ], "answers": [ "what does spf verify", "how does dkim signing work", "why is dmarc alignment required", "does forwarding break spf or dkim" ], "body": "What it is Three DNS records that let a receiving server verify who sent a message: - SPF publishes which servers may send mail for the envelope sender domain (the Return-Path). The receiver checks the connecting IP against that list. - DKIM adds a cryptographic signature over selected headers and the body. The receiver verifies it with a public key published in the sender's DNS. - DMARC ties both to the visible From address: it requires SPF or DKIM to pass and align with the From domain, sets a policy for failures, and requests reports. Why it works this way SMTP itself verifies nothing — anyone can put any address in the From header. SPF and DKIM each authenticate a domain, but not necessarily the one the recipient sees. DMARC closes that gap with alignment: the authenticated domain must match the From domain. That is what makes spoofing detectable rather than merely discouraged. How it behaves in practice - Alignment is the whole point. SPF can pass for bounce.example.net while the From says example.com — DMARC fails that message. - Policy escalates. p=none only monitors, p=quarantine sends failures to spam, p=reject refuses them outright. - All three are now mandatory at scale. Gmail and Yahoo's 2024 bulk-sender rules require SPF, DKIM, and DMARC for senders above roughly 5,000 messages per day. - SPF has a 10-DNS-lookup limit. Each include: costs lookups; stacking sending tools silently breaks SPF past ten. - Forwarding breaks SPF but usually not DKIM. A forwarder sends from a new IP, failing SPF; the DKIM signature travels inside the message and survives unless content is modified. Common misconceptions Belief Reality --- --- \"SPF verifies the From address\" It verifies the envelope sender; only DMARC alignment connects it to the visible From \"DKIM encrypts the message\" It signs the message — proving origin and integrity, hiding nothing \"p=none does nothing, so skip DMARC\" p=none still unlocks reporting and satisfies bulk-sender requirements \"Authentication is " }, { "title": "Sequence design", "description": "Cadence mechanics for outbound — touch counts, spacing, diminishing returns, and why a sequence that reacts to replies beats a fixed drip campaign.", "question": "How should an outbound sequence be designed?", "url": "/learn/sequence-design", "md": "/learn/sequence-design.md", "tab": "Start", "group": "Outreach and AI", "type": "learn", "status": "reviewed", "headings": [ "What it is", "Why it works this way", "How it behaves in practice", "Common misconceptions", "How Reply implements this", "Where this breaks down", "Related", "Build with Reply" ], "answers": [ "how many touches should a sequence have", "how far apart should sequence steps be", "why do multiple touches get more replies", "what makes a sequence stop" ], "body": "What it is A sequence is an ordered series of outreach touches — emails, and often other channels — with defined timing between steps and rules for when to stop. The term matters: a sequence is not a drip campaign, because a sequence reacts to replies and stops, while a drip campaign sends on a fixed calendar regardless of response. Why it works this way A single email competes with a full inbox on one arbitrary day. Attention is intermittent, so repeated, spaced touches multiply the chance of landing in a moment when the prospect can respond. Reported patterns are consistent: most replies typically arrive after steps two to four, not from the first email. Each touch also builds recognition — the third mention of your name reads differently from the first. How it behaves in practice - Spacing. Two to four business days between steps is the common working range — close enough to be remembered, far enough not to crowd. - Diminishing returns. Reply probability per step falls; after around five to eight touches, added steps mostly add unsubscribes and spam reports. - Personalization vs volume. Deep personalization raises per-message reply rates but caps throughput; the practical pattern is layered — personalize early steps, template later ones. - A/B variants. Testing one variable per step (subject, opener, ask) isolates what moves replies; testing everything at once isolates nothing. - Stop rules define the sequence. Reply, bounce, unsubscribe, and meeting booked each end outreach immediately — continuing past a reply is the fastest way to burn trust. Common misconceptions Belief Reality --- --- \"One great email beats a sequence\" Most replies typically arrive at steps two to four — the follow-ups do the work \"A sequence is just a drip campaign\" A drip sends on a calendar regardless; a sequence stops the moment the prospect responds \"More follow-ups always help\" Returns diminish after around five to eight touches; past that you mostly buy spam reports \"Personalize every" }, { "title": "Multichannel strategy", "description": "Why layered channels outperform any single one — attention recapture, identity signals, and the orchestration rules that keep touches from colliding.", "question": "Why does multichannel outreach work better than email alone?", "url": "/learn/multichannel-strategy", "md": "/learn/multichannel-strategy.md", "tab": "Start", "group": "Outreach and AI", "type": "learn", "status": "reviewed", "headings": [ "What it is", "Why it works this way", "How it behaves in practice", "Common misconceptions", "How Reply implements this", "Where this breaks down", "Related", "Build with Reply" ], "answers": [ "why does multichannel outreach work", "how do email and linkedin touches combine", "what order should outreach channels follow", "does channel switching improve reply rates" ], "body": "What it is Multichannel strategy runs one conversation across several channels — typically email, LinkedIn, and phone — inside a single sequence. Each channel keeps its own strengths: email reaches anyone at scale, LinkedIn attaches a face, a title, and mutual context to your name, and a call adds an immediacy nothing asynchronous matches. Why it works this way Channels compound because their weaknesses do not overlap. Email is easy to ignore in bulk; a profile view or connection request is personal and hard to batch-delete; a call interrupts. Switching channels also recaptures attention: a prospect who has tuned out your emails still notices a new channel, and the earlier email touches make your name familiar when they do. Recognition earned on one channel transfers to the next. How it behaves in practice - A typical pattern. Email → LinkedIn profile view → connection request → email follow-up → call. Soft touches build familiarity before the direct ask. - Orchestration rules prevent collisions. The same ask on two channels in one day reads as pressure, not persistence — spacing applies across channels, not per channel. - LinkedIn carries platform limits. Connection requests and messages are rate-capped, so LinkedIn touches are spent on the highest-value moments. - Channels report differently. Email gives delivery and reply signals, LinkedIn shows acceptance, calls give live resolution — reading them together is the point. Common misconceptions Belief Reality --- --- \"More channels means more volume\" It means the same conversation on more surfaces — volume rules still apply per channel \"Repeat the message everywhere\" Repetition across channels on the same day reads as pressure; each touch should add something \"LinkedIn replaces email\" LinkedIn is rate-capped and identity-bound; email still carries the scale \"Calls are obsolete\" A call converts warmed attention into a decision faster than any written channel How Reply implements this Reply's multichannel capability " }, { "title": "The AI SDR model", "description": "What an AI SDR automates and what it cannot — autonomy levels from drafts-for-approval to supervised autonomy, and the limits that keep humans in the loop.", "question": "What does an AI SDR actually automate?", "url": "/learn/ai-sdr-model", "md": "/learn/ai-sdr-model.md", "tab": "Start", "group": "Outreach and AI", "type": "learn", "status": "reviewed", "headings": [ "What it is", "Why it works this way", "How it behaves in practice", "Common misconceptions", "How Reply implements this", "Where this breaks down", "Related", "Build with Reply" ], "answers": [ "what does an ai sdr automate", "how much autonomy should an ai sdr have", "can an ai sdr run without human approval", "why do ai sdrs need approval gates" ], "body": "What it is An AI SDR is software that runs the outbound loop a human SDR runs: build a prospect list, research each person, draft a personalized message, send it on a schedule, triage what comes back, and book the meeting. What it does not supply is the strategy underneath — who to target, what to offer, whether the product fits the market, and what to do when a reply falls outside every pattern it knows. Why it works this way Most of an SDR's day is pattern work: find people who match a profile, gather the same few facts, adapt a template, log what happened. Language models make each of those steps automatable — but they are probabilistic, and occasionally confident and wrong. So autonomy is granted in levels, each one widening what the system may do alone: - L1 — drafts for approval. The system prepares everything; a human approves each message before it sends. - L2 — sends with a review queue. Routine messages go out automatically; flagged ones wait for review. - L3 — autonomous with escalation. The system runs end to end and escalates only edge cases — unusual replies, sensitive accounts, low-confidence drafts. How it behaves in practice - Approval gates exist because of hallucination risk. A fabricated detail in a \"personalized\" opener is worse than no personalization — review catches what confidence scores miss. - The quality floor is the data. Research and drafting inherit the accuracy of the underlying data; enrichment errors become personalization errors, at volume. - Autonomy is earned per playbook. Teams typically start at L1, watch precision for a few weeks, and widen autonomy where the system proves reliable. - Escalation keeps humans on exceptions. The human role shifts from writing every message to judging the cases the system cannot. Common misconceptions Belief Reality --- --- \"An AI SDR replaces sales strategy\" It executes strategy; targeting, offer, and positioning remain human inputs \"Full autonomy is the goal\" Matching autonomy to proven reliabi" }, { "title": "Reply classification", "description": "How incoming replies get sorted into intents, why natural language resists clean sorting, and what one misclassification costs an outreach system.", "question": "How does reply classification work?", "url": "/learn/reply-classification", "md": "/learn/reply-classification.md", "tab": "Start", "group": "Outreach and AI", "type": "learn", "status": "reviewed", "headings": [ "What it is", "Why it works this way", "How it behaves in practice", "Common misconceptions", "How Reply implements this", "Where this breaks down", "Related", "Build with Reply" ], "answers": [ "how are email replies classified", "what intents does reply classification detect", "why is reply classification hard", "does an out-of-office reply stop a sequence" ], "body": "What it is Reply classification reads each incoming response to outreach and assigns it an intent. The working taxonomy is stable across the industry: - Interested — wants to talk; route to a human fast. - Not interested — a clear no; stop outreach and record the outcome. - Ask later — a timing objection; pause and resurface at the named time. - Referral — points to a colleague; a new contact, not a dead end. - Out-of-office — automatic; outreach should continue after the return date. - Unsubscribe — a legal signal, not a preference; suppress everywhere, permanently. - Bounce-as-reply — a delivery failure arriving as a reply; mark the address invalid. Why it works this way Each intent demands a different action, and several are opposites: an out-of-office should not stop outreach, an unsubscribe must. A single \"replied\" flag cannot drive automation safely, so classification sits between the inbox and every downstream rule — stopping, pausing, routing, suppressing. How it behaves in practice - Language misleads. \"Great, just what I needed — another cold email\" is positive words carrying negative intent. - Replies mix intents. \"Not the right person, try Ana — and take me off your list\" is a referral and an unsubscribe in one message. - Forwarded threads confuse attribution. The reply may come from someone you never contacted, quoting the person you did. - Automatic replies mimic humans. Out-of-office messages with personal tone and personal replies with template structure cross in both directions. - Precision and recall trade off. Tightening \"interested\" precision drops warm-but-vague replies; loosening it floods humans with false positives. Common misconceptions Belief Reality --- --- \"Any reply means stop the sequence\" An out-of-office should not stop outreach; only genuine responses should \"All misreads cost the same\" Continuing past an unsubscribe risks compliance; stopping on an out-of-office loses one prospect \"Keyword rules are enough\" Sarcasm, mixed intents, a" }, { "title": "Agent index", "description": "The compact map of Reply for AI agents — what the platform is, core capabilities and workflows, key rules, interface entry points, and every machine-readable file.", "question": "How does an AI agent use Reply?", "url": "/start/agent-index", "md": "/start/agent-index.md", "tab": "Start", "group": "For agents", "type": "start", "status": "reviewed", "headings": [ "Can Reply do the task?", "Sections of this site", "Core workflows", "Core objects", "Behavior that will surprise you if unread", "Interfaces", "Machine entry points on this site", "Known limitations", "Related" ], "answers": [ "how can an AI agent operate Reply", "what machine-readable entry points does how.reply.io provide", "which Reply interfaces are live for agents", "what should an agent read first about Reply" ], "body": "Reply is a sales engagement platform : the Reply Data B2B database with live search and enrichment, deduplicated contact management, multichannel sequences (email, LinkedIn, calls, SMS, WhatsApp, tasks, Zapier and condition steps), a consolidated inbox with AI-assigned reply categories, deliverability protection with MailToaster warm-up, analytics, and an AI SDR (Jason AI) that runs the loop with drafts-for-review or automatic sends. This page is the compact index; every claim links to its page. Can Reply do the task? Task Page --- --- Find prospects by ICP Prospect search Manage contacts without duplicates Contact management Fill missing emails/phones Data enrichment Send automated email sequences Email outreach Automate LinkedIn touches LinkedIn outreach Coordinate channels in one flow Multichannel outreach Detect and answer replies Reply management Report performance Campaign analytics Protect sender reputation Deliverability Run the whole loop with AI AI SDR Sections of this site Start · Capabilities · Workflows · How to · Behavior · Specifications · Reference Group landings inside those sections: Core concepts (in Start) · Playbooks (in Workflows) · Troubleshooting (in How to) Page statuses: placeholder (structural scaffolding, claims unverified) → reviewed (grounded in Reply's product documentation) → verified (checked against the live product). Core workflows Build an AI SDR · Find prospects from an ICP · Launch an outbound campaign · Process positive replies · Sync Reply with a CRM Core objects Contacts · Sequences (the product also calls them campaigns) · Email accounts · Schedules · Inbox · Jason AI: Offers, Playbooks, Knowledge bases Behavior that will surprise you if unread - A reply to a sequence email sets Replied and Finished and stops the contact's automation, unless Continue processing steps is enabled — Reply detection · Sequence stopping - The contact identifier chosen at import (Email, Last Name, or Phone) is the dedup key — matching rows update " }, { "title": "Capabilities", "description": "Can Reply do the task you need? Each capability page states what Reply can and cannot do, required inputs, outputs, limits, and when to choose something else.", "question": null, "url": "/capabilities", "md": "/capabilities.md", "tab": "Capabilities", "group": "Overview", "type": "capability", "status": "reviewed", "headings": [ "Data and prospecting", "Outreach channels", "Replies, analytics, AI", "Planned", "Related", "Build with Reply" ], "answers": [], "body": "A capability page answers the selection question — can Reply perform this task? — before you read any implementation detail. Every page states what Reply can and cannot do, the inputs it needs, the limits that apply, what you still build yourself, and links straight to the workflow, specifications, and API/MCP/CLI surfaces that implement it. Data and prospecting - {database} Prospect search — find people and companies by ICP criteria in Reply Data - {users} Contact management — contacts, companies, lists, stages, deduplication - {sparkles} Data enrichment — fill emails, phones, and profile fields Outreach channels - {mail} Email outreach — sequences, variants, tracking, limits, scheduling - {send} LinkedIn outreach — visits, connections, messages, InMail - {route} Multichannel outreach — email, LinkedIn, calls, SMS, WhatsApp in one flow Replies, analytics, AI - {inbox} Reply management — detection, classification, AI-drafted responses - {chart} Campaign analytics — per-sequence, per-channel, per-team reporting - {shield} Deliverability — warmup, domain health, safety limits - {bot} AI SDR — Jason AI generates, launches, and runs outreach end to end Planned Calls, SMS, and WhatsApp are covered inside Multichannel outreach, and the shared inbox inside Reply management, until they get dedicated pages. Page Status --- --- Company search Not written Calls · SMS (dedicated pages) Not written Shared inbox Not written Meetings Not written CRM integration Not written Related - Workflows — complete outcomes built from these capabilities - When to use Reply — the honest fit assessment Build with Reply - REST API: docs.reply.io - MCP: agents.reply.io/mcp · CLI: agents.reply.io/cli · Skills: agents.reply.io/skills" }, { "title": "Prospect search", "description": "Reply's Live Data search finds LinkedIn-sourced contacts by ICP filters or a pasted Sales Navigator URL, reveals emails and phone numbers for credits, and saves results to lists or sequences.", "question": "Can Reply find prospects that match an ICP?", "url": "/capabilities/prospect-search", "md": "/capabilities/prospect-search.md", "tab": "Capabilities", "group": "Data and prospecting", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "Are found prospects deduplicated against my existing contacts?", "Can a search feed a running sequence?", "What do the search statuses mean?", "Can I reuse a previous search?", "Related", "Build with Reply" ], "answers": [ "can Reply find prospects by ICP", "how does Reply search for leads in Live Data", "does Reply reveal prospect emails and phone numbers", "can Reply import contacts from a Sales Navigator search", "how many credits does Reply Data use per contact" ], "body": "At a glance --- --- What it does Searches live LinkedIn-based B2B data by ICP filters, reveals emails and phone numbers, and saves results to lists or sequences Required objects Reply credits; optionally a destination list and/or sequence Surfaces UI (Data page) · REST API (coming soon) · MCP (partial — contact search live) Key limit Saving consumes Reply credits: 1 per contact without email, 2 with email, 3 per phone number Stops on A search finishes as Finished or No new contacts ; you can pause it at any time from Search History Does not Guarantee coverage of a specific person or company; convert every Sales Navigator filter; save contacts without credits; invent an ICP for you Plans All plans — every new user receives 50 Reply credits; Email Volume and Multichannel plans include 50 credits per month Summary Reply's Live Data search (Realtime B2B Data) finds contact information live from LinkedIn based on the filters you set. You see a preview of 5–7 matching contacts before spending anything, then launch the search and choose where results land: a list, a sequence, both, or directly into your account. A separate LinkedIn search import (Beta) extracts contacts from your own Sales Navigator searches and saved lists, and the Marketplace page lists data partners for sources Reply Data does not cover. Problems it solves - Sourcing new contacts without buying, exporting, and importing external CSV lists - Turning an existing Sales Navigator search into outreach-ready contact records - Keeping a sequence supplied with fresh contacts as a search finds them What Reply can do - Search live LinkedIn-based B2B data by job title, department, industry, location, keywords, and company criteria, with exclusion options for account lists, industries, locations, keywords, job titles, and departments - Convert a pasted LinkedIn Sales Navigator search URL into matching Reply filters — unsupported filters are skipped with a notice while the rest still apply - Restrict a search to spe" }, { "title": "Contact management", "description": "Reply stores contacts and company accounts with custom fields, stages, lists, smart filters, blacklists, and CSV import and export — one shared base that every sequence works from.", "question": "Can Reply act as the contact database for outreach?", "url": "/capabilities/contact-management", "md": "/capabilities/contact-management.md", "tab": "Capabilities", "group": "Data and prospecting", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "What is the difference between a stage and a status?", "Can a contact be in several lists and several sequences?", "Does blacklisting really stop sending?", "How does Reply avoid duplicate contacts?", "Related", "Build with Reply" ], "answers": [ "can Reply manage contacts and companies", "does Reply support custom fields", "how do lists work in Reply", "can Reply blacklist contacts and domains", "how do I filter contacts in Reply" ], "body": "At a glance --- --- What it does Stores and organizes contacts and company accounts — fields, stages, lists, filters, blacklists, bulk actions, CSV import and export Required objects A contact record; lists, accounts, and custom fields are optional structure on top Surfaces UI (People section) · REST API · MCP · CLI Key limit 50 custom fields per account (standard and AI combined); contact storage defaults to 100,000 Stops on Blacklisting — a blacklisted contact receives no sequence emails even when enrolled Does not Let one contact belong to two company accounts; let you create new stages (only edit the existing ones); provide CRM objects such as deals or forecasting Plans All plans; the whole base is shared with team members on Team Edition Summary The People section is Reply's contact hub: a grid of every contact added by you or your team, a Companies page (called Accounts in the app) that groups contacts by organization, and a Marketplace of data partners. On top of the base you get custom fields, editable stages, lists, quick and smart filters, bulk actions, blacklisting, and CSV export — the structure every sequence enrolls from. Problems it solves - One shared contact base instead of per-rep spreadsheets - Segmenting contacts for outreach — by list, stage, engagement, data gaps, or any custom field - Keeping people you must not contact reliably excluded from every sequence - Seeing the full history with a person — activity, past sequences, sent emails — in one card What Reply can do - Store contacts in a customizable grid with standard fields (name, email, company, title, location, phone, LinkedIn, timezone, owner, sequence, status) plus your own columns - Support up to 50 custom fields per account — Text (up to 4,000 characters), Number, and AI custom fields that generate a value from a prompt using contact data - Group contacts into company accounts with firmographic detail, account lists, account stages, and bulk actions (move to list, change owner, set st" }, { "title": "Data enrichment", "description": "Reply finds missing LinkedIn URLs, emails, and phone numbers for existing contacts, refreshes profile fields, fills AI custom fields from prompts, and validates addresses before sending.", "question": "Can Reply enrich contacts with missing emails and phone numbers?", "url": "/capabilities/data-enrichment", "md": "/capabilities/data-enrichment.md", "tab": "Capabilities", "group": "Data and prospecting", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "What do Valid, Risky, and Invalid mean?", "Can I put a contact with an Invalid email into a sequence?", "Does LinkedIn-step enrichment cost credits?", "Are Reply credits and email validation credits the same thing?", "Related", "Build with Reply" ], "answers": [ "can Reply find missing emails for contacts", "how does Reply validate email addresses", "does Reply enrich contacts automatically", "what are Valid Risky and Invalid email statuses", "how do AI custom fields get enriched" ], "body": "At a glance --- --- What it does Fills missing LinkedIn URLs, emails, and phone numbers; refreshes profile fields from LinkedIn; enriches AI custom fields; validates email addresses Required objects Existing contacts; Reply credits for enrichment and AI fields; email validation credits for validation Surfaces UI (People page, CSV import, sequence settings) · REST API (coming soon) · MCP (partial — enrichment settings live) Key limit 1 credit per LinkedIn URL, 2 per email, 3 per phone number; AI field enrichment also consumes Reply credits Stops on An empty credit balance blocks new enrichment; email validation runs one batch at a time Does not Overwrite existing emails or phone numbers during background enrichment; guarantee a result for every contact; send email to Invalid addresses Plans All plans — trial includes 50 Reply credits; paid plans include 50 per month; validation packages are a separate add-on Summary Reply enriches the contacts you already have: it finds missing LinkedIn URLs, email addresses, and phone numbers for Reply credits, refreshes profile and company fields from a contact's LinkedIn profile, and generates AI custom field values from prompts you define. A separate email validation service classifies every address as Valid, Risky, or Invalid before a sequence sends to it. Enrichment runs on demand from the People page, during CSV import, or automatically when LinkedIn sequence steps execute. Problems it solves - Lists with names but no reachable email or phone number - Stale job titles and company fields that break personalization - High bounce rates from unverified addresses — see Bounce handling - Research fields (one-line openers, firmographic answers) filled by AI instead of by hand What Reply can do - Find a contact's missing LinkedIn URL (1 credit), email address (2 credits), or phone number (3 credits) — individually, in bulk from the People page, or during CSV import - Try to fill job title and company name alongside a found LinkedIn UR" }, { "title": "Email outreach", "description": "Reply sends multi-step email sequences with A/B variants, variables and spintax, optional tracking, threaded follow-ups, three unsubscribe mechanisms, and throttled daily contact starts.", "question": "Can Reply send automated email outreach at scale?", "url": "/capabilities/email-outreach", "md": "/capabilities/email-outreach.md", "tab": "Capabilities", "group": "Outreach channels", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "How do follow-ups land in the same thread?", "What exactly happens when a prospect replies?", "Why are opens not being tracked?", "Who receives variant A versus variant B?", "Related", "Build with Reply" ], "answers": [ "does Reply support email automation", "how does Reply send cold email sequences", "can Reply stop sending when someone replies", "does Reply support A/B testing emails", "how does Reply personalize emails" ], "body": "At a glance --- --- What it does Multi-step email sequences with variants, personalization, tracking, threading, unsubscribe handling, and configurable reply behavior Required objects Contact with a valid email; connected email account; sequence with steps Surfaces UI · REST API · MCP · CLI Key limit 400 emails per day per email account on paid plans (200 on trial); sequence cap configurable up to 10,000 Stops on Reply (when replies handling is set to mark as finished); bounce; opt-out Does not Track opens or clicks in plain-text mode; thread follow-ups when the Step 1 subject carries a \"Re:\" prefix; apply daily limits to Manual email steps Plans All plans Summary Reply executes multi-step email outreach: templated, personalized emails sent from your connected email accounts inside schedules and daily limits, with A/B variants, threaded follow-ups, three unsubscribe mechanisms, and reply handling you configure per sequence. Problems it solves - Follow-up discipline — steps happen without a human remembering - Sending infrastructure: account assignment, daily caps, delays, throttled contact starts - Copy testing with per-variant statistics - Personalization at scale through variables, fallbacks, and spintax rather than manual edits What Reply can do - Send sequences from one or several connected email accounts, with optional matching of contacts to sending accounts by email provider - Add A/B variants to any email step — clone, edit, pause, resume, or remove variants, and compare their statistics in the sequence Stats tab - Personalize with contact, team, custom, and advanced variables, including conditional logic and fallback values for missing data - Rotate wording with spintax — a Random variable picks one of your listed options per message sent - Send follow-ups in the same thread by leaving the follow-up subject line empty - Enforce sending discipline: max emails per day (up to 10,000), delay between sends, max daily emails per contact, and a same-domain daily c" }, { "title": "LinkedIn outreach", "description": "Reply automates nine LinkedIn action types — connections, messages, InMail, voice and AI voice messages, views, likes, endorsements, follows — under per-account safety limits.", "question": "Can Reply automate LinkedIn outreach?", "url": "/capabilities/linkedin-outreach", "md": "/capabilities/linkedin-outreach.md", "tab": "Capabilities", "group": "Outreach channels", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "What happens when a daily LinkedIn limit is reached?", "How does Reply know a connection request was accepted?", "Can I send a LinkedIn action without a sequence?", "Where do LinkedIn replies show up?", "What does LinkedIn Preview check before a step runs?", "How do I make an AI voice message sound human?", "Do I need Sales Navigator?", "Related", "Build with Reply" ], "answers": [ "can Reply automate LinkedIn connection requests", "how does Reply send LinkedIn messages", "does Reply support InMail automation", "what LinkedIn safety limits does Reply enforce", "can Reply send LinkedIn voice messages" ], "body": "At a glance --- --- What it does Automates LinkedIn actions inside sequences — connect, message, InMail, voice and AI voice messages, view, like, endorse, follow — plus one-off direct actions from the contact card Required objects Contact with a LinkedIn profile URL; connected LinkedIn account; sequence with LinkedIn steps Surfaces UI · REST API · MCP Key limit Up to 100 actions per day per action type; suggested ranges 25–35 (35–50 for messages); limit changes take effect the next day Stops on A reached daily safety limit pauses that action until the next day; a reply stops the contact per sequence settings Does not Message contacts outside your network (messages need a 1st-degree connection); send InMail without Sales Navigator; resend a revoked connection request for up to 3 weeks Plans LinkedIn seats are included on some plans and available as a paid add-on on others — check Plans and Billing for included and used seats Summary Reply runs LinkedIn as an automated channel inside sequences. Nine automatic step types cover the network-building ladder — view a profile, like recent posts, follow, endorse skills, send a connection request, then message, InMail, voice message, or AI voice message — with per-account safety limits that randomize daily volume to look natural. Connection acceptance is tracked as a status you can filter and branch on, and five action types can also be sent directly from a contact card without any sequence. Problems it solves - LinkedIn touches executed on time, at safe volume, without a person clicking through profiles - Multichannel sequences where LinkedIn warms up or follows up on email — see Run multichannel outreach - Knowing who accepted a connection request, and routing them differently when they did - Voice outreach at scale through AI-generated voice messages in your own voice profile What Reply can do - Automate nine LinkedIn step types: Message, Connect, InMail, View Profile, Like Recent Posts, Endorse Skills, Follow Profile, Voi" }, { "title": "Multichannel outreach", "description": "Reply mixes email, LinkedIn, call, SMS, WhatsApp, task, and Zapier steps in one sequence, branches on conditions, and compares channel performance in one dashboard.", "question": "Can Reply run outreach across email, LinkedIn, calls, SMS, and WhatsApp in one sequence?", "url": "/capabilities/multichannel-outreach", "md": "/capabilities/multichannel-outreach.md", "tab": "Capabilities", "group": "Outreach channels", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "How do manual steps move contacts forward?", "Can the sequence react to what a contact does?", "What happens to replies on non-email channels?", "Which channel performs best?", "Related", "Build with Reply" ], "answers": [ "can Reply mix email and LinkedIn in one sequence", "how does Reply coordinate multichannel outreach", "does Reply support calls SMS and WhatsApp steps", "can Reply branch sequences on conditions", "what channels does Reply support" ], "body": "At a glance --- --- What it does One sequence combining email, LinkedIn, calls, SMS, WhatsApp, to-do and meeting tasks, Zapier triggers, and Yes/No condition branches Required objects Contact; sequence; per-channel prerequisites — email account, LinkedIn account, rented phone number, funded Cloud Calls wallet Surfaces UI · REST API · MCP Key limit Each channel keeps its own caps — email daily limits, LinkedIn safety limits, 160 characters per single SMS Stops on Reply handling per sequence settings; optional pause on a successful call; a Zapier step can hold contacts until an external signal Does not Fully automate WhatsApp (semi-automated tasks); send automatic SMS to contacts without a phone number; allow more than one Zapier step per sequence Plans Channel availability varies — Cloud Calls and SMS require the calling feature and a rented number; LinkedIn requires a seat Summary A Reply sequence is not email-only: its steps can be automatic or manual emails, automatic or manual LinkedIn actions, call steps backed by built-in Cloud Calls, automatic or manual SMS, semi-automated WhatsApp tasks, to-do and meeting tasks, Zapier triggers into 7,000+ external apps, and condition steps that branch contacts into Yes/No paths on data or behavior. Channel results meet in one place — the Channel Efficiency dashboard. Problems it solves - Coordinating touches across channels in one timeline instead of three disconnected tools - Routing contacts by fit and signal — branch on email validation, LinkedIn connection status, opens, phone type, ICP score, and more - Calling at the moment of interest — trigger a call automatically after a set number of email opens - Comparing what actually books meetings, per channel, over time What Reply can do - Mix automatic and manual steps for email, LinkedIn, calls, SMS, and WhatsApp in one sequence, in any order - Create call tasks and place calls in-platform via Cloud Calls — record calls, take notes in the call widget, and log resolutions (d" }, { "title": "Calls and SMS", "description": "Reply places Cloud Calls through rented local numbers with recording, resolutions, and inbound transfer, and sends sequence SMS with pre-send phone validation and a dedicated SMS Inbox.", "question": "How do calls and SMS work in Reply?", "url": "/capabilities/calls-and-sms", "md": "/capabilities/calls-and-sms.md", "tab": "Capabilities", "group": "Outreach channels", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "Can I call prospects from my real phone number?", "Why did an automated SMS not go out to a contact?", "What happens when a prospect calls back?", "Who controls call recording and who can hear recordings?", "Related", "Build with Reply" ], "answers": [ "how do calls work in Reply", "can Reply send SMS in a sequence", "how do I rent a phone number in Reply", "does Reply record calls", "how does Reply validate phone numbers before SMS" ], "body": "At a glance --- --- What it does Cloud Calls from the app or Chrome extension, rented local numbers, call recording with consent handling, call resolutions, inbound call transfer, automatic calls on email opens, automated and manual SMS steps, phone-number validation, and an SMS Inbox Required objects A contact with a valid phone number; a sequence for call and SMS steps; a rented phone number Surfaces UI · REST API · MCP Key limit Up to 10 rented phone numbers by default (support can raise it); a single SMS is 160 characters — longer texts split into multiple messages Stops on A successful call longer than 6 seconds pauses further automated emails when Pause on successful call is on; landline or invalid phone numbers stop a contact on the automated SMS step with the Missing data status Does not Call from your own line (Custom Caller ID only masks the rented number, US and Canada); answer inbound calls with a live operator; send automated SMS to landline or invalid numbers; insert SMS opt-out language for you; text US numbers without A2P 10DLC registration Plans Requires the Cloud Calls feature enabled for the account and a funded wallet — number rental, calls, SMS, and phone validation are billed from the wallet Summary Reply runs the phone channel inside the same sequences that send email and LinkedIn touches. Cloud Calls places calls from the contact sidebar, the People tab of a sequence, the Chrome extension, or a dialer, through phone numbers rented in Reply. Calls are recorded with consent-aware rules, logged with resolutions that map to contact statuses, and reported with dispositions. SMS runs as an automated step (template, validated numbers only) or a manual task, and every SMS reply lands in the SMS Inbox and the contact's activity. How the channels combine is covered in Multichannel outreach. Problems it solves - Phone touches living outside the outreach system — call steps, tasks, notes, recordings, and outcomes stay on the same contact record as email " }, { "title": "Reply management", "description": "Reply collects replies into one team Inbox, classifies each thread by AI into intent categories, pauses out-of-office contacts, and drafts or sends responses with Jason AI.", "question": "Can Reply detect and handle replies automatically?", "url": "/capabilities/reply-management", "md": "/capabilities/reply-management.md", "tab": "Capabilities", "group": "Replies, analytics, AI", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "Which categories exist and who assigns them?", "Does a reply stop the sequence?", "When does Jason AI send without a human?", "How are out-of-office replies handled?", "Related", "Build with Reply" ], "answers": [ "how does Reply classify replies", "can Reply stop outreach when someone answers", "what are the inbox categories in Reply", "can Reply auto-respond to replies", "does Reply handle out-of-office replies" ], "body": "At a glance --- --- What it does One consolidated Inbox for reply threads, AI intent classification per thread, out-of-office handling, category-driven triggers, and AI-drafted or auto-sent responses Required objects A conversation (a contact's reply), the contact, and the originating sequence; a knowledge base for grounded AI answers Surfaces UI · REST API · MCP · CLI Key limit One inbox category per thread (Meeting intent is the only subcategory); AI responds only to the most recent message in a burst Stops on A reply stops or continues follow-ups per sequence settings; the Do not contact category never gets an AI response Does not Detect the return date inside an out-of-office email (uses one fixed resume delay for all); reply to teammates' threads by default; consolidate SMS into the email Inbox (SMS has its own inbox) Plans All plans; AI reply features are part of Jason AI Summary Every reply lands in the consolidated Inbox — one place for all threads from all sequences and team members. AI classifies each thread's tone into an intent category, out-of-office answers pause the contact automatically, triggers automate what happens next per category, and Jason AI can draft or send the response itself, grounded in your knowledge base and reply handlers. Problems it solves - Replies scattered across mailboxes and sequence tabs — one Inbox for the whole team - Finding the signal: interested and meeting-ready threads surfaced by classification, not by reading everything - Out-of-office noise pausing and resuming contacts by hand - Response speed: AI drafts waiting in the thread when you open it, or sent automatically for routine questions What Reply can do - Consolidate reply threads from all sequences and team members into one Inbox, with unread counters, search, filters by sequence, sending email, category, time, and team member, and bulk read/unread and categorization actions - Classify replies automatically by tone into inbox categories — Interested, Not intereste" }, { "title": "Campaign analytics", "description": "Reply reports per-sequence, per-step, and per-variant metrics plus dashboards for emails, LinkedIn, calls, channel efficiency, team performance, and agencies, with CSV export and period comparison.", "question": "Can Reply report campaign performance per sequence, step, and channel?", "url": "/capabilities/campaign-analytics", "md": "/capabilities/campaign-analytics.md", "tab": "Capabilities", "group": "Replies, analytics, AI", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "How are the rates actually calculated?", "Why is my sequence's meetings number lower than Team Performance?", "Can I compare this month to last month?", "What export formats exist?", "Related", "Build with Reply" ], "answers": [ "how does Reply track campaign performance", "what metrics does Reply report", "can Reply compare A/B variants", "does Reply report per channel statistics", "can Reply export statistics" ], "body": "At a glance --- --- What it does Sequence Stats tab plus Reports dashboards — Emails, LinkedIn, Calls, Channel Efficiency, Team Performance, Agency — with filters, charts, breakdowns, exports, and period comparison Required objects A sequence with activity; team and agency dashboards need Team Edition or agency setup Surfaces UI · REST API · MCP · CLI Key limit Key metrics are prospect-level — multiple emails to one contact count once Stops on Nothing — reporting is read-only Does not Modify contacts or sequences; count LinkedIn acceptance and reply rates for manual steps; show meetings booked outside email in sequence-level reports Plans All plans; Owners filter needs Team Edition; Agency dashboard is for agency accounts Summary Every sequence has a Stats tab with prospect-level key metrics (Total people, Contacted, Delivery rate, Open rate, Reply rate, Interested, Meetings booked, Opt-outs, Bounce rate, Not reached), a performance chart, and per-step Brief and Detailed views with an A/B variant toggle. The Reports section adds account-wide dashboards — Emails, LinkedIn, Calls, Channel Efficiency, Team Performance, and Agency — with filters, Trends period comparison, and CSV export. The formulas behind each rate are documented in Statistics calculation. Problems it solves - One consistent definition of open, reply, and bounce rates across sequences, dashboards, and exports - Copy decisions backed by per-step and per-variant numbers rather than gut feel - Channel and team comparisons — where replies and meetings really come from - Client reporting for agencies, with KPIs and per-team breakdowns What Reply can do - Report per-sequence key metrics — Total people, Contacted, Total accounts, Delivery rate, Open rate, Reply rate, Interested, Meetings booked, Opt-outs rate, Bounce rate, and Not reached (Out of Office + Bounced + Auto replied, with a hover breakdown) - Break metrics down per step in Brief or Detailed view, per A/B variant via a toggle, and over time in a c" }, { "title": "Deliverability", "description": "Reply layers MailToaster warm-up, default-on ramp-up, a weekly domain Health Checker, Postmaster spam monitoring, custom tracking domains, and AI template scoring around every send.", "question": "How does Reply protect email deliverability and sender reputation?", "url": "/capabilities/deliverability", "md": "/capabilities/deliverability.md", "tab": "Capabilities", "group": "Replies, analytics, AI", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "What is the difference between warm-up and ramp-up?", "How do I keep warm-up mail out of my real inbox?", "What does the Health Checker verify?", "Why use custom tracking links?", "Does disabling tracking help deliverability?", "Related", "Build with Reply" ], "answers": [ "how does Reply improve email deliverability", "does Reply warm up mailboxes", "can Reply check SPF DKIM DMARC", "how does ramp-up mode work in Reply", "does Reply monitor spam rates" ], "body": "At a glance --- --- What it does Warm-up (MailToaster), ramp-up, domain health checks, spam-rate monitoring, custom tracking domains, tracking controls, AI template scoring, and safe sending defaults Required objects A connected email account; DNS access for domain fixes and custom tracking links Surfaces UI · REST API · MCP Key limit Ramp-up default: start at 10 emails per day, +3 daily, up to 100; warm-up seats follow your MailToaster plan Stops on 8% bounce rate stops the sending step until the next day (after 200 sends) — see Bounce handling Does not Guarantee inbox placement; edit your DNS for you; rescue a burned domain quickly; monitor spam rates without a connected Postmaster account Plans MailToaster warm-up is available with a paid Reply subscription — one warm-up seat per connected mailbox by default Summary Reply treats deliverability as infrastructure around every email account: MailToaster warm-up simulates positive email exchanges, ramp-up mode grows real sending volume gradually (on by default for new accounts), the Health Checker verifies the domain's SPF, DKIM, DMARC, MX, A, rDNS, and domain age weekly, the Spam Monitor pulls Google Postmaster spam-rate data, custom tracking links move opens, clicks, and opt-out URLs to your own domain, and an AI quality check scores every template before it sends. The background is explained in Email deliverability and Sender reputation. Problems it solves - New mailboxes and domains burning out from full-volume cold sending on day one - Silent DNS misconfiguration — SPF, DKIM, DMARC errors surfaced with fixes instead of quiet spam-foldering - Compliance with Google's bulk-sender rules: authentication, one-click unsubscribe, spam rate below 0.3% - Spam-trigger templates and shared tracking domains dragging reputation down What Reply can do - Warm up email accounts through MailToaster — no separate account, single sign-on from Reply, one warm-up seat per connected mailbox, workspace-scoped for teams - Apply warm-up" }, { "title": "AI SDR", "description": "Jason AI generates offers and sequences from your website, sources contacts daily from ICP filters and intent signals, personalizes per prospect, handles replies, and books meetings.", "question": "What can Jason AI do as an AI SDR?", "url": "/capabilities/ai-sdr", "md": "/capabilities/ai-sdr.md", "tab": "Capabilities", "group": "Replies, analytics, AI", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "Does a human approve messages before they send?", "What grounds Jason AI's reply answers?", "How does Jason personalize each message?", "What are the ICP and LinkedIn Activity scores?", "Related", "Build with Reply" ], "answers": [ "what is Jason AI", "can Reply generate outreach sequences with AI", "does Reply have an AI SDR", "how does Jason AI find prospects automatically", "how does approval mode work in Reply" ], "body": "At a glance --- --- What it does Generates offers and sequences from your website, sources contacts daily from ICP filters and buying-intent signals, personalizes every message, answers replies, re-engages, books meetings Required objects An offer (generated from your website, files, or text); a sequence; a knowledge base for reply handling Surfaces UI · REST API (partial) · MCP Key limit Autopilot sourcing: up to 500 contacts per day per sequence (default 10), 3 contacts per company Stops on Approval mode holds every message until a human approves; deleting a pending message removes the prospect from the sequence Does not Know your business without inputs; send unapproved messages in approval mode; answer Do-not-contact threads Plans AI SDR plans; run and contact allowances vary by tier Summary Jason AI is Reply's AI SDR. Point it at your website (or upload files, or paste text) and it derives your ICP, pain points, value propositions, proof points, case studies, and CTAs, packages them into offers, and generates a multichannel sequence shaped by a playbook. It sources its own audience daily from ICP filters and buying-intent signals, writes a unique message per contact, classifies and answers replies from a knowledge base, re-engages leads that go quiet, and books meetings — with a human approving each message, or fully automatic. The model is explained in The AI SDR model. Problems it solves - Sequence strategy and copywriting from a standing start — offers, structure, and messages generated, not templated - Continuous prospecting without manual list refills, with per-source tags on every contact - Reply handling at speed, grounded in your material, with per-question-type control over automation - Prioritization: ICP and LinkedIn Activity scores show who fits and which channel to lead with What Reply can do - Generate business context from a website URL, uploaded PDF or text files (up to 100 MB), or pasted text — company description, ICP, pain points, value propo" }, { "title": "AI writing assistant", "description": "Jason AI as an in-editor writing assistant — generating a sequence from one prompt, writing and rewriting email steps from summaries or bullets, adjusting tone, length, and language on selected text, and drafting replies to prospects.", "question": "How does Jason AI help write and refine outreach copy in Reply?", "url": "/capabilities/ai-writing-assistant", "md": "/capabilities/ai-writing-assistant.md", "tab": "Capabilities", "group": "Replies, analytics, AI", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Research inputs for AI SDR copy", "AI Learnings", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "How do I generate a whole sequence from a prompt?", "What makes a good prompt?", "How do I change the tone or length of text that is already generated?", "How do AI-drafted replies to prospects work?", "Can I tell the AI what to research before it writes?", "Does Jason AI learn from my edits?", "Where does this end and AI SDR begin?", "Related", "Build with Reply" ], "answers": [ "how do I generate email copy with Jason AI", "how do I write prompts for Jason AI", "can Reply generate a whole sequence from a prompt", "how do I change the tone of an AI-generated email", "how do AI drafted replies work in Reply" ], "body": "AI writing assistant vs AI SDR. This page covers Jason AI as a writing assistant — it generates and edits the words. AI SDR covers Jason AI running the whole motion: sourcing contacts, scoring them, personalizing per prospect, and re-engaging. Both are \"Jason AI\"; the difference is scope. At a glance --- --- What it does Generates a full sequence from one prompt, writes and rewrites email step copy, refines selected text for formality, tone, length, grammar, and language, and drafts replies to prospects Required objects A sequence with email steps for copy generation; an inbound reply for AI replies Surfaces UI Key limit Starting a new prompt without highlighting text replaces the whole message with newly generated text Stops on Nothing sends by itself unless AI replies are set to Send automatically ; drafts wait in the Inbox labeled AI Draft Does not Choose an audience, source contacts, or decide who to write to — and it generates no reply for threads categorized Do not contact Plans Available in the sequence editor and Inbox; the From magic ✨ sequence builder is documented as beta Summary Jason AI is an AI writing assistant trained by Reply for outreach workflows. It works in three places: the From magic ✨ sequence builder, where one prompt produces a first email and then the rest of the sequence; the email step editor of any sequence, where it generates or improves copy from a prompt, a summary, or bullet points; and the Inbox, where it drafts responses to prospect replies. In each place, generated text is editable, regenerable, and refinable with quick commands for formality, tone of voice, translation, and length. Jason analyzes your input, previous conversation context, and sequence information to shape what it produces. Problems it solves - A blank sequence editor — one prompt describing the offer produces a first email and a connected set of follow-ups, plus suggestions for which channels to use - Copy that is close but wrong in register — quick commands cha" }, { "title": "AI chat assistant", "description": "A natural-language agent inside Reply's new interface and Slack that executes account actions on request, confirms destructive and bulk changes, answers product questions from the help center, searches the web, and hands off to a human.", "question": "What can Reply's AI chat assistant do?", "url": "/capabilities/ai-assistant", "md": "/capabilities/ai-assistant.md", "tab": "Capabilities", "group": "Replies, analytics, AI", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Where it runs", "Confirmation before destructive and bulk actions", "Daily message quota", "Settings and preferences", "Auditing what the assistant did", "Knowledge base and web search", "Handing off to a human", "Limits", "FAQ", "Does the assistant do things, or only explain them?", "What stops it from deleting something by mistake?", "Why does my message count as one when it did several things?", "Can I use it from Slack?", "Where do I see what it changed?", "Related", "Build with Reply" ], "answers": [ "what is Reply's AI chat assistant", "can I control Reply with plain English", "does Reply have an AI assistant in Slack", "how does the Reply chat assistant confirm destructive actions", "what is the daily message limit for Reply's AI chat" ], "body": "Rolling out. The AI chat assistant is available in Reply's new interface and is being enabled progressively. If the chat entry point is not on your screen yet, it has not been turned on for your workspace. At a glance --- --- What it does Executes account work from plain-English instructions — contacts, sequences, inbox, accounts, tasks, and settings — and answers product questions from the Reply help center or the public web Required objects A Reply account in the new interface; for Slack, a connected Slack workspace and a per-user account link Surfaces Web UI (new interface) · Slack (DM and channel @mention) Key limit A daily message allowance per plan, reset at midnight in your local timezone; one message counts as one unit no matter how many actions it triggers Stops on The confirmation gate — destructive and bulk actions pause the turn until you confirm or cancel; the composer is blocked while a confirmation is pending Does not Run in the legacy interface or the mobile app; reveal or regenerate API keys; create or delete contact and account stages; edit per-step integration field mappings; message you proactively in Slack Plans Daily message allowance varies by plan; AI SDR actions require the AI SDR entitlement Summary The AI chat assistant is a natural-language agent embedded in Reply. You describe what you want in plain English; it maps the request to a Reply capability, runs it against your account with your own permissions and data scope, and reports back in human-readable terms — sequence and list names, never internal record numbers. It works the same way in the web panel and in Slack, and both surfaces share one message allowance. Two things separate it from a chatbot. It performs real work, so anything destructive or bulk passes a confirmation gate first and every change it makes lands in the workspace Activity Log. And it does not guess: product questions are answered from the bundled Reply help center with the source article cited, general questions " }, { "title": "Meetings", "description": "Reply books meetings through a personalized Google Calendar booking link with Google Meet or Zoom, or through a connected Calendly account, setting contacts to Meeting Booked and reporting bookings per channel.", "question": "How does meeting booking work in Reply?", "url": "/capabilities/meetings", "md": "/capabilities/meetings.md", "tab": "Capabilities", "group": "Meetings and integrations", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "Can I use Google Calendar and Calendly together?", "What happens in the sequence when a prospect books?", "How are meetings booked outside a sequence counted?", "Can Jason AI book the meeting for me?", "Related", "Build with Reply" ], "answers": [ "how does meeting booking work in Reply", "can Reply book meetings with Calendly", "does Reply support Zoom meetings", "what happens when a prospect books a meeting in Reply" ], "body": "At a glance --- --- What it does A public booking link built from Google Calendar availability, Google Meet or Zoom locations, a Calendly integration, AI-booked meetings from reply conversations, per-channel meeting reports, and manual meeting logging Required objects A connected Google Calendar or Calendly account; a contact to book with Surfaces UI · MCP Key limit One booking source at a time — Google Calendar or Calendly, not both — and one connected Calendly account per Reply account Stops on A booked meeting: the contact gets the Meeting Booked status and is marked Finished, which stops further sequence steps Does not Book through Calendly team or shared events; run without a connected calendar source; work with a free Calendly plan (paid or active trial required); exclude US holidays unless the holiday toggle is on; guarantee the prospect shows up Plans Works with a connected calendar account; the Calendly side requires a paid Calendly plan or an active trial Summary Reply closes the outreach loop at the calendar. A personalized booking link — generated from your Google Calendar availability, with Google Meet or Zoom as the location, or pulled from a connected Calendly account — goes into sequence emails through the editor. When a prospect books, both sides get a confirmation email, the contact's status flips to Meeting Booked, and the sequence finishes for that contact so no further steps fire. With AI reply handling on, meetings are booked directly from the conversation — see Reply management — and reports track booked meetings by the channel that produced them. Problems it solves - The gap between \"interested\" and \"scheduled\" — the booking link travels inside the outreach email, pre-filled with the prospect's name, email, and phone - Sequences that keep touching a prospect after a meeting is already on the calendar — booking sets Meeting Booked and Finished automatically - Back-and-forth time negotiation — AI reply handling books a proposed time, picks the " }, { "title": "CRM and integrations", "description": "Reply syncs two-way with Salesforce, HubSpot, Pipedrive, and Copper, reaches thousands of apps through Zapier, Make, and n8n, serves AI agents over MCP, and emits real-time webhooks.", "question": "What can Reply integrate with and how does CRM sync work?", "url": "/capabilities/integrations", "md": "/capabilities/integrations.md", "tab": "Capabilities", "group": "Meetings and integrations", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "How often does data sync, and can I force it?", "Can CRM contacts go straight into a sequence?", "Can I work with Reply from inside my CRM?", "How do AI agents connect to Reply?", "My CRM is not on the native list — what are the options?", "Which Zapier triggers and actions can I build on?", "What do I need in place before turning on Website Visitors?", "Related", "Build with Reply" ], "answers": [ "what CRMs does Reply integrate with", "how does the Salesforce integration work in Reply", "how often does Reply sync with a CRM", "can AI agents connect to Reply via MCP", "does Reply support webhooks" ], "body": "At a glance --- --- What it does Native two-way CRM sync (Salesforce, HubSpot, Pipedrive, Copper) plus in-CRM apps for Salesforce and Copper, workflow platforms (Zapier, Make, n8n), an MCP server for AI agents, real-time webhooks, website visitor tracking, Clay and RB2B lead feeds, Vidyard video in steps, and Okta or Microsoft Entra SSO Required objects An account or API key on the other platform; Reply contacts and sequences to sync with Surfaces UI · REST API · MCP Key limit Automatic CRM sync runs on a 2–3 hour cycle (every 2 hours for Salesforce, HubSpot, and Pipedrive); Sync now forces an immediate pass Stops on The integration's Enabled toggle — off pauses the whole integration; sync errors surface in the Logs tab Does not Sync multi-select picklist fields; update converted Salesforce leads; sync LinkedIn activities to Pipedrive; sync emails sent to a contact's secondary addresses into HubSpot; fire CRM triggers retroactively or for contacts missing on either side; let an MCP agent act on behalf of a whole team Plans Ownership mappings require Team Edition; Website Visitors includes 200 free visitor credits with paid add-ons (included on AI SDR plans); RB2B requires an RB2B Pro account Summary Reply moves outreach data in and out through four layers: native CRM integrations that sync people, statuses, and activities both ways on a schedule; workflow platforms (Zapier, Make, n8n) driven by triggers and actions; a real-time layer of webhooks that push events to your endpoints; and an MCP server that lets AI agents read and operate the account directly. Every CRM integration is built from the same parts — sync steps with a direction, field mappings, filtering rules, and optional push-to-sequence actions — so Sync Reply with a CRM applies to all of them. Problems it solves - Manual re-entry between the CRM and the outreach tool — sync steps carry contacts, statuses, emails, tasks, calls, and notes in both directions - Outreach activity invisible to sales — emails " }, { "title": "Chrome extension", "description": "The Reply Chrome extension finds emails on LinkedIn, LinkedIn Recruiter, Gmail, and CRM pages, pushes contacts into Reply lists and sequences, and executes call, SMS, WhatsApp, LinkedIn, and manual email tasks from the browser.", "question": "What can the Reply Chrome extension do?", "url": "/capabilities/chrome-extension", "md": "/capabilities/chrome-extension.md", "tab": "Capabilities", "group": "Meetings and integrations", "type": "capability", "status": "reviewed", "headings": [ "At a glance", "Summary", "Where it works", "Problems it solves", "What Reply can do", "What Reply cannot do", "Required inputs", "Produced outputs", "Use Reply when", "Do not use Reply when", "What you still need to build", "Limits", "FAQ", "How do I sign in to the extension?", "Can I save a LinkedIn contact who has no email address?", "How do new contacts get attached to a company record?", "Can I call and text a contact without a task?", "What happens to a contact if I delete their sequence task?", "Can a team owner execute a teammate's tasks from the extension?", "How do tasks get from the Reply Tasks page into the extension?", "Does the extension send WhatsApp messages itself?", "Which CRM fields sync, and when does sync run?", "What is the difference between the extension and the native CRM integration?", "Related", "Build with Reply" ], "answers": [ "what does the Reply Chrome extension do", "how do I find emails on LinkedIn with Reply", "can I execute Reply tasks from the browser", "how do I add a LinkedIn contact to a Reply sequence", "can I call and text contacts from the Reply Chrome extension", "does Reply work inside Gmail" ], "body": "At a glance --- --- What it does Reveals contact details on LinkedIn, LinkedIn Recruiter, Gmail, and CRM pages; saves people to Reply lists, sequences, and account records; creates, filters, and executes tasks — call, SMS, WhatsApp, LinkedIn, manual email, meeting, to-do; holds live SMS conversations; adds Template and Add to sequence buttons to the Gmail composer Required objects A Reply account signed in from the extension; contacts, and the lists, sequences, or tasks they land in Surfaces Chrome extension, paired with the Reply UI — the Tasks page Launch action opens selected tasks in the extension in execution mode Key limit Designed and optimized for Google Chrome; other browsers are not guaranteed, and updating means removing and reinstalling the extension Stops on A red banner or an error: an SMS cannot go to an opted-out contact or an invalid phone number, and the task stays open until the issue is resolved Does not Track WhatsApp replies; edit account industry or company size; sync the Salesforce City field or the Recently Viewed Contacts (Leads) list; sync custom fields when syncing a CRM contact list ; show tasks assigned to other team members; put placeholder-email contacts into sequences with email steps Plans Cloud Calls must be enabled in the Reply web application before calling; SMS requires a registered A2P messaging campaign; task visibility follows Team Edition rules Summary The extension is a browser-side surface over the same Reply account you use in the web application. It does two jobs. First, acquisition : on a LinkedIn profile, a LinkedIn Recruiter search, a Gmail thread, or a CRM contact page, it identifies the person, looks up an email address, and saves them as a contact — into a list, into a sequence at a chosen step, or both, attaching the company record along the way. Second, execution : it is where manual sequence work actually happens — call, SMS, WhatsApp, LinkedIn, and manual email tasks are opened, edited, sent, logged, and comple" }, { "title": "Workflows", "description": "Complete outcomes built on Reply — from finding prospects to booking meetings. Each workflow states what Reply provides, what you build, and every rule on the path.", "question": null, "url": "/workflows", "md": "/workflows.md", "tab": "Workflows", "group": "Overview", "type": "workflow", "status": "reviewed", "headings": [ "Build and launch", "Operate and analyze", "Planned", "Related", "Build with Reply" ], "answers": [], "body": "A workflow page describes a complete outcome, not a feature: the goal, the preconditions, each step with the product behavior behind it, the failure modes, the exact limits, and how to verify success. Start here to see whether Reply covers the whole job — then descend into capabilities and specifications. Build and launch - {bot} Build an AI SDR — the flagship: the five-step Jason AI SDR wizard, from business inputs to launch - {database} Find prospects from an ICP — from criteria to a deduplicated, validated list - {layers} Build a prospect list — import, search, validate, blacklist, and segment into lists - {send} Launch an outbound campaign — mailbox, sequence, schedule, limits, go - {route} Run multichannel outreach — email, LinkedIn, calls, SMS, and WhatsApp in one flow Operate and analyze - {inbox} Process positive replies — from detected reply to routed opportunity and booked meeting - {users} Sync Reply with a CRM — contacts, statuses, and activity in both systems - {chart} Analyze campaign performance — read the numbers that share definitions Planned Page Status --- --- Enrich existing contacts Not written Route replies to sales Not written Optimize an underperforming campaign Not written Manage multiple sending mailboxes Not written Stop outreach after a reply (deep-dive) Not written Re-engage existing contacts Not written Related - Capabilities — can Reply do the individual task? - What can you build? — systems these workflows compose into Build with Reply - Agent workflow guides: agents.reply.io/workflows - Agent skills: agents.reply.io/skills — several workflows ship as installable skills" }, { "title": "Build an AI SDR", "description": "The five-step Jason AI SDR wizard — business information, contact sources, personalization, generated steps, and launch settings — plus approval mode, reply handling, and meeting scheduling.", "question": "How do I build an AI SDR with Reply?", "url": "/workflows/build-an-ai-sdr", "md": "/workflows/build-an-ai-sdr.md", "tab": "Workflows", "group": "Build and launch", "type": "workflow", "status": "reviewed", "headings": [ "At a glance", "Goal", "When to use this workflow", "What Reply provides", "What you must provide", "Preconditions", "Entities involved", "Flow", "Step-by-step", "Important rules", "Side effects", "Failure conditions", "Verification", "Safe stopping", "Limits", "Related", "Build with Reply" ], "answers": [ "how can I build an AI SDR with Reply", "how do I create a Jason AI SDR sequence", "how does approval mode work in an AI SDR sequence", "where does an AI SDR source its contacts", "can Jason AI handle replies and book meetings" ], "body": "At a glance Aspect Detail --- --- Outcome A live Jason AI SDR sequence: offer generated from your website, contacts sourced daily, personalized messages sent, replies answered, meetings scheduled Required objects An offer (generated or manual), a sequence, connected sending accounts; optionally a playbook and knowledge base Surfaces UI · REST API (check operation status on docs.reply.io) · MCP Key limit Autopilot sourcing: up to 500 contacts per day per sequence (default 10), 3 contacts per company Stops on Approval mode holds every message until a human approves; deleting a pending message removes the prospect from the sequence Does not Know your business without inputs; send unapproved messages in approval mode; replace your qualification judgment Plans AI SDR plans Goal A working AI SDR loop on Reply: Jason AI derives your business context from a website, files, or pasted text, generates offers and a multichannel sequence, sources its own contacts on a schedule, personalizes every message, answers replies from a knowledge base, and books meetings — with a human approving each message, or fully automatic. When to use this workflow - You want the whole loop — find, write, send, respond, book — generated and run inside one system, with approval gates where you choose. - List building is the bottleneck: Autopilot and intent signals keep the sequence fed daily. - For hand-written sequences with full manual control, start from Launch an outbound campaign instead. What Reply provides - Business-context generation from a website URL, uploaded files, or pasted text — company name, description, ICP, pain points, value propositions, proof points, case studies, and CTAs, all editable - 5 auto-generated offers per sequence creation — different angles by ICP and pain points — plus playbooks for tone, structure, and do's and don'ts - A generated multichannel sequence with a swappable structure, personalized per contact at send time - Contact sources: Sales Navigator Autopilot f" }, { "title": "Find prospects from an ICP", "description": "Turn ICP criteria into Realtime B2B Data filters, preview matches, launch a Live Search to a list or sequence, and track credits — plus Sales Navigator import and email validation.", "question": "How do I find prospects matching my ICP in Reply?", "url": "/workflows/find-prospects-from-an-icp", "md": "/workflows/find-prospects-from-an-icp.md", "tab": "Workflows", "group": "Build and launch", "type": "workflow", "status": "reviewed", "headings": [ "At a glance", "Goal", "When to use this workflow", "What Reply provides", "What you must provide", "Preconditions", "Flow", "Step-by-step", "Failure conditions", "Verification", "Limits", "Related", "Build with Reply" ], "answers": [ "how can I search for prospects by ICP in Reply", "how does Realtime B2B Data search work", "how many credits does a found contact use", "can Reply import contacts from a Sales Navigator search", "how do I validate prospect emails before outreach" ], "body": "At a glance Aspect Detail --- --- Outcome A list of ICP-matching contacts with revealed data, validated emails, and no duplicates against your existing base Required objects Reply credits, a destination list or sequence; a Sales Navigator account for LinkedIn search import Surfaces UI · other surfaces per operation status on docs.reply.io Key limit 1-3 Reply credits per saved contact depending on the data found; LinkedIn search import up to 2,000 contacts per day per LinkedIn account Stops on A paused search (the last batch of 10-20 contacts may still be added); an exhausted audience shows the No new contacts status Does not Define your ICP, or guarantee a phone number or email for every contact — contacts are still added when a valid number is not found Plans Every user receives 50 basic Reply credits; more are available as an add-on Goal A list of contacts matching your ICP — sourced live from LinkedIn data, deduplicated against your account, and validated — ready for enrollment. When to use this workflow You know who you want to reach and need the records, without buying external lists and importing CSVs. If your data already exists in files or a CRM, start from Build a prospect list instead. What Reply provides Realtime B2B Data search with structured filters or a pasted Sales Navigator URL, a 5-7 contact preview before spending credits, saving to a list, sequence, or both, automatic skipping of contacts already in your account, a Search History with statuses and credit usage, LinkedIn search import through your own Sales Navigator account, and an email validation service. What you must provide The ICP translated into concrete filters, the credit budget, and — for LinkedIn search import — a LinkedIn account with Sales Navigator (other LinkedIn plans are not supported). Preconditions Reply credits (every user receives 50 basic credits; buy more under Plans & Billing → Manage current subscription); a destination list or sequence; for the LinkedIn search path, a co" }, { "title": "Build a prospect list", "description": "Assemble a clean outreach list from CSV imports, search results, and manual adds — identifier-based dedup, import statuses, email validation, blacklisting, and list segmentation.", "question": "How do I build a prospect list in Reply?", "url": "/workflows/build-a-prospect-list", "md": "/workflows/build-a-prospect-list.md", "tab": "Workflows", "group": "Build and launch", "type": "workflow", "status": "reviewed", "headings": [ "At a glance", "Goal", "When to use this workflow", "What Reply provides", "What you must provide", "Flow", "Step-by-step", "Failure conditions", "Verification", "Limits", "Related", "Build with Reply" ], "answers": [ "how can I combine CSV imports and search results into one list in Reply", "how does Reply deduplicate contacts at import", "can Reply validate emails before outreach", "how do I blacklist contacts and domains in Reply" ], "body": "At a glance Aspect Detail --- --- Outcome One deduplicated, validated list assembled from all your sources, segmented and ready to enroll Required objects Source data (CSV files, search results, or manual entries), a destination list Surfaces UI · REST API · MCP Key limit Up to 10,000 rows per CSV file; First Name is mandatory; dedup keys on the identifier you choose at import Stops on A non-CSV file (xlsx is rejected), missing mandatory fields, or symbols in numeric fields — those rows become Import Errors Does not Supply the source data or decide segmentation; merge records that differ on the chosen identifier — see contact deduplication Plans Plan-specific differences are not documented for this workflow Goal One list of clean, deduplicated, validated contacts assembled from whatever sources you have — with invalid addresses flagged and unwanted contacts and domains blacklisted before anything sends. When to use this workflow Your prospects come from several places — a conference CSV, a prospect search, manual research — and outreach needs one coherent, segmentable target. What Reply provides CSV import with field mapping (standard and custom fields, automatic LinkedIn column detection), identifier-based deduplication with Imported / Updated / Skipped / Errors reporting, lists that overlap freely (one contact, many lists), list-level Opens, Replies, and Opt-outs tracking, 2-4-way list splitting for testing, email validation, and contact- and domain-level blacklisting. What you must provide The source data and the segmentation logic — what belongs on this list, and how it splits when messaging will differ. Flow Step-by-step 1. Create the list. In the Lists section of the Contacts page, click the plus button, name the list, and click Create — or select a list directly in the Import Contacts dialog so the upload lands there. 2. Import the CSV. The file must be CSV UTF-8 (xlsx and other formats are rejected), up to 10,000 rows, with First Name filled — it is required" }, { "title": "Launch an outbound campaign", "description": "From connected mailbox to live sending — create the sequence, assign accounts and a schedule, set daily limits and delays, test with a real email, preview per recipient, and launch.", "question": "How do I launch an outbound campaign in Reply?", "url": "/workflows/launch-an-outbound-campaign", "md": "/workflows/launch-an-outbound-campaign.md", "tab": "Workflows", "group": "Build and launch", "type": "workflow", "status": "reviewed", "headings": [ "At a glance", "Goal", "When to use this workflow", "What Reply provides", "What you must provide", "Preconditions", "Flow", "Step-by-step", "Important rules", "Side effects", "Failure conditions", "Verification", "Safe stopping", "Limits", "Related", "Build with Reply" ], "answers": [ "how can I launch an email campaign in Reply", "how do I start a sequence sending in Reply", "how do I set daily sending limits for a sequence", "how can I send a test email before launch" ], "body": "At a glance Aspect Detail --- --- Outcome A live sequence sending to enrolled contacts inside safe limits, on a schedule, with replies stopping contacts Required objects A connected email account, contacts, a sequence with steps, a schedule Surfaces UI · REST API · MCP Key limit Max new daily contacts overrides Max number of emails per day; the emails-per-day setting caps first-step emails at up to 10,000 Stops on Replies (under Mark as finished), closed schedule windows, reached limits, disconnected accounts — the toggle color reports which Does not Write the copy or pick the audience — you supply both; a mailbox is optional for creating a sequence but mandatory for launching email campaigns Plans Jason AI SDR sequences require an AI SDR plan; other creation options are standard Goal A live sequence sending to a prepared audience, inside safe limits, with replies detected and outreach stopping per contact. (\"Campaign\" is the former name for a sequence.) When to use this workflow The list is ready and the message is decided — this is the execution slice. For AI-generated sequences, start from Build an AI SDR instead. What Reply provides Mailbox connection for Gmail, Outlook/Office 365, Exchange, and other IMAP/SMTP providers; four sequence creation paths (Template, Scratch, Magic, Jason AI SDR); step types across email, calls, SMS, WhatsApp, LinkedIn, Zapier, tasks, and conditions; schedules with timezone and holiday control; daily-limit throttling; replies handling; deliverability settings; per-recipient preview and test emails. What you must provide The audience, the copy, and the go decision — plus a corporate (not generic) sending domain. Preconditions A connected, tested email account — the first mailbox you add becomes the default and is added to your sequences automatically; an imported, validated audience; sequence content. Flow Step-by-step 1. Connect the mailbox. Settings → Email Accounts → New email account ; pick the provider and continue. Gmail and Outl" }, { "title": "Run multichannel outreach", "description": "Coordinate email, LinkedIn, call, SMS, and WhatsApp steps in one sequence — manual vs automatic per action, LinkedIn safety limits, Cloud Calls, and condition-based branching.", "question": "How do I run multichannel outreach in Reply?", "url": "/workflows/run-multichannel-outreach", "md": "/workflows/run-multichannel-outreach.md", "tab": "Workflows", "group": "Build and launch", "type": "workflow", "status": "reviewed", "headings": [ "At a glance", "Goal", "When to use this workflow", "What Reply provides", "What you must provide", "Preconditions", "Flow", "Step-by-step", "Important rules", "Failure conditions", "Verification", "Limits", "Related", "Build with Reply" ], "answers": [ "how can I combine email and LinkedIn in one sequence in Reply", "what are the LinkedIn safety limits in Reply", "how do call steps work in a sequence", "can a sequence branch on whether a contact accepted a connection request" ], "body": "At a glance Aspect Detail --- --- Outcome One sequence touching prospects across email, LinkedIn, calls, SMS, and WhatsApp, with per-contact stopping on reply Required objects A sequence with channel steps, an email account, a connected LinkedIn account, contacts with the channel data each step needs Surfaces UI · REST API · MCP Key limit LinkedIn automatic actions run under per-account daily safety limits — default ranges 25-35 per action (35-50 for messages), settable up to 100 Stops on A reply — a sequence-email reply finishes the contact under Mark as finished; a reached LinkedIn limit pauses that action until the next day Does not Message LinkedIn users outside your network — automatic Message steps to non-connections are skipped; work your manual tasks for you Plans Cloud Calls requires activation and at least $10 in the wallet; other channels are standard step types Goal One sequence that reaches prospects on the channels they actually use — email, LinkedIn, calls, SMS, WhatsApp — with automated steps where safe, tasks where a human touch is needed, and conditions routing each contact down the right branch. When to use this workflow Single-channel results have plateaued, or your audience demonstrably lives on more than one channel. Channel data decides feasibility: LinkedIn steps need a LinkedIn URL on the contact, calls and SMS and WhatsApp need a phone number. What Reply provides All channels as step types in one sequence; manual and automatic variants for LinkedIn and SMS; task generation for manual touches (worked from the Tasks page or the Chrome Extension); per-account LinkedIn safety limits with daily tracking; Cloud Calls with recording and call resolutions; Yes/No condition steps over contact data and behavior; channel comparison in reports. What you must provide Connected accounts per channel, channel-appropriate copy, contact records carrying the data each channel needs, and daily attention to the tasks your manual steps generate. Preconditions An " }, { "title": "Warm up new mailboxes and domains", "description": "The path from a fresh domain to full sending volume — DNS authentication first, MailToaster warm-up profiles and seats, then default-on ramp-up from 10 emails per day toward 100.", "question": "How do I warm up new mailboxes and domains in Reply before cold outreach?", "url": "/workflows/warm-up-new-mailboxes", "md": "/workflows/warm-up-new-mailboxes.md", "tab": "Workflows", "group": "Build and launch", "type": "workflow", "status": "reviewed", "headings": [ "At a glance", "Goal", "When to use this workflow", "What Reply provides", "What you must provide", "Preconditions", "Buying the domain and mailboxes in Reply", "Step-by-step flow", "Rules that apply", "Failure conditions", "Verification", "Limits", "Related", "Build with Reply" ], "answers": [ "how do I warm up a new domain in Reply", "how long should I warm up a mailbox before cold email", "how does MailToaster warm-up work", "what is ramp-up mode in Reply" ], "body": "At a glance Aspect Detail --- --- Outcome A new domain and its mailboxes authenticated, warmed, and ramping to full sending volume without burning sender reputation Required objects A domain with DNS access; connected email accounts; a MailToaster warm-up seat per mailbox Surfaces UI · REST API · MCP Key limit Roughly 2–3 weeks of warm correspondence for a new domain (1–2 weeks for a new mailbox on an established domain) before cold outreach; ramp-up default 10 emails per day, +3 daily, to 100 Stops on Ramp-up stops with a notification once the account's total email limit is reached; warm-up connect and the Activate toggle fail with an error when no warm-up seats are free Does not Make a fresh domain safe on day one — no setting skips the calendar; replace DNS authentication — warm-up builds reputation on top of correct records, not instead of them; send warm-up traffic itself through ramp-up, which only raises real sending volume Plans MailToaster comes with a paid Reply subscription — one warm-up seat per connected mailbox; the MailToaster instance is shared per workspace Goal Every new email account reaches its working daily volume through three ordered layers: authenticated DNS, several weeks of simulated positive engagement (warm-up), and a gradual increase of real sending (ramp-up) — with warm-up still running once cold email flows. The mechanism behind the ordering is explained in Email warm-up and Sender reputation. When to use this workflow Any time sending will start from infrastructure that mailbox providers have never seen: a newly registered domain, new mailboxes on an existing domain, or domains and mailboxes purchased through Reply. If the domain is established and actively sending, only the new mailbox needs the 1–2 week warm-up window. What Reply provides MailToaster warm-up with no separate account — you are signed in through your Reply session, every workspace gets its own shared instance, and each connected mailbox gets one warm-up seat. Per-mail" }, { "title": "Process positive replies", "description": "From detected reply to booked meeting — inbox categories and triggers, AI reply handlers with Auto, Draft, and Stop and notify modes, canned responses, and per-channel meeting stats.", "question": "How do I process positive replies in Reply?", "url": "/workflows/process-positive-replies", "md": "/workflows/process-positive-replies.md", "tab": "Workflows", "group": "Operate and analyze", "type": "workflow", "status": "reviewed", "headings": [ "At a glance", "Goal", "When to use this workflow", "What Reply provides", "What you must provide", "Preconditions", "Flow", "Step-by-step", "Important rules", "Failure conditions", "Verification", "Limits", "Related", "Build with Reply" ], "answers": [ "how can I route interested replies to sales in Reply", "how do inbox categories work in Reply", "can Reply answer prospect questions automatically", "how do I track booked meetings by channel" ], "body": "At a glance Aspect Detail --- --- Outcome Every genuine reply stopped, categorized, answered fast, and routed — with meetings booked and counted per channel Required objects Running sequences, the inbox; for AI answers, a knowledge base with reply handlers Surfaces UI · REST API · MCP Key limit One inbox category per thread, plus the Meeting intent sub-category; each reply handler uses exactly one delivery mode Stops on A Stop and notify handler match pauses all further sending on that contact and hands the thread to a human — no AI reply is generated Does not Set your qualification bar or owner map; match replies sent from a different address than the contacted one — see reply detection Plans AI reply handlers belong to the AI SDR feature set; inbox categories, triggers, and canned responses are standard Goal Every genuine positive reply answered fast and routed to an owner — automation stopped for that contact, intent recorded as a category, questions answered from your knowledge base, and meetings booked without a scheduling ping-pong. When to use this workflow The moment sequences go live. Reply speed on interested prospects is where outbound converts or dies. What Reply provides Automatic reply detection that stops the contact; AI-assigned inbox categories with manual and bulk reassignment; category-driven triggers; AI reply handlers with per-question delivery modes (Auto, Draft, Stop and notify); canned responses; forwarding and reply-on-behalf from the thread's own sending account; meeting scheduling with availability windows and buffers; per-channel meeting stats in reports. What you must provide The qualification bar (what counts as route-to-sales), the owner map, knowledge base content that answers real questions, and your CRM handoff — see Sync Reply with a CRM. Preconditions Running sequences with reply detection working; for AI answers, a knowledge base attached to the sequence with reply handlers configured; a decision on delivery modes (start with Dra" }, { "title": "Sync Reply with a CRM", "description": "Connect Salesforce, HubSpot, or Pipedrive — Default vs Custom profiles, sync steps with field, filter, and ownership mappings, pushing contacts to sequences, and the 2-hour sync cadence.", "question": "How do I sync Reply with my CRM?", "url": "/workflows/sync-reply-with-a-crm", "md": "/workflows/sync-reply-with-a-crm.md", "tab": "Workflows", "group": "Operate and analyze", "type": "workflow", "status": "reviewed", "headings": [ "At a glance", "Goal", "When to use this workflow", "What Reply provides", "What you must provide", "Preconditions", "Flow", "Step-by-step", "What activity looks like on the CRM side", "Reply activity in HubSpot", "How Pipedrive records a synced trigger or task", "Failure conditions", "Verification", "Limits", "Related", "Build with Reply" ], "answers": [ "how can I connect Reply to HubSpot or Salesforce", "how often does Reply sync with a CRM", "can Reply push outreach activity to a CRM", "how do ownership mappings work in the Salesforce integration" ], "body": "At a glance Aspect Detail --- --- Outcome Contacts, statuses, and outreach activity consistent between Reply and the CRM, with synced contacts optionally flowing into sequences Required objects A CRM account with connect rights (Salesforce/HubSpot login, or a Pipedrive API key), contacts, a mapping plan Surfaces UI · REST API · MCP Key limit Automatic sync runs every 2-3 hours (Salesforce and HubSpot document every 2 hours); Sync now forces an immediate pass Stops on Activity for a contact that does not yet exist in both systems is not synced; converted Salesforce leads cannot be updated Does not Support multi-select picklist contact fields; sync manual LinkedIn tasks or historical LinkedIn activity; sync out-of-office and auto-reply emails Plans Ownership mappings require Team Edition (or a team owner in Private mode) Goal Reply and the CRM agree: contacts exist in both, outreach activity — emails, tasks, calls, notes, LinkedIn steps — is visible to sales in the CRM, statuses and inbox categories update lead statuses, and CRM contacts can flow straight into sequences. When to use this workflow A CRM is the system of record for pipeline and Reply is the execution layer for outreach — that is, most real deployments. What Reply provides Native integrations with Salesforce, HubSpot, Pipedrive, and Copper CRM, plus Zapier for everything else. Each native integration offers a Default profile (preset sync steps, start immediately, not editable) and a Custom profile (your own steps, directions, field mappings, filtering rules, and ownership mappings), a Logs tab, and a Sync now button on top of the automatic cadence. What you must provide The ownership decision per field and per direction (which system wins), the field-mapping plan, and — in teams — the owner pairs that route synced contacts to the right people. Preconditions Connect rights in the CRM (Salesforce and HubSpot connect via login; Pipedrive uses the API key from its Settings → API page); Team Edition for owner" }, { "title": "Analyze campaign performance", "description": "Read the sequence Stats tab and the Reports dashboards — key prospect metrics, per-step detail, channel efficiency, Trends period comparison, smart filters, and CSV exports.", "question": "How do I analyze campaign performance in Reply?", "url": "/workflows/analyze-campaign-performance", "md": "/workflows/analyze-campaign-performance.md", "tab": "Workflows", "group": "Operate and analyze", "type": "workflow", "status": "reviewed", "headings": [ "At a glance", "Goal", "When to use this workflow", "What Reply provides", "What you must provide", "Preconditions", "Flow", "Step-by-step", "Important rules", "Verification", "Limits", "Related", "Build with Reply" ], "answers": [ "how can I analyze sequence performance in Reply", "how do I find which step loses prospects", "how do I compare channels in Reply reports", "can I compare performance across periods in Reply", "how do I export campaign statistics" ], "body": "At a glance Aspect Detail --- --- Outcome A keep, fix, or kill decision grounded in metrics whose definitions and denominators you know Required objects Sequences with enough send volume to read; tracking settings known — opens require open tracking enabled Surfaces UI · REST API · CLI Key limit Key metrics are prospect metrics — a contact receiving multiple step emails counts once; the Stats tab defaults to the last 7 days Stops on Nothing sends here — this is a read loop; it stalls only when volume is too small to read Does not Set your benchmarks or make the change decision; count a LinkedIn connection request without a note as contacted Plans The Owners filter and Team breakdown require Team Edition Goal A decision — keep, fix, or kill — grounded in numbers whose definitions you trust. (\"Campaign\" is the former name for a sequence.) When to use this workflow On a cadence (weekly), and whenever a sequence underperforms expectations. What Reply provides A per-sequence Stats tab (key metrics, performance chart, per-step Detail View with A/B variant breakdowns), the Reports → Emails dashboard with five breakdown views and smart filters, the Channel Efficiency dashboard across all outreach channels, Trends period-over-period comparison, and contact-based, sequence-based, and Trends CSV exports — all on the shared definitions in Calculations. What you must provide Benchmarks for your market, and the judgment about what to change. Preconditions Enough volume to read (tiny samples mislead); knowledge of the tracking setup — with open tracking disabled, opens read zero; the account timezone in mind, since report metrics are tied to the date emails were sent. Flow Step-by-step 1. Open the sequence Stats tab. It defaults to the last 7 days — switch the Time filter to All time or a custom range before judging anything. Key metrics are prospect metrics: multiple emails to one contact count once. 2. Read the funnel left to right. Total people → Contacted → Delivery rate → Ope" }, { "title": "Playbooks", "description": "Situation-anchored outreach recipes — each page maps one specific sales situation to targeting, sequence structure, message templates, expected results, and the steps that build it in Reply.", "question": "What is a playbook page and how do I use one?", "url": "/playbooks", "md": "/playbooks.md", "tab": "Workflows", "group": "Playbooks", "type": "playbook", "status": "reviewed", "headings": [ "The plays", "Craft that carries across every play", "Related" ], "answers": [ "what is an outreach playbook", "how do playbook pages work", "what outreach recipes does reply document", "how to pick a play for my situation" ], "body": "A playbook is anchored to a specific situation, never a keyword. Each page starts from a moment teams actually recognize — \"our closed-lost pipeline is sitting untouched\", \"trial signups keep going cold\" — and works forward: who the play fits, how to target, the sequence structure step by step, illustrative message templates, the results to expect, and the numbered steps that build the whole thing in Reply. Playbooks (this section) vs Playbook (Jason AI object). These pages are human-readable outreach recipes. The Playbook object is Jason AI configuration — the machine version of a strategy. A page here may tell you which Playbook object to create. The plays - {route} Reactivate closed-lost pipeline — deals lost to timing, budget, or a competitor, reopened with what-changed messaging - {send} Outbound for seed-stage founders — founder-led meetings from a small account list without burning the main domain - {send} Re-engage a cold contact database — hygiene first, a permission-style reopener, prune whatever stays silent - {bot} AI SDR for lean teams — Jason AI with approval gates for a one-to-three person GTM team - {route} Book meetings from inbound signals — fast follow-up on visitors, downloads, and trials before intent decays Craft that carries across every play Each play sets the situation, the targeting, and the cadence. The message still has to earn a click, and the levers for that are the same whichever play you are running: - Personalize with real data. Use the prospect's first and last name in the body, as merge fields — see Templates and variables. - Give one compelling reason to respond. Keep the email to five sentences or less so the prospect is not overwhelmed, name the recipient and their job title, and state plainly which problem your product solves and what they gain from replying. - Segment before you write. The documented dimensions are referral source, job title, company type, region or city, desired outcome, and interest or problem. Smaller, more" }, { "title": "Reactivate closed-lost pipeline", "description": "A play for deals lost 6–18 months ago to timing, budget, or a competitor — validate the aged list, segment by loss reason, reopen with what-changed messaging on Reply's default step delays, and close with a permission-style breakup.", "question": "How do I re-engage closed-lost deals with outreach?", "url": "/playbooks/reactivate-closed-lost-pipeline", "md": "/playbooks/reactivate-closed-lost-pipeline.md", "tab": "Workflows", "group": "Playbooks", "type": "playbook", "status": "reviewed", "headings": [ "Situation", "Who this is for", "The play", "1. Targeting", "2. Sequence structure", "3. Messaging angles", "4. Timing and cadence", "5. Handling replies", "Templates", "Expected results", "Common mistakes", "Build this in Reply", "Related", "Build with Reply" ], "answers": [ "how to reactivate closed-lost deals", "how to re-engage lost opportunities", "what to say to a closed-lost prospect", "can reply route replies to the deal owner" ], "body": "Situation Your CRM holds deals marked closed-lost 6–18 months ago. They evaluated you seriously, then walked away over timing, budget, or a competitor — and nobody has touched them since. Circumstances change: budgets reset, champions move, the chosen vendor underdelivers. This pipeline already knows who you are, which makes it the warmest untouched list you own. Who this is for Role Sales or RevOps leader with an AE team, or an AE working their own book Company size Any team with 50+ closed-lost deals worth revisiting Motion Sales-led, with CRM discipline around loss reasons Prerequisite Closed-lost deals exportable with loss reason, close date, and deal owner The play 1. Targeting Pull closed-lost deals from the last 6–18 months. Exclude anything lost on fit — \"wrong product\", \"no need\" — because nothing has changed for those. Split the rest into three segments by loss reason: timing, budget, competitor. Import each segment as its own list so messaging stays segment-specific, and let deduplication reconcile contacts already in your workspace. A list this old has decayed, so validate it before anything sends. Reply's email validation marks each address Valid , Risky , or Invalid : treat Risky as valid but keep Risky addresses to no more than 20% of what you send to avoid high bounce rates, and Reply does not send sequence emails to Invalid addresses at all. See prospect data. 2. Sequence structure When you add steps, Reply pre-fills the delay between them — 0 days before the first step, then 2, 4, and 7 days for the next insertion positions. Weekends count, and one day of delay is 24 hours. Lengthen the delays in the step editor if you want a slower pace. Step Channel Default delay Purpose --- --- --- --- 1 Email Sends on launch Reopen with what changed since the deal closed 2 Email 2 days after step 1 Proof point matched to the loss reason 3 LinkedIn 4 days after step 2 Light touch from the AE's profile to keep the thread warm 4 Email 7 days after step 3 Permissio" }, { "title": "Outbound for seed-stage founders", "description": "A play for founder-led outbound — a separate business sending domain warmed for 2–3 weeks, ramp-up from roughly 10–15 emails a day, a tight 50–100 account list, and founder-voice messages of about five sentences.", "question": "How can a seed-stage founder run outbound without an SDR?", "url": "/playbooks/outbound-for-seed-stage-founders", "md": "/playbooks/outbound-for-seed-stage-founders.md", "tab": "Workflows", "group": "Playbooks", "type": "playbook", "status": "reviewed", "headings": [ "Situation", "Who this is for", "The play", "1. Targeting", "2. Sequence structure", "3. Messaging angles", "4. Timing and cadence", "5. Handling replies", "Templates", "Expected results", "Common mistakes", "Build this in Reply", "Related", "Build with Reply" ], "answers": [ "how to do founder-led outbound", "what outbound setup protects the main domain", "how many cold emails per day for a new domain", "can a founder run outbound without an sdr" ], "body": "Situation You are a founder selling your own product. No SDR, no sales team — maybe a co-founder splitting calls with you. Your target market is narrow, 50–100 accounts that genuinely fit, and you need meetings from it this quarter without gambling the company's main domain on cold-email mistakes. Who this is for Role Founder or founding team member doing the selling Company size Pre-seed to seed, roughly 1–10 people Motion Founder-led sales into a defined niche Prerequisite A clear ICP and a product you can demo The play 1. Targeting 50–100 accounts, two to three contacts each. Never buy a list — build it against your ICP with prospect search or the find prospects from an ICP workflow, and double-check it before it enters a sequence. The small list is the feature, not a limitation: at this size every message can be genuinely specific, and specificity is the only edge a founder has over a volume shop. 2. Sequence structure Reply pre-fills the delay between steps as you add them — 0 days before the first step, then 2, 4, and 7 days for the next positions (weekends count; one day of delay is 24 hours). Edit them in the step editor if you want more room. Step Channel Default delay Purpose --- --- --- --- 1 Email Sends on launch Founder-to-operator note: the problem, why you built this 2 LinkedIn 2 days after step 1 Connection request from the founder's own profile 3 Email 4 days after step 2 One concrete proof point or early-customer story 4 Email 7 days after step 3 Short close: a direct ask or a graceful exit 3. Messaging angles - Write as a founder, not a rep — \"I built this because\" reads differently from a pitch - Keep the body to about five sentences with one clear call to action; short emails outperform long ones - Get personal in the first line and put the important information at the top - Keep subject lines short — the guideline is 50 characters or less — and skip spam-trigger words like \"Free\"; drafting 15–20 subject line options before picking one is Reply'" }, { "title": "Re-engage a cold contact database", "description": "A play for a CRM full of contacts untouched for a year or more — validate every address into Valid, Risky, or Invalid, keep Risky under 20% of the send, reopen with a permission-style message, and prune whoever stays silent.", "question": "How do I safely email a database that has gone cold?", "url": "/playbooks/re-engage-cold-database", "md": "/playbooks/re-engage-cold-database.md", "tab": "Workflows", "group": "Playbooks", "type": "playbook", "status": "reviewed", "headings": [ "Situation", "Who this is for", "The play", "1. Targeting", "2. Sequence structure", "3. Messaging angles", "4. Timing and cadence", "5. Handling replies", "Templates", "Expected results", "Common mistakes", "Build this in Reply", "Related", "Build with Reply" ], "answers": [ "how to re-engage cold contacts", "how to clean an old email list", "what to send a database that went quiet", "can reply handle bounces automatically" ], "body": "Situation Your CRM holds thousands of contacts nobody has emailed in 12+ months — old leads, event lists, past evaluations. The data has decayed: people changed jobs, mailboxes were retired, context evaporated. Sending to it as-is would spike bounces and damage sender reputation; ignoring it wastes the cheapest pipeline you have. Who this is for Role Marketing, RevOps, or sales ops owner of the database Company size Any — the play scales with list size Motion An existing database with inbound or outbound history Prerequisite A legitimate basis to email these contacts, and export access to the CRM The play 1. Targeting Hygiene before anything else. Export the database, drop role addresses (info@, sales@), prior hard bounces, and unsubscribes, then run Reply's email validation on everything that remains: on the People page, select the contacts and click Validate emails (one batch at a time). Validation sorts addresses into Valid , Risky , and Invalid . Valid is safe to sequence. Risky means the mail server says the recipient exists but the send may still bounce — catch-all domains, disposable-address providers, honeypots — so treat Risky as valid but keep it to no more than 20% of what you send to avoid high bounce rates. Invalid contacts do not receive sequence emails at all. Segment by last-touch context (demo request, event scan, newsletter signup), refresh titles and companies with data enrichment, and import segment by segment into lists. 2. Sequence structure Reply pre-fills the delay between steps — 0 days before the first step, then 2 and 4 days for the next positions (weekends count; one day of delay is 24 hours). Stretch the delays in the step editor if you want the three touches spread across two weeks instead of one. Step Channel Default delay Purpose --- --- --- --- 1 Email Sends on launch Permission-style reopener: acknowledge the silence, offer an easy out 2 Email 2 days after step 1 One useful thing — a resource or insight, no ask 3 Email 4 days after " }, { "title": "AI SDR for lean teams", "description": "A play for one-to-three person GTM teams that want outbound running without an SDR hire — Jason AI in Approval mode, one Offer, one Playbook object, a knowledge base with Re-engagement follow-ups, and Autopilot held to its defaults.", "question": "How can a small team run outbound with an AI SDR instead of hiring?", "url": "/playbooks/ai-sdr-for-lean-teams", "md": "/playbooks/ai-sdr-for-lean-teams.md", "tab": "Workflows", "group": "Playbooks", "type": "playbook", "status": "reviewed", "headings": [ "Situation", "Who this is for", "The play", "1. Targeting", "2. Sequence structure", "3. Messaging angles", "4. Timing and cadence", "5. Handling replies", "Templates", "Expected results", "Common mistakes", "Build this in Reply", "Related", "Build with Reply" ], "answers": [ "how to set up an ai sdr", "can a small team run outbound with ai", "what does jason ai need before launch", "how much oversight does an ai sdr need" ], "body": "Situation Your GTM team is one to three people wearing every hat. Outbound matters, but nobody has the hours to research, write, send, and follow up — and hiring an SDR is premature. You want the outbound motion running this quarter without adding headcount, and without letting an unsupervised agent speak for the company. Who this is for Role Founder, first marketer, or a one-person sales team Company size Startup with a working product and at least a few reference customers Motion Wants a steady outbound motion without an SDR hire Prerequisite A sellable offer you can describe honestly, and one hour a week for review The play 1. Targeting Define one ICP and hold it. Jason AI can suggest the ICP from your website plus a few inputs like pain points and value, then source prospects against it in real time from LinkedIn data using filters such as location, industry, and job title — or you bring your own list; find prospects from an ICP covers both routes. With Autopilot on, new contacts are added daily; the Sales Navigator Autopilot source defaults to 10 contacts a day and 3 contacts per company (500 a day is the maximum). Keep the defaults while trust builds; a second ICP comes only after the first produces meetings. 2. Sequence structure Jason AI generates the sequence from your inputs — emails and LinkedIn steps are added automatically, and you can add calls, WhatsApp, SMS, or manual tasks. The table below is an illustrative generated shape, not steps you author by hand. Step Channel Day Purpose --- --- --- --- 1 Email 1 Opening message generated from the Offer and knowledge base 2 LinkedIn 4 Profile touch or connection request 3 Email 7 Follow-up angle: proof point or objection preempt 4 Email 14 Closing note with a clear ask 3. Messaging angles - The Offer carries who you sell to and what you offer them — audience, pain points, priorities; the knowledge base carries the product facts the AI must not invent - When you create a sequence, Jason generates five Offers " }, { "title": "Book meetings from inbound signals", "description": "A play for inbound signals going cold — Website Visitors tracking and the RB2B integration feed identified visitors straight into a sequence, the first line names what the person did, and a connected calendar puts the booking link in the email.", "question": "How do I turn inbound signals into booked meetings?", "url": "/playbooks/book-meetings-from-inbound-signals", "md": "/playbooks/book-meetings-from-inbound-signals.md", "tab": "Workflows", "group": "Playbooks", "type": "playbook", "status": "reviewed", "headings": [ "Situation", "Who this is for", "The play", "1. Targeting", "2. Sequence structure", "3. Messaging angles", "4. Timing and cadence", "5. Handling replies", "Templates", "Expected results", "Common mistakes", "Build this in Reply", "Related", "Build with Reply" ], "answers": [ "how to follow up on inbound leads", "how fast to contact trial signups", "what to send after a content download", "how to add website visitors to a sequence automatically" ], "body": "Situation Your site produces signals every week — product-page visits, content downloads, trial signups — and most of them go nowhere because follow-up happens days later, if at all. Intent decays by the hour: by the time a generic nurture email lands, the visitor has forgotten the visit. The leads are not bad; the follow-up is late. Who this is for Role SDR, marketer, or founder who owns inbound follow-up Company size Any team with a steady trickle of inbound signals Motion Product-led or content-led inbound feeding a sales conversation Prerequisite Signal capture in place — form fills, trial events, or visitor identification reaching a list or webhook The play 1. Targeting Capture the signals inside Reply so enrollment needs no human. Website Visitors puts a tracking script in your site's header (guides cover WordPress, Shopify, Squarespace, Wix, and Webflow); once the status shows Active, Reply creates contacts from identified visitors and can add new ones automatically to the lists or sequences you choose — existing contacts are updated, not re-enrolled. Before creating a contact, Reply checks for an existing match by email, then LinkedIn URL, then first name + last name + company, so visitor traffic does not create duplicates. You can require an email address or LinkedIn profile before a visitor becomes a contact, which matters here because only reachable contacts belong in this play. Accounts include 200 website visitor credits by default, and AI SDR plans include Website Visitors. For US traffic, the RB2B integration (RB2B Pro accounts, US-based traffic only) pushes identified visitors through a webhook into a sequence, a list, or both — within minutes of the visit. Keep signal types in separate lists: a trial signup and a whitepaper download deserve different first lines. Signals age fast — the quicker a situational email goes out, the more relevant it lands — so stale signals go to standard nurture, not this sequence. 2. Sequence structure Step 1 sends as s" }, { "title": "How-to guides", "description": "Product-interface instructions — connect accounts, import contacts, build and launch sequences, process replies. Steps describe actions, not button positions.", "question": null, "url": "/how-to", "md": "/how-to.md", "tab": "How to", "group": "Overview", "type": "how-to", "status": "reviewed", "headings": [ "Set up", "Run", "Planned", "Related", "Build with Reply" ], "answers": [], "body": "How-to pages explain how a person configures Reply in the product interface. Each states its goal, preconditions, steps, expected result, and verification — grounded in the product's documented behavior — and links to the API and agent equivalent so the same operation can be automated. Set up - {mail} Connect a mailbox — add a sending email account safely - {scale} Configure sending limits — daily caps, throttling, delays - {users} Import contacts — CSV in, deduplicated records out Run - {send} Create a sequence — steps, accounts, schedule - {rocket} Launch a sequence — enroll and go live - {users} Manage duplicate contacts — import options and cleanup - {inbox} Process replies — daily inbox triage - {chart} Read sequence reports — where each number lives Planned Page Status --- --- Create a list Not written Configure a sending schedule Not written Pause a campaign · Stop outreach Not written Configure webhooks Not written Related - Workflows — the complete outcomes these steps serve - Troubleshooting — when a step doesn't produce the expected result Build with Reply - Every guide's API equivalent: docs.reply.io - Agent equivalents: agents.reply.io/mcp · agents.reply.io/skills" }, { "title": "Connect a mailbox", "description": "Add a sending email account in Settings — single-click Gmail, Outlook, and Exchange connections, Autodiscover for on-premises Exchange, manual IMAP and SMTP setup, aliases, and the corporate-domain rule.", "question": "How do I connect a mailbox in Reply?", "url": "/how-to/connect-a-mailbox", "md": "/how-to/connect-a-mailbox.md", "tab": "How to", "group": "Set up", "type": "how-to", "status": "reviewed", "headings": [ "Goal", "Preconditions", "Steps", "Gmail (single-click)", "Outlook/Office 365 and Exchange (single-click)", "Exchange (on-premises)", "Other Provider (manual setup)", "Email alias", "Expected result", "Verification", "What happens next", "Common mistakes", "Related", "Build with Reply" ], "answers": [ "how can I add a sending email account to Reply", "how do I connect Gmail or Outlook to Reply", "how do I connect an Exchange account to Reply", "how do I connect an email alias in Reply" ], "body": "Goal An email account connected with a green status dot — ready to assign to sequences. Preconditions - Access to the mailbox being connected. Connecting a mailbox is recommended as the first setup step, but you can add it later — it becomes mandatory only when you launch email campaigns. - The address uses a business (corporate) domain. Generic domains such as gmail.com and yahoo.com work as your Reply login but cannot be added as sending accounts. - For Gmail: IMAP enabled (in Gmail Settings, open Forwarding & POP/IMAP and check Enable IMAP ) and 2-factor verification enabled. - For Outlook/Office 365 single-click: IMAP enabled — ask your administrator if you cannot access the setting. - If your plan's included mailboxes are already in use, the New email account flow shows a payment confirmation before continuing; the number of included emails is listed in the Plans & Billing tab under Subscription . Steps 1. Open Settings and go to the Email Accounts tab. 2. Click New email account . 3. Select your email provider and click Continue . 4. Complete the provider-specific flow (see the options below). 5. Confirm the dot next to the account is green — the sign of a successful connection. A red dot indicates an issue; hover over it for troubleshooting tips. Gmail (single-click) Select Gmail , choose the mailbox, sign in, and accept Reply's Privacy Policy and Terms of Service. Accounts connected this way send through the Gmail API instead of SMTP by default — to switch, open the account in Email Accounts , expand the Sending and receiving section, and select the option you need. If single-click fails, connect via Other Provider with imap.gmail.com (port 993) and smtp.gmail.com (port 465), SSL enabled for both; with 2-factor authentication on, use an app-generated password instead of the mailbox password. Outlook/Office 365 and Exchange (single-click) Outlook is recommended for Outlook/Office 365 accounts with IMAP enabled — it will not work while IMAP is disabled. Exchan" }, { "title": "Configure sending limits", "description": "Set the limit stack — the account's daily total and send delay, the sequence's Max number of emails per day and Max new daily contacts with its addition modes, and the same-domain cap.", "question": "How do I configure sending limits in Reply?", "url": "/how-to/configure-sending-limits", "md": "/how-to/configure-sending-limits.md", "tab": "How to", "group": "Set up", "type": "how-to", "status": "reviewed", "headings": [ "Goal", "Preconditions", "Steps", "Expected result", "Verification", "What happens next", "Common mistakes", "Related", "Build with Reply" ], "answers": [ "how can I set daily email limits in Reply", "how do sequence and account limits interact in Reply", "how do I throttle new contacts per day in Reply", "how do I cap emails to the same domain in Reply" ], "body": "Goal A limit configuration that protects deliverability while meeting your volume target — with no surprise about which cap binds first. Preconditions Connected email accounts — see Connect a mailbox — and a sequence to configure. Steps 1. Start with the account. One email account can send at most 400 emails per day on paid plans (200 during the trial). In Settings , open the Email Accounts tab, click the mailbox, choose the Safety settings part, turn the Delay between each email sent toggle on, and select the time in seconds — the higher the delay, the slower the sending. If one mailbox serves several Reply accounts, the limit is separate for each. 2. Open the sequence's Settings tab and expand the General settings section. 3. Set Max number of emails per day — the maximum first-step emails the sequence sends daily (up to 10,000). It cannot exceed the email account's daily limit. 4. Set Max new daily contacts — how many new contacts the sequence starts each day. Contacts above the limit wait in the Throttled state until the system prepares them for Step 1. This limit overrides Max number of emails per day and prepares contacts for Step 1 every day, including weekends. 5. Choose the New daily contact addition mode : Add until capacity (the default) only adds the contacts needed to reach the daily limit and does not add new contacts on days the schedule is closed; Add full amount adds the full configured number every day regardless. To skip throttling entirely, enable No limit on new daily contacts — new contacts then move straight into Step 1. 6. Set Delay between each email sent (seconds) for the sequence — at least 120-180 seconds is recommended to avoid the account being blocked for spam activity, and the system needs an additional 10-15 seconds per email, so include that when sizing the daily maximum. 7. Turn on Max same-domain contacts per day and set the number to cap how many people at one company you reach per day. The limit does not work with free domains (" }, { "title": "Import contacts", "description": "Bring a CSV into Reply — file requirements, field mapping, the contact identifier, matched-records and no-email options, and the Imported, Updated, Skipped, and Import Errors results.", "question": "How do I import contacts into Reply?", "url": "/how-to/import-contacts", "md": "/how-to/import-contacts.md", "tab": "How to", "group": "Set up", "type": "how-to", "status": "reviewed", "headings": [ "Goal", "Preconditions", "Steps", "Expected result", "Verification", "What happens next", "Common mistakes", "Related", "Build with Reply" ], "answers": [ "how can I import a CSV of contacts into Reply", "how do I map CSV columns to contact fields", "what do the Imported and Skipped import results mean", "how do I move all CSV contacts into a sequence" ], "body": "Goal CSV rows become deduplicated contacts in a sequence or on a list, with a clear report of what was created, updated, skipped, and rejected. Preconditions A CSV UTF-8 (comma-separated) file — xlsx or any other format will not work — with up to 10,000 rows. The First Name field must not be empty, and numeric fields such as Phone must contain only digits (no symbols, no spaces). Steps 1. Open the sequence's People tab and click Import from CSV (or Add Contacts ). Imported prospects are added both to the sequence and to Reply's contact list. To import outside a sequence, run the import into a list from the People page. 2. Upload the file from your computer or drag it into the window. 3. Map the columns in the file to Reply fields; map extras to custom fields rather than dropping them. Columns whose name contains \"linkedin\" or \"LI\", or whose values look like LinkedIn URLs, are auto-mapped to the LinkedIn profile field — you can override the mapping from the dropdown. 4. Choose the contact identifier in the drop-down menu. A unique identifier (such as Email, Last Name, or Phone) becomes the distinguishing key for each contact and prevents duplicates; once it is chosen, other fields become optional. 5. Select the import options: the destination contact list; Matched Records — Update Missing Fields (write new CSV data into existing contacts) or Skip (leave existing contacts untouched); Records Without Emails — Add Generated Emails (a placeholder genmail.com address; these contacts are skipped for email sequences but work with SMS, WhatsApp, calls, and LinkedIn steps) or Skip ; and optionally Detect contact time zone automatically , which uses city/state and country data and may extend the import by up to 30 minutes. 6. Start the import and keep working — a notification reports the results when it finishes. To add a single person instead, open the People page, click New Contact , choose Create manually , and fill in the fields — Email and First Name are mandatory. Accoun" }, { "title": "Connect a LinkedIn account", "description": "Connect LinkedIn to Reply by session cookie via the Findy extension, by credentials with an optional 2FA shared secret, or by an invite link for profiles you cannot log into.", "question": "How do I connect a LinkedIn account to Reply?", "url": "/how-to/connect-linkedin", "md": "/how-to/connect-linkedin.md", "tab": "How to", "group": "Set up", "type": "how-to", "status": "reviewed", "headings": [ "Goal", "Before you start", "Steps", "Add with cookies", "Add with credentials", "Add with an invite link", "Expected result", "Verify", "If it doesn't work", "Related", "Do this via API instead" ], "answers": [ "how do I connect LinkedIn to Reply", "how do I reconnect a disconnected LinkedIn account", "why did my LinkedIn account disconnect from Reply", "can I connect a client LinkedIn account without their password" ], "body": "Goal A LinkedIn account listed under Settings → LinkedIn Accounts with a green toggle — ready to be assigned to sequences and to run automatic LinkedIn steps. What the channel can do once connected is covered in LinkedIn outreach. Before you start - Check your LinkedIn seat. Some Reply plans include LinkedIn accounts; on others, LinkedIn automation is added per account for an additional charge. Settings → Plans & Billing → Subscription shows included and used seats. A new LinkedIn account is added after successful payment, and for team members the charge goes to the Team Owner's payment method. - For the cookie method: be logged into LinkedIn in the same browser you use for Reply, and install the Findy Chrome extension. - Use the LinkedIn account from one device and location — switching devices or locations interrupts automation. If you run multiple LinkedIn accounts, keep each signed in from its own Chrome browser profile. - Set LinkedIn's site language to English — Reply's LinkedIn automation is fully supported only in English (LinkedIn Settings & Privacy → Site Preferences → Site Language). Steps Add with cookies 1. Go to Settings → LinkedIn Accounts → New LinkedIn account and select Add with cookies. 2. Install the Findy extension and let it initialize, then sign in to it. 3. Log in to LinkedIn in a separate tab if you are not already. 4. Return to Reply — the extension adds the session cookie automatically. 5. Click Connect. Add with credentials 1. Go to Settings → LinkedIn Accounts → New LinkedIn account and select Add with credentials. 2. Enter the email address and password of the LinkedIn account. 3. Where the option is offered, add your 2FA shared secret — the setup key LinkedIn shows when you enable two-step verification with an authenticator app. With it saved, Reply passes authenticator checks for you and can reconnect the account automatically later. 4. Click Login and complete any verification LinkedIn requests — a code by SMS or email, an authenticat" }, { "title": "Set up DNS for sending", "description": "Configure MX, SPF, DKIM, and DMARC at your DNS host for any mail provider and registrar combination, then confirm the records with Reply's domain Health Checker.", "question": "How do I set up DNS records for sending email with Reply?", "url": "/how-to/set-up-dns", "md": "/how-to/set-up-dns.md", "tab": "How to", "group": "Set up", "type": "how-to", "status": "reviewed", "headings": [ "Goal", "Before you start", "Where the records live: provider × registrar", "Steps", "Expected result", "Verify", "If it doesn't work", "Related", "Do this via API instead" ], "answers": [ "how do I set up SPF DKIM and DMARC for Reply", "how do I configure MX records for sending", "how does Reply check my domain DNS", "what DMARC policy should I use for cold email" ], "body": "Goal A sending domain that passes authentication: MX records that receive mail, one valid SPF record, a DKIM signature, and a DMARC policy — all green in Reply's Email Health Checker. Authentication is mandatory territory: mail providers reject or spam-folder unauthenticated email, and the Gmail and Yahoo sender requirements introduced in 2024 make it explicit. What each record proves is explained in SPF, DKIM, DMARC. Before you start - Know your two providers apart: the mail provider runs the mailboxes (Google Workspace, Office 365, Zoho, GoDaddy Mail, Namecheap Mail); the hosting provider / registrar holds the DNS (Namecheap, GoDaddy, IONOS, OVH, Cloudflare). Some companies do both. Records are always added at the DNS host, but the values come from the mail provider. - Reply is not an email service provider — it does not issue SPF or DKIM values. Get them from your mail provider. - These are domain-level settings: they propagate to every mailbox on the domain. - If you lack DNS access or confidence, hand this page to your IT person, or ask your hosting or mail provider's support — they configure these records routinely. Where the records live: provider × registrar Mail provider (where the values come from) GoDaddy Namecheap Any other DNS host --- --- --- --- Google Workspace — DKIM from the Admin Panel's Gmail authenticate-email page; SPF include for Google's servers Domain Portfolio → My Products → select the domain → DNS Domain → Advanced settings / Advanced DNS; MX under Mail settings → Custom MX Domains → select the domain → Manage DNS / DNS zone editor Office 365 — MX, SPF, and DKIM values from the Microsoft 365 admin center (Show all → Settings → Domains); the admin center can identify your hosting provider and walk the verification step-by-step Domain Portfolio → My Products → select the domain → DNS Advanced settings → Mail settings → Custom MX; TXT records under Advanced DNS Domains → select the domain → Manage DNS / DNS zone editor Any other mail provide" }, { "title": "Configure account settings", "description": "Where each account preference lives in Settings — the Account tab's personal details and Dark mode toggle, the three email notification reports, per-mailbox signatures, the Beta program, and where compliance and uptime information sits.", "question": "How do I configure my account settings in Reply?", "url": "/how-to/configure-account-settings", "md": "/how-to/configure-account-settings.md", "tab": "How to", "group": "Set up", "type": "how-to", "status": "reviewed", "headings": [ "Goal", "Preconditions", "The Settings tabs", "Profile and account details", "Email notifications", "Mailbox signature", "Interface preferences", "Dark mode", "Beta program", "Compliance, security, and status", "Common mistakes", "FAQ", "Who can set up email notifications?", "Can notification emails go to someone other than me?", "Where do I add my email signature?", "Does dark mode follow my browser?", "Where do I check whether Reply is down?", "Related", "Build with Reply" ], "answers": [ "how do I change my account details in Reply", "how do I turn on dark mode in Reply", "how do I set up email notifications in Reply", "how do I add an email signature in Reply", "how do I enable beta features in Reply" ], "body": "Goal An account configured the way you work: correct personal details and timezone, the right notification emails arriving at the right addresses, a signature on every outgoing message, and the interface in the theme you prefer. Preconditions Access to your own Reply account. Two settings are gated: - Email notifications are available only to team owners and admins — with Team Edition disabled, in Team Edition Private mode, and in Team Edition Public mode alike. See Workspaces and roles. - Signatures require at least one connected mailbox — see Connect a mailbox. The Settings tabs Settings groups the account's configuration into tabs. Each one owns a different part of the account: Tab What you configure there --- --- Account Personal details, login email, timezone, password, and the Dark mode toggle Tools The Email Quality checker toggle Emails Email safety, Email notifications, BCC Settings, and Out-of-Office handling Calls Turning calls on or off, renting a phone number, call recording, Custom Caller ID, inbound call transfer, teammate access to Cloud Calls, and call resolutions Email accounts Adding and managing mailboxes, their daily limit, and the overall email count per mailbox LinkedIn Accounts Connecting, pausing, and removing LinkedIn accounts, LinkedIn limits, refreshing the connection cookie, and revoking connection requests Triggers Automated actions on contacts and emails — adding to lists, moving to sequences, assigning statuses and stages, and removing contacts Schedules Creating and managing sending windows, choosing the default schedule, and reviewing schedules across the team API Key The account's API key, plus Generate new to issue a replacement Custom tracking links Personalizing the opt-out, open, and click tracking links Meetings The Google Calendar integration, Google Meet and Zoom calls, meeting time zone, title, description, and duration Contacts Custom fields, contact stages, and Account-based mode prospect handling Chrome Extension The lin" }, { "title": "Create a sequence", "description": "Build a sequence in the Reply app — creation options, step types, delays, variables, A/B variants, and the Settings tab with accounts, schedule, and replies handling.", "question": "How do I create a sequence in Reply?", "url": "/how-to/create-a-sequence", "md": "/how-to/create-a-sequence.md", "tab": "How to", "group": "Run", "type": "how-to", "status": "reviewed", "headings": [ "Goal", "Preconditions", "Required permission", "Steps", "Expected result", "Verification", "What happens next", "Common mistakes", "Related", "Build with Reply" ], "answers": [ "how can I create a new sequence in Reply", "how do I add steps and delays to a sequence", "how do I set up A/B variants in a sequence", "how do I save a sequence as a template" ], "body": "Goal A sequence with steps, delays, an assigned email account, and a schedule — ready to launch. Preconditions - A connected email account is mandatory for launching email campaigns, though not for creating the sequence — see Connect a mailbox. - Contacts to enroll, or a plan to add them later — see Import contacts. Call and SMS steps need valid phone numbers; LinkedIn steps need the contact's LinkedIn URL. Required permission A workspace user who can create sequences. Exact roles: Permissions. Steps 1. Open the Sequences tab and create a new sequence. Four options: From Template (Reply's and your team's templates), From Scratch (complete control), From Magic (AI shapes the sequence from your prompt), or Jason AI SDR (AI builds the campaign from your business and offer — available on AI SDR plans; see AI SDR). 2. Add contacts: Import from CSV , Add from existing , Create manually , or Set up integration to bring contacts in from your CRM or other tools. 3. Add steps in any combination: Email (automatic and manual), Call, SMS, WhatsApp, LinkedIn (automatic and manual), Zapier, Task, or Condition — plus Action (Move to sequence) to route contacts to another sequence and Merge to join a branch back to a chosen step. Steps can be reordered by drag-and-drop, cloned, or deleted. 4. For Email steps, set a subject line on Step 1 and leave the subject empty from Step 2 onward to keep all emails in the same thread. 5. Set step delays: on the Steps tab, click the arrow near the step, edit the Days/hours/minutes values, and save. One day of delay equals 24 hours, and weekends are included in the count. New steps come pre-filled with a default delay based on their position — 0, 2, 4, 7, 9, then 11 days. 6. Personalize with variables such as {{FirstName}} or {{Company}}: click the Variables icon in the step editor, choose the variable type, and insert it. If the sequence has no contacts yet, the preview is populated with the first contact from the People page (alphabetically). 7." }, { "title": "Launch a sequence", "description": "Go live — check messages in Preview, send a test email, start the sequence with its toggle, read the toggle colors, and watch progress and logs in the first window.", "question": "How do I launch a sequence in Reply?", "url": "/how-to/launch-a-sequence", "md": "/how-to/launch-a-sequence.md", "tab": "How to", "group": "Run", "type": "how-to", "status": "reviewed", "headings": [ "Goal", "Preconditions", "Steps", "What the toggle colors mean", "Expected result", "Verification", "What happens next", "Common mistakes", "Related", "Build with Reply" ], "answers": [ "how can I start a sequence in Reply", "how do I send a test email before launching", "what do the sequence toggle colors mean", "how do I track contact progress in a sequence", "where are the sequence error logs in Reply" ], "body": "Goal The sequence toggle turns green (Active), contacts start moving through Step 1, and you know where to watch for problems. Preconditions A created sequence with steps, a connected email account, an attached schedule, and enrolled contacts — a missing account, schedule, or contact list turns the toggle red and blocks sending. Steps 1. Review messages in the Preview tab — it shows exactly how each template renders per recipient, and you can edit the text for individual contacts without changing the main sequence template. Preview works only for automatic email and LinkedIn steps; CC is not supported in customized emails, and if you customize one A/B variant, only the edited variant is sent. 2. Send a test email: open the step in the Steps tab, expand the drop-down list next to Save , choose Send Test email , and pick the email to send To and From. The opt-out link does not work in test emails — they carry no sequence or contact details. 3. Start the sequence with its toggle. The same toggle pauses it at any time, and hovering over it shows a tooltip with details on the current state. 4. Give it time: after \"Sequence started\" appears in the logs, wait around 30 minutes before checking results. 5. Watch progress: in the sequence's People tab, the Current step column shows the step each contact is waiting for (hover to see when the step delay ends); the Steps tab shows how many contacts are on each step, and a red badge counts contacts with missing data — click it to view them or use Skip to move them to the next step. Select History in the People tab to see how many contacts completed each step. 6. Watch the Logs tab. Before sending, Reply checks that the email account is linked and set up correctly, all prospects are active, the LinkedIn account is linked, and the selected schedule and follow-up schedule are valid — if a check fails, the sequence does not start and writes an error log. What the toggle colors mean - Green — Active : the sequence is running (planning" }, { "title": "Edit a running sequence", "description": "What you can safely change on a live sequence and what you cannot — appending and deleting steps, switching to conditional, per-contact email edits, CC and BCC, custom opt-out links, clearing a Bounced status, and bulk actions across sequences.", "question": "How do I edit a sequence that is already running?", "url": "/how-to/edit-a-running-sequence", "md": "/how-to/edit-a-running-sequence.md", "tab": "How to", "group": "Run", "type": "how-to", "status": "reviewed", "headings": [ "Goal", "Preconditions", "The rule behind every live edit", "Change the steps", "Add a step", "Delete a step", "Switch an existing sequence to conditional", "Change what one contact receives", "Edit the email for one contact", "Add CC or BCC to a sequence email", "Add a BCC to every email in the account", "Add a custom opt-out link to the email body", "Fix contact state", "Clear a Bounced status and resend", "Find things while the sequence runs", "Which mailbox sends to a contact", "Contacts who clicked", "Manage the People-tab columns", "Work across many sequences", "Bulk actions", "See a teammate's sequences", "Verification", "Common mistakes", "FAQ", "Can I add a step to a sequence that has already finished?", "Can I insert a step before Step 1 while the sequence is running?", "What happens to contacts when I delete a step they already completed?", "Can I change the wording for a single contact?", "Can I BCC a single sequence?", "How do I let a bounced contact receive email again?", "Why can't I archive an active sequence in bulk?", "Related", "Build with Reply" ], "answers": [ "can I add a step to a running sequence", "what happens when I delete a sequence step", "how do I add CC or BCC to a sequence email", "how do I resend a bounced email in Reply", "how can I see my teammate's sequences" ], "body": "Goal A live sequence changed without disrupting the contacts already moving through it — and a clear picture of which contacts each change reaches. Preconditions An existing sequence with contacts in it. Read How a sequence executes first if you are not sure where your contacts currently sit — the Current step column in the sequence's People tab shows the step each contact is waiting for. The rule behind every live edit Edits are forward-looking. A change to a step's content or delay applies only to the contacts that have not reached that step yet; contacts already past it keep what they received. Restructuring is narrower still: you cannot rework a stretch of the sequence that contacts have already completed, which is why steps append to the end rather than insert at the top, why switching to conditional means duplicating, and why a per-contact wording change lives in the Preview tab instead of the template. Deleting a step is the one change that reaches everyone. Change Who it reaches --- --- Editing a step's content or delay Only contacts that have not reached that step yet Appending a new step at the end Contacts that are still Active and have steps remaining Deleting a step Everyone — the step disappears from the sequence for all contacts Editing an email in the Preview tab One contact, on one step; the template is untouched Adding CC or BCC to a template Sends of that step that have not gone out yet Change the steps Add a step 1. Open the sequence's Steps tab and add the new step at the end of the steps list. 2. If the sequence is finished, change the contacts' statuses from Finished to Active . This is required — the sequence will not start sending new emails unless the contacts are active. 3. To reactivate only some people, filter first and activate the result. A filter that excludes the Replied, Bounced, and Opted out contacts leaves you with just the ones worth another touch. Once the contacts are active, the sequence resumes sending. A step appended to a " }, { "title": "Filter contacts", "description": "Build smart filters on the People page — the property, condition, and value pattern, AND and OR logic, every filter dimension from time zone to LinkedIn connection status, and what you can do with the result.", "question": "How do I filter contacts in Reply?", "url": "/how-to/filter-contacts", "md": "/how-to/filter-contacts.md", "tab": "How to", "group": "Run", "type": "how-to", "status": "reviewed", "headings": [ "Goal", "Preconditions", "Steps", "Combining conditions", "Filter reference", "Time zone", "Call resolution", "Creation source", "Custom fields", "Email validation status", "Inbox category", "LinkedIn connection status", "Status in a sequence", "Job title", "List membership", "Engagement", "Act on the result", "Worked example: split out the CEOs", "Worked example: re-run the non-openers", "Worked example: blacklist a CSV of contacts", "Verification", "Common mistakes", "FAQ", "How many conditions can one filter hold?", "What is the difference between AND and OR?", "Do I have to name a filter?", "Can I filter by a custom field that Reply's AI filled in?", "Can I filter a teammate's contacts?", "Where do I filter — the People page or the sequence?", "Related", "Build with Reply" ], "answers": [ "how do I filter contacts in Reply", "how do I create a smart filter with several conditions", "how can I filter prospects by email validation status", "how do I filter contacts by LinkedIn connection status", "how do I move filtered contacts to a list" ], "body": "Goal A precise slice of your contact base — everyone who matches a set of conditions — ready to move to a list, move to a sequence, or act on in bulk. Saved filters turn a slice into a view you can reopen. Preconditions Contacts in the account. Some properties only carry values after a prior action: email validation status appears after you validate the addresses, call resolution after calls are logged, inbox category after replies are classified, and custom fields after you create and fill them. Steps The builder works the same way for every property, on the People page and inside a sequence's People tab. 1. Open the People page and click Create new filter . 2. Enter a Filter name . This is optional — but if you save the filter, a name makes it easier to find and reuse later. 3. In the Property field, select what you want to filter on from the drop-down. 4. Select a condition. Which conditions appear depends on the property: Is and Is not for exact matches, Contains and Doesn't contain for partial matches, Starts with for prefixes, Is set and Is not set for whether the field carries any value at all, and True or False for the sequence-status properties. 5. Enter or pick the value. 6. Click Apply to see instant results, or Save to both see the results and keep the filter for future use. Combining conditions A filter can hold any number of properties, combined with two operators. Operator Use it for Effect --- --- --- OR The same property with different values The filter includes contacts that match any of the specified criteria AND Different properties The filter finds contacts that match all of the specified criteria To build an OR filter, select the Property , then click OR to add additional conditions — for example, Provider set to Gsuite, Outlook, or Hotmail returns contacts on any of the three. To build an AND filter, click AND to include the required properties and select a condition for each — for example, Provider is Gsuite, Sequence is the Outbound cold out" }, { "title": "Manage duplicate contacts", "description": "Prevent and clean up duplicates — the contact identifier key at import, matched-records choices, account import modes including Duplicate, and the contact handling settings.", "question": "How do I manage duplicate contacts in Reply?", "url": "/how-to/manage-duplicates", "md": "/how-to/manage-duplicates.md", "tab": "How to", "group": "Run", "type": "how-to", "status": "reviewed", "headings": [ "Goal", "Preconditions", "Steps", "Expected result", "Verification", "Common mistakes", "Related", "Build with Reply" ], "answers": [ "how can I prevent duplicate contacts in Reply", "how does Reply detect duplicates on import", "what does Skipped mean in Reply import results", "how do account import modes handle existing records" ], "body": "Goal One record per person, and imports that update rather than multiply. Preconditions Understanding of the deduplication rule: the contact identifier chosen at import — a unique field such as Email, Last Name, or Phone — is the distinguishing key that prevents duplicates. Steps 1. At import, choose the contact identifier deliberately in the drop-down menu. Once a unique identifier is chosen, it keys every row against existing records and the other fields become optional. 2. Choose the Matched Records option: Update Missing Fields writes new data from the CSV into the existing contact's fields; Skip leaves the existing record untouched. Either way, a matched row never creates a second record. 3. After each import, read the result counts: Skipped rows are duplicates the system removed during the import; Updated rows are existing contacts whose profiles were refreshed. Download the full import result file when a count looks wrong. 4. For account (company) imports, pick one of four modes: Overwrite existing fields , Update missing fields , Skip , or Duplicate — the last one deliberately creates a copy of the account with the new data and leaves the original unchanged. 5. In Settings , open the Contact handling tab (Team Owner only) and set the enrichment behavior for when new information is found: Keep existing data preserves current information and skips conflicting new data; Override with new data replaces existing fields. 6. On team accounts, decide how shared people are handled: Pause contact in all sequences on reply pauses a replying contact everywhere, and Pause all contacts from the same organization on reply extends the pause to colleagues — Reply matches the organization by the Company field, falling back to Domain when Company is blank. Both apply to business domains only. Expected result Searches for a person return one record; re-imports report updates and skips, not creations, for known people. LinkedIn URL variants of one profile do not create duplicate" }, { "title": "Process replies", "description": "The inbox routine — filter and correct AI-assigned categories, handle AI drafts, answer with canned responses, forward threads, and reply on behalf of teammates from one consolidated inbox.", "question": "How do I process replies in Reply?", "url": "/how-to/process-replies", "md": "/how-to/process-replies.md", "tab": "How to", "group": "Run", "type": "how-to", "status": "reviewed", "headings": [ "Goal", "Preconditions", "Steps", "Expected result", "Verification", "What happens next", "Common mistakes", "Related", "Build with Reply" ], "answers": [ "how can I triage the Reply inbox", "how do I manage inbox categories in Reply", "how do I use canned responses in the inbox", "how do I reply on behalf of teammates in Reply" ], "body": "Goal Every new reply triaged: categories accurate, questions answered, interested threads acted on. Preconditions Running sequences and the inbox receiving threads. The consolidated Inbox gathers threads from all sequences by all team members; it shows replies that came from automatic and manual emails, and notifications also cover LinkedIn messages. Steps 1. Open the Inbox from the main header menu — the counter next to the button shows unread messages. Threads list chronologically with the most recent replies on top. 2. Narrow the view: the main categories Inbox , Unread , and AI draft on the left panel combine with inbox categories, and the top filters cut by sequence, sending email, category, and time. The All switch in the upper left filters threads by the team member who started them ( All , My , or a specific teammate). 3. Check the AI-assigned inbox categories — Interested, Not interested, Do not contact, Not now, Forwarded, and the Meeting intent subcategory — and correct mistakes: select the thread, click Manually assign/reassign category , pick the category, and click Apply . Only one inbox category can be assigned per thread (plus Meeting intent), and you can bulk-assign across selected threads. 4. Work the AI draft category — threads with replies generated by Jason AI. When a sequence's AI replies are set to save a draft, the draft opens with the thread so you can review and edit it before sending. 5. Answer each thread: click Reply (or Reply all when the message has CC recipients — the CC list is shown and editable before sending), write the response using templates and variables if useful, preview, and send. The reply always goes out from the email account that sent the original step and stays in the same thread — including when you answer on a teammate's behalf via the team-member switch. 6. Reuse good answers: type the response, right-click it, select Save as Canned Response , and name it. Insert saved responses from the note icon, by typing \"/\" in " }, { "title": "Read sequence reports", "description": "Where each number lives — the sequence Stats tab and its Brief and Detailed views, the Reports Emails dashboard, smart filters, and the CSV export options.", "question": "How do I read sequence reports in Reply?", "url": "/how-to/analyze-campaign-performance", "md": "/how-to/analyze-campaign-performance.md", "tab": "How to", "group": "Run", "type": "how-to", "status": "reviewed", "headings": [ "Goal", "Preconditions", "Steps", "Expected result", "Verification", "What happens next", "Common mistakes", "Related", "Build with Reply" ], "answers": [ "how can I find sequence statistics in Reply", "where are step and variant breakdowns in Reply", "how do I export stats from the Reports page in Reply", "how do I filter email reports in Reply" ], "body": "Goal Find the right report for the question you're asking — and click straight to it. This page is the interface map; the decision workflow on top of these reports is Analyze campaign performance. Preconditions Running sequences with some volume, and knowledge of which tracking is enabled — opens tracking is disabled by default for new sequences, so zero opens can be by design. Steps 1. Open a sequence and go to the Stats tab. It shows the last 7 days by default; use the Time filter for Last Week, Last Month, Last Year, All Time, or a Custom date range. 2. Read the Key Metrics — Total people, Contacted, Delivery rate, Open rate, Reply rate, Interested, Opt-outs rate, and Not reached. Key metrics are prospect metrics: multiple emails to one contact count only once. Hover the info icon on a counter for its definition, and hover Not reached for the Out of Office, Bounced, and Auto reply breakdown. 3. Check the performance chart — Deliveries, Opens, Replies, Interested, and Meetings booked over time. Click Opt outs or Bounced in the chart legend to reveal those hidden series; their bars group by the date the email was sent, not the date the bounce or opt-out happened. 4. Switch the Detail View between Brief and Detailed for per-step metrics, and turn on the variants toggle to compare A/B performance per step. A step type icon next to each step row shows the step type on hover. 5. For account-wide analysis, open Reports and click the Emails dashboard. Filter by email accounts, domains, sequences ( No sequence shows direct emails sent outside sequences), owners (Team Edition), and time. The data follows the timezone set in your account settings, and all metrics are tied to the date the emails were sent. 6. Add smart filters for narrow questions — country, state, city, industry, company, title, contact list, contact CSV file, email validation status, sequence step, email template, and more. Click Save in the smart filters panel to reuse the pattern later. 7. Read the detai" }, { "title": "Troubleshooting", "description": "Symptom-first diagnosis — why an email did not send, a contact was not enrolled, a campaign is not running, a reply was not detected, and more.", "question": null, "url": "/troubleshooting", "md": "/troubleshooting.md", "tab": "How to", "group": "Troubleshoot", "type": "troubleshooting", "status": "reviewed", "headings": [ "Sending", "Contacts and replies", "Planned", "Related", "Build with Reply" ], "answers": [], "body": "Each page starts from the symptom you observe, lists the likely causes in order of frequency, and gives a diagnostic checklist that identifies the exact one — grounded in Reply's product documentation, with the rule that explains the behavior linked at every step. Sending - {mail} Why was an email not sent? — account, limits, schedule, contact state; the Log tab as the error surface - {send} Why is a campaign not running? — the toggle colors, provider blocks, the 8% bounce suspension - {mail} Why was a mailbox disconnected? — expired tokens, revoked access, provider suspensions Contacts and replies - {users} Why was a contact not enrolled? — import skips, Opted Out, keep-in-sequence options - {inbox} Why was a reply not detected? — the 3-4 hour window, folder and address matching - {chart} Why do statistics not match? — denominators, time filters, tracking gaps Planned Page Status --- --- Automatic reply was counted Not written Contact was duplicated Not written Contact remained active after reply Not written Daily limit was not reached Not written Webhook was not received Not written Related - Behavior — the intended behavior behind each symptom Build with Reply - REST API: docs.reply.io — the state-inspection endpoints used in these checklists - MCP: agents.reply.io/mcp — agents run the same diagnostics" }, { "title": "Why was an email not sent?", "description": "A due email did not go out — the four cause groups (account, limits, schedule, contact state), the Log tab as the error surface, and how to confirm the fix.", "question": "Why was an email not sent in Reply?", "url": "/troubleshooting/email-was-not-sent", "md": "/troubleshooting/email-was-not-sent.md", "tab": "How to", "group": "Troubleshoot", "type": "troubleshooting", "status": "reviewed", "headings": [ "Symptom", "Most likely causes", "Diagnostic checklist", "Resolution", "Verification", "Prevention", "FAQ", "How long after launch should the first email go out?", "The step sent for some contacts but not others — why?", "The email shows sent but never arrived — same problem?", "Related", "Build with Reply" ], "answers": [ "why was my email not sent in Reply", "Reply sequence not sending emails", "Reply email step due but nothing went out", "why did Reply skip sending an email to a contact" ], "body": "Symptom A step you expected to send has not. The contact sits on the step, the stats do not move, and there is no obvious error in sight. Most of these causes are temporary, and each one leaves a trace you can find. Most likely causes # Cause Where it shows --- --- --- 1 The email account is disconnected — sending needs a well-connected mailbox (green dot next to the email) Red dot in the sequence settings tab; Email account disconnected in the Log tab — see Why was a mailbox disconnected? 2 A limit is reached — the account's Total number of emails (400 per day on paid plans, 200 on trial), the sequence's Max number of emails per day , or the trial's 300-unique-contact limit Processing error: Max emails per account or Processing error: Max unique contacts per month in the Log tab; a notification when you hover over the toggle — Limits 3 The schedule window is closed — the sequence sends only within working schedule hours, and schedules run on UTC without Daylight Saving Time The schedule linked to the sequence — When Reply sends 4 The contact is excluded — the system sends only to Active contacts with valid emails ; Paused and Finished contacts get nothing, and contacts can also sit in a step delay or throttling The contact's status and current step in the People tab — Statuses 5 Contacts have no sending email assigned — after deleting an active sending email or swapping accounts, its contacts are not reassigned automatically An error notification over the sequence toggle — Mailbox selection 6 The sending step stopped because the sequence reached an 8% bounce rate with 200 or more emails sent that day Red toggle; the step resumes the next day — Bounce handling Diagnostic checklist 1. Open the sequence's Logs tab first. Before sending, Reply checks that the email account is linked and set up correctly, prospects are active, the LinkedIn account is linked, and the selected and follow-up schedules are valid — if any check fails, the sequence does not start and writes a" }, { "title": "Why is a campaign not running?", "description": "The sequence toggle is the diagnosis — what gray, red, orange, yellow, and blue mean, the 24-hour auto-stop for blocked accounts, and the 8% bounce suspension.", "question": "Why is a campaign not running in Reply?", "url": "/troubleshooting/campaign-is-not-running", "md": "/troubleshooting/campaign-is-not-running.md", "tab": "How to", "group": "Troubleshoot", "type": "troubleshooting", "status": "reviewed", "headings": [ "Symptom", "Most likely causes", "Diagnostic checklist", "Resolution", "Verification", "Prevention", "FAQ", "The toggle is blue — is something broken?", "One mailbox stopped sending but the others continue — why?", "My sequence was suspended for bounces — will it restart on its own?", "Related", "Build with Reply" ], "answers": [ "why is my campaign not running in Reply", "Reply sequence toggle is red", "Reply sequence stopped sending emails", "what do Reply sequence toggle colors mean", "Reply sequence paused by itself" ], "body": "Symptom The sequence (\"campaign\" — the former name) looks like it should be running, but deliveries are flat and contacts do not advance. The fastest diagnosis is the sequence toggle: its color reports the current state, and hovering over it shows a tooltip with details. Most likely causes Toggle State What it means --- --- --- Gray Inactive The sequence is not running: newly created and never launched, paused, or archived Red Action required Missing or invalid settings block the run: the sending email account was removed or disconnected, the connected LinkedIn account was removed, there are sending errors, there are no contacts in the sequence, the sending schedule is missing, or the sequence is under review and suspended after reaching an 8% bounce rate Orange Issues detected Attention needed: some contacts have no sending email account assigned, some have no LinkedIn account assigned, contacts are missing required data, sending from some email accounts stopped due to a provider block, the sequence reached a 4% bounce rate, or a voice profile is missing Yellow Limits reached Temporarily paused: the email account's daily sending limit, the active contacts limit for the billing period, the sequence daily limit, LinkedIn's weekly connection request limit, or the provider's daily sending quota was reached Blue Completed All contacts finished the sequence — there are no active contacts left. Completion, not failure Green Active The sequence is running — planning, checking conditions, sending emails, generating tasks, or executing LinkedIn actions Two sequence-wide stops sit behind the colors. If a mail provider (Office 365 or Google Workspace) blocks a sending account, Reply detects the first block bounces and immediately pauses sending from that account for 24 hours or until you resume it manually — every sequence sending from the suspended account shows a pop-up on its toggle. And per Reply's Usage Policy, a sequence that reaches an 8% bounce rate per 24 hours stops " }, { "title": "Why was a mailbox disconnected?", "description": "An email account dropped its connection — expired connection tokens, revoked access, missing Gmail sending permission, and provider suspensions, with the reconnect path for each.", "question": "Why was a mailbox disconnected in Reply?", "url": "/troubleshooting/mailbox-was-disconnected", "md": "/troubleshooting/mailbox-was-disconnected.md", "tab": "How to", "group": "Troubleshoot", "type": "troubleshooting", "status": "reviewed", "headings": [ "Symptom", "Most likely causes", "Diagnostic checklist", "Resolution", "Verification", "Prevention", "FAQ", "Do I lose statistics or history when I reconnect?", "There is no Reconnect icon on my mailbox — why?", "I reconnected my Gmail account but sending still fails — what now?", "Related", "Build with Reply" ], "answers": [ "why was my mailbox disconnected in Reply", "Reply email account shows a red dot", "how do I reconnect an email account in Reply", "Reply lost access to my email account" ], "body": "Symptom An email account no longer shows a green dot, sequences sending from it stall, and Reply cannot send emails or check the mailbox for replies. Reply notifies you in three places: an email with the steps to fix it, an entry in the sequence log, and a changed color on the sequence toggle. Most likely causes # Cause --- --- 1 The connection token expired — the token that links Reply to your email account can expire after security updates, changes in your email account settings, or when the email provider requires a re-authorization 2 Reply's access was revoked at the provider — for Google accounts, removing Reply under Your connections to third-party apps & services disconnects the mailbox and pauses your outreach 3 A Gmail account was reconnected without sending permission — Google no longer pre-selects it, so the sending checkbox must be ticked manually during the reconnect 4 The provider suspended the account — Google Workspace and Office 365 block accounts for activity they consider suspicious: unusual sending volumes, recipients marking emails as spam, or your emails being categorized as spam Diagnostic checklist 1. Open Settings, Email Accounts, and check the dot next to the mailbox: green means well-connected, red means it needs reconnecting. 2. Hover over the mailbox. A Reconnect icon means a single-click (provider-authorized) connection; no Reconnect icon means the mailbox was connected manually and must be removed and added back. 3. Check the provider side: can you log into the mailbox directly? For a Google account, open Manage your Google account, Security, Your connections to third-party apps & services , and confirm Reply still has access. 4. Look for bounce-back messages that indicate a block. Office 365's block bounce reads: \"Your message couldn't be delivered because you weren't recognized as a valid sender.\" Google Workspace may instead lower your sending capacity to the minimum, which also bounces third-party sends. 5. Read the sequenc" }, { "title": "Why LinkedIn steps fail", "description": "Diagnosing stalled LinkedIn sequence steps — an expired session cookie, a lapsed Sales Navigator subscription, missing profile URLs, daily and weekly limits, unassigned contacts, and missing voice profiles.", "question": "Why do LinkedIn steps fail in Reply?", "url": "/troubleshooting/linkedin-steps-fail", "md": "/troubleshooting/linkedin-steps-fail.md", "tab": "How to", "group": "Troubleshoot", "type": "troubleshooting", "status": "reviewed", "headings": [ "Symptom", "Most likely causes", "Diagnostic checklist", "Resolution", "Verification", "Prevention", "FAQ", "Why were steps skipped for a contact who replied?", "Do other LinkedIn steps wait for the connection request to be accepted?", "A connection shows as accepted by a different LinkedIn account — why?", "Related", "Build with Reply" ], "answers": [ "why did my LinkedIn sequence stop in Reply", "common LinkedIn sequence errors", "why are LinkedIn connection requests not being sent", "how to fix a disconnected LinkedIn account in Reply" ], "body": "Symptom A sequence with LinkedIn steps stops or pauses: the sequence toggle shows an error tooltip, LinkedIn steps are not executed, or specific contacts are skipped. LinkedIn sequences may stop for several reasons — issues with the LinkedIn account, missing contact information, LinkedIn limits, or sequence settings. Most likely causes # Cause Signal --- --- --- 1 LinkedIn account is disconnected Error tooltip when hovering over the sequence toggle — the session cookie has expired 2 Sales Navigator subscription disconnected InMail steps are not sent; the account owner is notified by email 3 Contacts are missing data Error: Some of your contacts will not be processed as they have missing data. 4 LinkedIn action limits reached Daily limits set in Reply, or limits imposed by LinkedIn itself — for example, its weekly connection-request cap 5 Contacts not assigned to a LinkedIn account The sending LinkedIn account was deleted or removed from the sequence 6 LinkedIn account not added to the sequence The sequence cannot process LinkedIn steps at all 7 Missing AI voice profile An AI voice message step has no voice profile linked to the LinkedIn account Diagnostic checklist 1. Hover over the sequence toggle and read the tooltip — it names the error. 2. Check the account's status on the LinkedIn accounts page in Settings, or in the sequence settings. 3. For missing data: apply the LinkedIn URL is not set filter in the People tab. If a URL is present but the status persists, open the link and confirm the profile exists, hasn't been deleted, and is a personal profile — not a company page. 4. For limits: open your LinkedIn account in Settings to see the limits, then compare with today's action count in Reports → LinkedIn. Limits reset according to the UTC time zone. 5. For unassigned contacts: in the sequence's People tab, apply the LinkedIn account is not set filter. 6. Check the sequence Log tab for progress notifications, and the contact's Activity tab — skipped steps carry a" }, { "title": "Why was a contact not enrolled?", "description": "A contact never made it into the sequence — import skips and errors, the Opted Out block, keep-in-sequence options, and the states that leave an enrolled contact idle.", "question": "Why was a contact not enrolled in Reply?", "url": "/troubleshooting/contact-was-not-enrolled", "md": "/troubleshooting/contact-was-not-enrolled.md", "tab": "How to", "group": "Troubleshoot", "type": "troubleshooting", "status": "reviewed", "headings": [ "Symptom", "Most likely causes", "Diagnostic checklist", "Resolution", "Verification", "Prevention", "FAQ", "Are Skipped rows in the import summary errors?", "Why can't I add an opted-out contact to a new sequence?", "The contact is enrolled but never started — same problem?", "Related", "Build with Reply" ], "answers": [ "why was a contact not enrolled in Reply", "Reply import skipped my contacts", "contact missing from a Reply sequence", "why can't I move a contact to another sequence in Reply" ], "body": "Symptom You imported, added, or moved a contact toward a sequence, but they do not appear in its People tab — or they appear but never start. The checks that exclude contacts mostly run silently, so the trail is in the import results, the contact's statuses, and the sequence toggle. Most likely causes # Cause Where to see it --- --- --- 1 The import skipped or rejected the row — Skipped are duplicates the system removed during the import; Import Errors are rows with missing mandatory fields (First Name is required) or incorrect formats, such as symbols in a numeric field The import results notification and the full import result file 2 The contact has no email address and the import was set to Skip records without emails — or got a generated placeholder address, which email sequences skip The import options chosen; the contact's email field 3 The contact is Opted Out — the only status retained outside sequences; a contact with it cannot be moved to a different sequence The contact's statuses — Statuses 4 The contact stayed in their current sequence because no keep option was chosen — each add path has an explicit option for contacts already in a sequence The add dialog — Contact enrollment 5 Enrolled but idle: the contact has the Missing data status — an empty template variable, a missing or invalid LinkedIn URL, an invalid phone number, or an AI variable that includes an empty variable Red toggle notification; the sequence Preview tab 6 Enrolled but idle: no sending email account is assigned to the contact An error notification over the toggle — Mailbox selection 7 Enrolled but paused: a team-level contact handling setting paused them after a reply in another sequence or from a colleague at the same organization Settings, Contact handling — Contact enrollment Diagnostic checklist 1. Read the import results notification: Imported, Updated, Skipped, and Import Errors each count different outcomes. If unsure, upload the full import result file and check the per-row de" }, { "title": "Why was a reply not detected?", "description": "A prospect answered but the contact still shows Active — the 3-4 hour window, the main-folder rule, same-address matching, and the direct-email divergence.", "question": "Why was a reply not detected in Reply?", "url": "/troubleshooting/reply-was-not-detected", "md": "/troubleshooting/reply-was-not-detected.md", "tab": "How to", "group": "Troubleshoot", "type": "troubleshooting", "status": "reviewed", "headings": [ "Symptom", "Most likely causes", "Diagnostic checklist", "Resolution", "Verification", "Prevention", "FAQ", "The prospect replied from a colleague's address — will Reply catch it?", "Follow-ups kept sending after the prospect answered my one-off email — bug?", "Where did the out-of-office and auto-replies go?", "Related", "Build with Reply" ], "answers": [ "why was a reply not detected in Reply", "Reply keeps sending after a prospect replied", "prospect replied but status did not change in Reply", "Reply did not stop the sequence after a reply" ], "body": "Symptom A real reply sits in the mailbox, but the contact still shows Active in the sequence and follow-ups keep scheduling. Reply checks the email address specified in the IMAP section of the account connection, so every gap between that monitored path and where the reply actually went — or a status that turns detection off — produces this symptom. Most likely causes # Cause Rule --- --- --- 1 Not enough time has passed — it usually takes up to 3-4 hours for responses to be detected and synced to Reply Reply detection 2 The reply was moved out of the main inbox folder — replies must stay in the main inbox folder for at least 3 hours and must not be moved to another folder Client-side rules and filters are a common silent culprit 3 The prospect answered from a different address than the one you contacted — matching requires the same email address A forward counts only if it was forwarded from within the original email and contains the prospect's address from your system 4 The contact's status excludes detection — contacts must have Active or Active + Contacted statuses; replies detection is not performed for Finished contacts Statuses 5 The receiving account is not connected properly (no green dot) — a disconnected mailbox is not checked for replies Why was a mailbox disconnected? 6 The message was classified as an automatic reply — auto-replies, out-of-office messages, and bounces are handled apart from real replies and by default are not displayed in the Reply inbox Reply detection 7 Detection worked, but it was a reply to a direct email — the contact gets Replied without Finished and continues in the sequence as planned Both statuses are assigned only for replies to sequence emails Diagnostic checklist 1. Check the clock first: if the reply arrived less than 3-4 hours ago, wait before intervening. 2. Compare the reply's From address with the contact's email in Reply — an assistant, alias, or colleague answering breaks the match. 3. Confirm the reply is still in t" }, { "title": "Why do statistics not match?", "description": "Two reports disagree — denominator splits, the 7-day default filter, prospect-level counting, tracking gaps, and deletions that move the numbers.", "question": "Why do statistics not match in Reply?", "url": "/troubleshooting/statistics-do-not-match", "md": "/troubleshooting/statistics-do-not-match.md", "tab": "How to", "group": "Troubleshoot", "type": "troubleshooting", "status": "reviewed", "headings": [ "Symptom", "Most likely causes", "Diagnostic checklist", "Resolution", "Verification", "Prevention", "FAQ", "Why is my open rate low when plenty of people reply?", "Why did Total people decrease?", "The chart shows bounces on days I did not send — why?", "Related", "Build with Reply" ], "answers": [ "why do Reply statistics not match", "Reply open rate looks too low", "Reply Stats tab shows different numbers than Reports", "why did Total people decrease in Reply" ], "body": "Symptom The same metric shows different values in two places — the sequence Stats tab against a report export, Reply against your CRM, or today against yesterday. Almost always the two numbers are computed from different definitions, windows, or tracking states rather than from missing data. Most likely causes # Cause Detail --- --- --- 1 Different denominators Delivery rate and bounce rate divide by Total people (Contacted + Out of Office + Bounced + Auto Replied); open, reply, interested, meetings, and opt-out rates divide by Contacted only — Statistics calculation 2 Different time filters The sequence Stats tab shows the last 7 days by default ; All time and custom ranges are separate views, and the total for multiple time ranges may be higher than the overall total 3 Prospect counting, not email counting Key metrics are prospect metrics — multiple emails (steps) to one contact count once ; a contact reached via several channels is also counted once 4 Tracking is off or blocked Open and click tracking are disabled by default per sequence; the opens tracker is a pixel, so a prospect with images disabled — or an email delivered to spam, where images are not displayed — never shows Opened 5 Deletions changed the base Deleting a contact decreases Total people; deleting a team member does not change team-report metrics; opt-out counts follow their own rules when statuses or contacts are removed 6 Different email populations Direct (\"one-shot\") emails are tracked in the prospect card's Emails tab, apart from sequence stats; a LinkedIn connection request without a note is not counted as contacted 7 Chart date grouping On the performance chart, Bounced and Opt out bars are grouped by the date the email was sent , not the date the bounce or opt-out happened — and both series are hidden until you click them in the legend Diagnostic checklist 1. Write both numbers down with their exact source view, time filter, and any owner or account filters. 2. Align the time window: swi" }, { "title": "Behavior", "description": "The deterministic logic Reply applies — what triggers each behavior, what changes as a result, and which exceptions exist. Each behavior is one page.", "question": null, "url": "/behavior", "md": "/behavior.md", "tab": "Behavior", "group": "Overview", "type": "behavior", "status": "reviewed", "headings": [ "Enrollment and data", "Execution and sending", "Replies and state", "Planned", "Related", "Build with Reply" ], "answers": [], "body": "Behavior pages answer the questions agents and operators actually ask mid-build: what stops a sequence? which mailbox sends this email? what happens after a bounce? Every behavior page states its trigger, decision logic, result, state changes, and exceptions — grounded in Reply's product documentation, with exact thresholds, setting names, and status enums — so behavior is predictable before you rely on it. Enrollment and data - {users} How contacts enter a sequence — enrollment paths, checks, and conflicts - {users} How Reply detects duplicate contacts — the identifier key, and import handling Execution and sending - {send} How a sequence executes — step order, delays, limits, health - {list} When Reply sends — schedule windows meet delays and budgets - {mail} How Reply selects a sending mailbox — distribution across assigned accounts Replies and state - {inbox} How Reply detects replies — matching, classification, stopping - {mail} What happens when an email bounces — bounce state and protection - {send} When Reply stops a sequence — every stop condition in one place - {route} How statuses change — the transition matrix - {chart} How statistics are calculated — counters and denominators Planned Page Status --- --- Step execution detail Not written Daily sending limits (cross-object precedence) Not written Automatic-reply detection Not written Unsubscribe handling Not written Conversation matching Not written Task generation Not written Credit consumption Not written Related - Specifications — the objects these rules move - Troubleshooting — when observed behavior doesn't match a rule Build with Reply - REST API: docs.reply.io — the operations that trigger these rules" }, { "title": "How contacts enter a sequence", "description": "The enrollment rule — the three add paths and their keep-in-sequence options, start-date scheduling, import requirements, and the pause-on-reply team settings.", "question": "How do contacts enter a sequence in Reply?", "url": "/behavior/contact-enrollment", "md": "/behavior/contact-enrollment.md", "tab": "Behavior", "group": "Enrollment and data", "type": "behavior", "status": "reviewed", "headings": [ "At a glance", "Rule summary", "Trigger", "Decision logic", "Result", "State changes", "Exceptions", "Configuration that changes this rule", "Limits", "FAQ", "Can a contact be in two sequences at once?", "What happens across sequences when a shared contact replies?", "Why did gmail.com contacts keep sending after a reply?", "Can I make enrolled contacts start on a specific date?", "Related", "Build with Reply" ], "answers": [ "how do contacts get added to a sequence in Reply", "can a contact be in two sequences at once", "how do I schedule contacts to start a sequence on a date", "what pauses a contact in all sequences on reply" ], "body": "At a glance Aspect Detail --- --- What it governs Every path a contact takes into a sequence, what happens when they are already enrolled elsewhere, and when processing starts Trigger A CSV import into a sequence, Add from existing, or Move to sequence Inputs The CSV file (format, mandatory fields), the contact's current sequence membership, the chosen start date, contact handling settings Result The contact joins the sequence — kept in or removed from other sequences per the chosen option — and starts on the schedule Configurable Keep-in-sequence options per path, start date, matched-records handling, contact handling (pause-on-reply) settings Does not Merge duplicate records (Contact deduplication) or start processing on a day the schedule is closed Plans The pause-on-reply contact handling settings require Team Edition or an Organization-type (white-label) account, and only the Team Owner can enable them Rule summary A prospect can be part of several sequences for the same user at the same time. Each of the three enrollment paths — CSV import, Add from existing, and Move to sequence — has an explicit option that keeps the contact in their current sequences while adding them to the new one. Enrollment can be scheduled: when moving contacts to a sequence you can pick the exact date processing starts. Imported prospects are added both to the sequence and to Reply's contact list. Trigger One of the enrollment paths fires: - Import from CSV in the sequence's People tab - Add from existing in the People tab - Move to sequence from the People page, with a target sequence and step Decision logic 1. Validate the import (CSV path): the file must be CSV UTF-8 with up to 10,000 rows , and First Name is mandatory. Numeric fields accept digits only — symbols or spaces produce import errors. 2. Handle records without emails: Add Generated Emails assigns a placeholder genmail.com address — these contacts are skipped for email sequences but work for SMS, WhatsApp, calls, and Link" }, { "title": "How Reply detects duplicate contacts", "description": "The deduplication rule — the contact identifier chosen at import, update-vs-skip handling for matched records, and LinkedIn URL normalization across every source.", "question": "How does Reply detect duplicate contacts?", "url": "/behavior/contact-deduplication", "md": "/behavior/contact-deduplication.md", "tab": "Behavior", "group": "Enrollment and data", "type": "behavior", "status": "reviewed", "headings": [ "At a glance", "Rule summary", "Trigger", "Decision logic", "Result", "State changes", "Exceptions", "Configuration that changes this rule", "Limits", "FAQ", "What does \"Skipped\" mean in my import results?", "Do LinkedIn URL variants create duplicate contacts?", "What happens when the same person has two email addresses?", "Are accounts deduplicated the same way as contacts?", "Related", "Build with Reply" ], "answers": [ "how does Reply handle duplicate contacts", "what does Skipped mean in Reply import results", "how does LinkedIn URL normalization prevent duplicates", "what happens when I import a contact that already exists in Reply" ], "body": "At a glance Aspect Detail --- --- What it governs Whether an incoming contact row creates a new record, updates an existing one, or is skipped as a duplicate Trigger A contact-creating operation: CSV import, API import, integrations, enrichment, CRM sync, or manual editing Inputs The contact identifier chosen at import (Email, Last Name, or Phone), the matched-records option, the LinkedIn profile URL Result Matches become updates or skips; import results report Imported, Updated, Skipped, and Import Errors counts Configurable The identifier field, Update Missing Fields vs. Skip for matched records, enrichment Keep-vs-Override, account import modes Does not Merge records that differ on the identifier, or normalize LinkedIn company-page URLs — those are stored as-is Plans Plan-specific differences are not documented for this rule Rule summary During a CSV import you choose the contact identifier in a drop-down menu. When you choose a unique identifier — such as Email, Last Name, or Phone — it becomes the distinguishing key for each contact and prevents duplicates ; once chosen, the other fields become optional. Rows that match an existing record are handled per your matched-records option (update or skip) instead of creating a second record. Separately, Reply normalizes every LinkedIn profile URL to one canonical format, so different URL variants of the same profile are recognized as the same person. Trigger Any contact-creating operation: a CSV import, a V3 API import, Website Visitors or RB2B events, email-based or LinkedIn URL enrichment, a CRM integration sync, or manual editing of the LinkedIn field in the contact card. Decision logic 1. Match the incoming row against existing contacts using the chosen identifier (Email, Last Name, or Phone). 2. On a match, apply the Matched Records option: Update Missing Fields writes new data from the CSV into the existing contact's fields, while Skip leaves the existing record untouched. 3. On no match, create a new contact. 4" }, { "title": "How email validation works", "description": "How Reply classifies addresses as Valid, Risky, or Invalid — the disposable, catch-all, and honeypot signals, the syntax, DNS, and mailbox error taxonomy, and when validation runs.", "question": "How does email validation work in Reply?", "url": "/behavior/email-validation", "md": "/behavior/email-validation.md", "tab": "Behavior", "group": "Enrollment and data", "type": "behavior", "status": "reviewed", "headings": [ "At a glance", "Rule summary", "Trigger", "Decision logic", "Result", "State changes", "Exceptions", "Configuration that changes this rule", "Limits", "FAQ", "Does Reply send emails to Risky addresses?", "Why is a contact with an Invalid email still in my sequence?", "What is the difference between Invalid and Missing data?", "When should I validate?", "Related", "Build with Reply" ], "answers": [ "how does email validation work in Reply", "what do Valid Risky and Invalid email statuses mean", "why are invalid contacts not receiving sequence emails", "when does Reply validate email addresses" ], "body": "At a glance Aspect Detail --- --- What it governs How Reply classifies an email address's deliverability and which classifications block sending Trigger Manual validation from the People page, or — with automatic validation enabled — every time contacts are added to a sequence Inputs The email address, checked by different parameters: syntax, DNS records, and the mailbox's response Result Status Valid , Risky , or Invalid ; contacts with Invalid addresses do not receive sequence emails Configurable Yes — automatic validation is a toggle (Settings → Emails); manual validation runs on demand; both use email validation credits Does not Guarantee delivery for Valid addresses, block sending to Risky addresses, repair a bad address, or produce the Missing data status (that comes from missing variables, LinkedIn URLs, or phone numbers) Rule summary Reply checks each email address by different parameters and classifies it into one of three groups: Valid , Risky , or Invalid . Valid means verification completed with no high-risk factors detected — safe to put into sequences. Risky means the recipient's mail server stated the recipient exists, but the address may still bounce or is of low value; Reply recommends treating Risky as Valid, with up to 20% of Risky addresses in a send to avoid high bounce rates. Invalid means the address failed a syntax, DNS, or mailbox check — Reply does not send sequence emails to it, which keeps the bounce rate down. Trigger Manual validation. On the People page, select the prospects (at least 1 contact) and click Validate emails . Only one batch can be validated at a time — wait for the first batch to finish before starting another. When validation completes you get a notification in the Notification Center, and status icons appear next to each contact's email address. Automatic validation. Turn on the Automatic email validation toggle under Settings → Emails . Once enabled, any time contacts are added to a sequence their emails are validated " }, { "title": "How a sequence executes", "description": "The execution rule — daily contact throttling, the 10,000-email cap, step delays that count weekends, task handling modes, and the same-domain limit.", "question": "How does a sequence execute in Reply?", "url": "/behavior/sequence-execution", "md": "/behavior/sequence-execution.md", "tab": "Behavior", "group": "Execution and sending", "type": "behavior", "status": "reviewed", "headings": [ "At a glance", "Rule summary", "Trigger", "Decision logic", "Result", "State changes", "Exceptions", "Configuration that changes this rule", "Limits", "FAQ", "What does the Throttled status mean?", "Can I add a step before Step 1 in a running sequence?", "What happens to a Call or Task step I never complete?", "How do I see where each contact is?", "Related", "Build with Reply" ], "answers": [ "how does Reply move contacts through sequence steps", "what does the Throttled status mean in Reply", "how do step delays work in Reply", "how are call and task steps handled in a sequence", "how do I limit sending to one domain per day" ], "body": "At a glance Aspect Detail --- --- What it governs How each contact advances through sequence steps — throttling into Step 1, delays between steps, and task handling Trigger A sequence is launched, or a contact's step delay elapses Inputs Max new daily contacts and addition mode, Max number of emails per day, step delays, tasks handling mode, same-domain limit Result The contact moves to the next step: an email sends, a task is generated, or a LinkedIn action executes Configurable Every setting above, in Sequence > Settings (General settings, Replies handling, Calls and tasks handling) Does not Pick the send moment inside a window (When Reply sends) or the sending account (Mailbox selection) Plans Task ownership by contact owner requires Team Edition in Public mode Rule summary When contacts are added or a sequence launches, Reply runs a throttling process : contacts are temporarily marked Throttled while the system prepares them for Step 1, at the pace set by Max new daily contacts . Each subsequent step fires after its configured delay — weekends are included in the day count, and one day of delay equals 24 hours . Email steps respect the sequence's daily email cap (up to 10,000 first-step emails per day) and the per-email delay; Call and Task steps advance manually or automatically depending on the handling mode. Trigger The sequence is launched with contacts in it, new contacts are added, or a contact's step delay elapses. Decision logic 1. Throttle new contacts into Step 1. Reply starts at most Max new daily contacts per day. With Add full amount , the full configured number is added every day, regardless of contacts still in Step 1 or a closed schedule. With Add until capacity (the default), only enough contacts are added to reach the limit — 50 already in Step 1 against a limit of 100 means only 50 more — and no contacts are added while the schedule is closed. No limit on new daily contacts skips throttling entirely: contacts move straight to Step 1. 2. Balanc" }, { "title": "When Reply sends", "description": "The timing rule — schedule windows in UTC without DST, contact-timezone override, holiday calendars, daily contact capacity, and per-email delays.", "question": "When does Reply send emails?", "url": "/behavior/sending-schedules", "md": "/behavior/sending-schedules.md", "tab": "Behavior", "group": "Execution and sending", "type": "behavior", "status": "reviewed", "headings": [ "At a glance", "Rule summary", "Trigger", "Decision logic", "Result", "State changes", "Exceptions", "Configuration that changes this rule", "Limits", "FAQ", "Why did my send times shift by an hour?", "Does Reply send on weekends?", "How does Reply know a contact's timezone?", "Which holidays does Skip public holidays cover?", "Related", "Build with Reply" ], "answers": [ "when does Reply send sequence emails", "how do schedule windows work in Reply", "how do timezones affect Reply sending", "what delays an email send in Reply", "does Reply account for daylight saving time" ], "body": "At a glance Aspect Detail --- --- What it governs The days, hours, and pace at which sequence messages go out Trigger A sequence step becomes due for a contact Inputs Schedule days and time ranges, schedule timezone (UTC-based), contact timezone, holiday calendars, Max new daily contacts, Max number of emails per day, per-email delay Result The message sends inside the open window, spaced by the configured delay Configurable Everything — the schedule, follow-up schedule, timezone handling, holiday calendars, and every limit Does not Adjust for Daylight Saving Time, choose the sending mailbox (Mailbox selection), or reorder steps Plans Team Edition users can also view and manage teammates' schedules Rule summary A schedule defines which weekdays and time ranges messages can go out, in a chosen sending timezone. Reply uses UTC time and does not account for Daylight Saving Time — adjust sending hours manually when clocks change. A delivery window of at least 2.5-4 hours is recommended so all emails have time to send. Follow-ups can use a separate schedule. On top of the window, daily capacity applies: Max new daily contacts overrides Max number of emails per day and prepares contacts for Step 1 every day, including weekends . Trigger A sequence step becomes due for an enrolled contact, and the sequence's schedule window opens. Decision logic 1. Evaluate the schedule: selected days and time ranges in the schedule's sending timezone. If the Separate schedule for follow-ups toggle is on, first-touch and follow-up messages use their own days and hours. 2. If Use contact's specific time-zone if set is on (Advanced settings) and the contact has a timezone, sending times follow the contact's local time instead. 3. If Skip public holidays is on, days in the selected holiday calendar are skipped. System calendars include only nationally recognized public holidays — regional or state-level holidays are excluded (audited: United States, United Kingdom, Canada, Australia, Germany," }, { "title": "How Reply selects a sending mailbox", "description": "The mailbox assignment rule — round-robin distribution across up to 100 accounts, follow-up thread continuity, provider matching, and reassignment on removal.", "question": "How does Reply select a sending mailbox?", "url": "/behavior/mailbox-selection", "md": "/behavior/mailbox-selection.md", "tab": "Behavior", "group": "Execution and sending", "type": "behavior", "status": "reviewed", "headings": [ "At a glance", "Rule summary", "Trigger", "Decision logic", "Result", "State changes", "Exceptions", "Configuration that changes this rule", "Limits", "FAQ", "Does a contact always hear from the same mailbox?", "Why are contacts not assigned to my email?", "What happens if I switch Matching email providers mid-sequence?", "Can I send one sequence from my teammates' mailboxes?", "Related", "Build with Reply" ], "answers": [ "how does Reply choose which email account sends", "how does mailbox rotation work in Reply", "why are contacts not assigned to a sending email in Reply", "how does provider matching work in Reply" ], "body": "At a glance Aspect Detail --- --- What it governs Which of a sequence's email accounts is assigned to each contact, and which account each email sends from Trigger A contact is added to a sequence with connected email accounts (manually, via CSV, API, or integrations) Inputs Email accounts added to the sequence, contact's detected email provider, Matching email providers toggle, Reassign email accounts setting Result The contact gets a sending email account; the first email and all follow-ups go from it, in one thread Configurable Sequence email accounts, Matching email providers (per sequence), Reassign email accounts (account-level setting) Does not Decide when the send happens — that is When Reply sends — or reassign contacts already assigned to an active account Plans Adding teammates' email accounts to one sequence requires Team Edition Rule summary A sequence can send from up to 100 email accounts . New contacts — added manually, via CSV, API, or integrations — are assigned to the connected accounts one by one using round-robin logic : the first contact to the first account, the second to the second, and so on, cycling back to the first. If the sequence has multiple email steps, all follow-up emails for a contact are sent from the same email account as the first email , unless that account is removed from the sequence. Trigger A contact is added to a sequence that has one or more email accounts connected, or the sequence's email accounts change (an account is added or removed). Decision logic 1. When a new contact enters the sequence, Reply picks the next email account in round-robin order, spreading sending evenly across all connected accounts. 2. If the Matching email providers toggle is on for the sequence, Reply first pairs the contact with a sending account whose email provider matches the contact's (Outlook to Outlook, Gmail to Gmail). Unmatched contacts are distributed among the available accounts using round-robin logic. 3. The assigned account sends t" }, { "title": "How LinkedIn action limits work", "description": "The daily caps Reply applies to automatic LinkedIn steps — dynamic ranges vs a static maximum, the nine action types, the 100-per-action ceiling, and what happens when a cap is hit.", "question": "How do LinkedIn action limits work in Reply?", "url": "/behavior/linkedin-limits", "md": "/behavior/linkedin-limits.md", "tab": "Behavior", "group": "Execution and sending", "type": "behavior", "status": "reviewed", "headings": [ "At a glance", "Rule summary", "Trigger", "Decision logic", "Result", "State changes", "Exceptions", "Configuration that changes this rule", "Limits", "FAQ", "What happens when a daily limit is reached?", "Do manual LinkedIn actions count toward the limits?", "Why did connection requests stop before my Reply limit was reached?", "Should I set every limit to 100?", "Related", "Build with Reply" ], "answers": [ "how do LinkedIn action limits work in Reply", "what are safe LinkedIn automation limits", "why did my LinkedIn steps pause at a daily limit", "how many LinkedIn connection requests can Reply send per day" ], "body": "At a glance Aspect Detail --- --- What it governs How many automatic LinkedIn actions Reply performs per day, per connected LinkedIn account and per action type Trigger Each executed automatic LinkedIn step counts toward its action type's daily limit Inputs Limit mode (limit ranges or max amount), the per-action values, and the number of actions completed today Result When a cap is reached, that action pauses for the rest of the day and resumes the next day Configurable Yes — per action type, up to 100 per day; edits take effect starting the next day Does not Count manual LinkedIn actions, raise LinkedIn's own platform caps (such as its weekly connection-request limit), or pause other action types when one hits its cap Rule summary Reply's algorithm monitors the connected LinkedIn account and sets recommended safe limits for each action type. There are two limit modes. Limit ranges (dynamic limits) let you set a range for daily actions, and Reply picks a random number from that range each day — for example, with a 20–30 range Reply might send 22 requests on day 1, 28 on day 2, 25 on day 3. Varying the daily count makes activity look more natural to LinkedIn and reduces the risk of the account being flagged. Max amount (static limit) is one fixed daily number per action; the default is 30 for each LinkedIn action. Every limit can be set up to 100 per action. When a daily cap is reached, Reply pauses that action, notifies you in the sequence Log tab, and resets everything the next day. Trigger Every automatic LinkedIn step a sequence executes — a connection request, message, profile view, and so on — increments the daily counter for its action type. The number of actions completed today appears in the top right corner of each action on the LinkedIn account's settings page. Manual actions are not included. The nine action types you can set limits for: Action type What it covers Suggested dynamic range --- --- --- Connections Connection requests, including the short not" }, { "title": "How Reply detects replies", "description": "The reply-detection rule — the IMAP-monitored mailbox, the 3-4 hour detection window, same-address matching, forwarded emails, and which statuses a reply sets.", "question": "How does Reply detect replies?", "url": "/behavior/reply-detection", "md": "/behavior/reply-detection.md", "tab": "Behavior", "group": "Replies and state", "type": "behavior", "status": "reviewed", "headings": [ "At a glance", "Rule summary", "Trigger", "Decision logic", "Result", "State changes", "Exceptions", "Configuration that changes this rule", "Limits", "FAQ", "Why was a reply not detected?", "Do out-of-office replies stop the sequence?", "Does a reply to a direct email stop the sequence?", "Can a contact keep receiving steps after replying?", "Related", "Build with Reply" ], "answers": [ "how does Reply detect replies", "what happens when a contact replies in Reply", "how does Reply match replies to contacts", "how does Reply handle out-of-office replies", "when does a reply stop a sequence" ], "body": "At a glance Aspect Detail --- --- What it governs Matching an incoming message to a contact in a sequence and recording it as a reply Trigger An incoming message arrives in the mailbox connected to Reply via IMAP Inputs Sender address, contact status ( Active or Active + Contacted ), inbox folder location, message classification Result Contact becomes Replied ; a reply to a sequence email also sets Finished and stops the sequence for that contact by default Configurable Sequence > Settings > Replies handling (Mark as finished vs. Continue processing steps); automatic out-of-office handling in Settings > Emails Does not Detect replies for Finished contacts, detect forwards composed as new emails, or classify reply intent — categorization is reply management Plans Plan-specific differences are not documented for this rule Rule summary Reply connects an email account via IMAP (receiving) and SMTP (sending); the address in the IMAP section is the one checked for contact replies. Detection usually takes up to 3-4 hours . A reply is matched when it comes from the same email address the email was sent to, and the contact's status is Active or Active + Contacted — not Finished. A reply to a sequence email sets Replied and Finished ; a reply to a direct email sets Replied only, and the contact continues in the sequence. Trigger An incoming message arrives in the connected mailbox monitored via IMAP. SMS replies to a manually or automatically sent SMS related to a sequence are also detected. Decision logic 1. Reply checks the mailbox whose address is specified in the IMAP section of the email account connection. The account must be connected properly (green dot next to it). 2. Match the sender: the prospect must respond from the same email address the email was sent to, or forward from within the original email — a forward composed as a new email is not detected, and the forwarded message must contain the prospect's email address from your system. 3. Check the contact's statu" }, { "title": "What happens when an email bounces", "description": "The bounce rule — hard vs soft bounces, the 4% and 8% bounce-rate thresholds, the 200-email floor, and how a stopped step resumes the next day.", "question": "What happens when an email bounces in Reply?", "url": "/behavior/bounce-handling", "md": "/behavior/bounce-handling.md", "tab": "Behavior", "group": "Replies and state", "type": "behavior", "status": "reviewed", "headings": [ "At a glance", "Rule summary", "Trigger", "Decision logic", "Result", "State changes", "Exceptions", "Configuration that changes this rule", "Limits", "FAQ", "Does an 8% bounce rate kill the sequence permanently?", "Do follow-ups stop when the threshold is reached?", "Can I send to a contact again after a bounce?", "How do I see why a specific email bounced?", "Related", "Build with Reply" ], "answers": [ "what happens when an email bounces in Reply", "how does Reply handle hard and soft bounces", "what is the bounce rate threshold in Reply", "why did my sequence stop because of bounces" ], "body": "At a glance Aspect Detail --- --- What it governs What a failed delivery changes — contact state, step execution, and sequence health Trigger The receiving server rejects a sent email (reported via Delivery Status Notification, or directly by the ESP when using SendGrid with bounce webhooks) Inputs Bounce type (hard or soft), sequence bounce rate, emails sent today Result Contact becomes Bounced ; at 8% bounce rate with ≥200 emails sent, the step stops until end of day Configurable No — thresholds are fixed. Pre-send email validation reduces bounces up front Does not Stop follow-up emails (they send even past the threshold), permanently suspend the sequence, or repair the bad address Plans All plans Rule summary A bounced email marks the contact Bounced and counts into the sequence's bounce rate. The bounce rate is recalculated once an hour over a 24-hour window . Crossing 4% turns the sequence toggle orange as a warning; crossing 8% stops the sending step for the rest of the day — provided at least 200 emails were sent — and the step resumes automatically the next day with the counter reset to zero. Trigger The receiving mail server rejects a sent email. Reply learns about it from the Delivery Status Notification (DSN) that arrives in the sending mailbox — or, when you send through SendGrid with bounce webhooks connected, directly from SendGrid with no DSN involved. Decision logic 1. Classify the failure — hard bounce (permanently rejected: invalid or nonexistent address) or soft bounce (temporarily undeliverable, for example a full inbox). 2. Set the contact's status to Bounced . No further automated sends go to that address. 3. Recalculate the sequence bounce rate (hourly, across all email steps and all sending email accounts in the sequence): Then apply the thresholds: Condition Effect --- --- Bounce rate reaches 4% Sequence toggle turns orange — warning only, sending continues Bounce rate reaches 8% , fewer than 200 emails sent today Nothing stops — the 200-ema" }, { "title": "When Reply stops a sequence", "description": "Every condition that stops automated outreach — the six sequence toggle states, replies handling, blocked-account auto-stop, and the 8% bounce suspension.", "question": "When does Reply stop a sequence?", "url": "/behavior/sequence-stopping", "md": "/behavior/sequence-stopping.md", "tab": "Behavior", "group": "Replies and state", "type": "behavior", "status": "reviewed", "headings": [ "At a glance", "Rule summary", "Trigger", "Decision logic", "Result", "State changes", "Exceptions", "Configuration that changes this rule", "Limits", "FAQ", "Why is my sequence suspended?", "How do I change a contact from Finished back to Active?", "What does a yellow toggle mean?", "Does a blocked email account stop my other sequences?", "Related", "Build with Reply" ], "answers": [ "what stops a sequence in Reply", "what do the sequence toggle colors mean", "why is my sequence suspended", "when does Reply stop emailing a contact", "why did a contact get the Finished status" ], "body": "At a glance Aspect Detail --- --- What it governs Every condition that halts automated outreach — for one contact or for the whole sequence Trigger A reply, all steps sent, a blocked email account, the 8% bounce rate, a reached limit, or a manual pause Inputs Replies handling setting, bounce rate per 24 hours, email account state, daily and billing-period limits Result The contact becomes Finished , or sending pauses at the sequence level; the toggle color reports which Configurable Replies handling (Mark as finished vs. Continue sending emails); the Finished-after-last-step switch Does not Retract sent messages, stop follow-ups during an 8% bounce suspension, or keep a contact stopped after you set them back to Active Plans Plan-specific differences are not documented for this rule Rule summary Outreach stops at two levels. Per contact : a reply to a sequence email marks the contact Finished under the default Mark as finished setting, and a contact whose last step was sent with no reply can also be switched to Finished . Per sequence : sending halts when an email account gets blocked by its provider (auto-stop for 24 hours), when the sequence reaches an 8% bounce rate per 24 hours (first step stops, follow-ups continue), when a limit is reached, or when you pause it. The sequence toggle's color tells you which state applies. Trigger A contact replies, finishes all steps, or bounces; an email account gets blocked; the bounce rate crosses 8%; a daily or billing-period limit is reached; or a user pauses or archives the sequence. Decision logic 1. Reply received — under Mark as finished (Sequence > Settings > Replies handling), no further follow-up emails are sent to the prospect; under Continue sending emails , the remaining follow-ups still go out. A reply to a direct email sets Replied without Finished and does not stop the contact. 2. Steps exhausted — with Switch contact to 'Finished' state if the last step email is sent and no reply is received enabled, the conta" }, { "title": "How statuses change", "description": "The 14 contact statuses — when Reply assigns each one, which are user-settable, and the reconstructed transition rules including one-way and retained statuses.", "question": "How do contact statuses change in Reply?", "url": "/behavior/status-transitions", "md": "/behavior/status-transitions.md", "tab": "Behavior", "group": "Replies and state", "type": "behavior", "status": "reviewed", "headings": [ "At a glance", "Rule summary", "Trigger", "The 14 contact statuses", "Transition rules", "Result", "Exceptions", "Configuration that changes this rule", "Limits", "FAQ", "Which statuses can I set manually?", "Why does a bounced contact show as Opened?", "Why can't I change a contact's status?", "What is the difference between statuses and stages?", "Related", "Build with Reply" ], "answers": [ "how do contact statuses change in Reply", "which Reply statuses can be set manually", "what does each contact status mean in Reply", "which statuses are permanent in Reply", "why does a bounced contact show opened" ], "body": "At a glance Aspect Detail --- --- What it governs Which of the 14 contact statuses Reply assigns, when, and which transitions are allowed Trigger An outreach event (send, open, click, reply, bounce, auto-reply, opt-out, call) or a manual status change Inputs The event, the contact's current statuses, whether at least one email was received, sequence ownership under Team Edition Result The status set updates; incompatible combinations fail with no resulting transition Configurable Replies handling determines the reply outcome; opens and link tracking gate Opened and Clicked Does not Track engagement across the whole outreach process — statuses are per-sequence state; that is what contact stages cover Plans With Team Edition in public mode, only the sequence owner can change contact statuses — except Opted Out, which any team member can assign Rule summary Contact statuses represent the current state of processing a contact within a sequence. Reply assigns them automatically based on interaction, and most — not all — can also be managed manually from the People page (Change status, then add or remove with the + and - buttons). Not all statuses are compatible with each other: if a requested combination is not allowed, the change fails and no transition occurs . Statuses are not contact stages, which describe engagement across the entire outreach process rather than one sequence. Trigger An outreach event arrives (delivery, open, click, reply, auto-reply, bounce, opt-out, call activity), a contact reaches a specific step type, or a user changes the status manually. The 14 contact statuses Status Assigned when User-settable Removal and transition rules --- --- --- --- Active The contact is added to an active sequence Yes Can be changed to Paused, Finished, Out of office, or Opted Out at any time; to Bounced or Replied only after the contact received at least one email in the current sequence Paused Set manually to temporarily halt email sends and reply tracking Yes Only " }, { "title": "How statistics are calculated", "description": "Every email-metric formula — Total people, Contacted, and the denominator split that puts delivery and bounce rates over Total but open and reply rates over Contacted.", "question": "How are statistics calculated in Reply?", "url": "/behavior/statistics-calculation", "md": "/behavior/statistics-calculation.md", "tab": "Behavior", "group": "Replies and state", "type": "behavior", "status": "reviewed", "headings": [ "At a glance", "Rule summary", "Trigger", "What counts as Contacted", "The formulas", "Result", "Deleting contacts and metrics", "Exceptions", "Configuration that changes this rule", "Limits", "FAQ", "Why is my delivery rate high while my open rate looks low?", "Does an out-of-office reply count as a reply?", "Why did my reply rate change for a past period?", "Does deleting a contact clean them out of my stats?", "Related", "Build with Reply" ], "answers": [ "how does Reply calculate sequence statistics", "what counts as contacted in Reply", "how is reply rate calculated in Reply", "what is the difference between Total people and Contacted", "how does deleting a contact change Reply statistics" ], "body": "At a glance Aspect Detail --- --- What it governs The formula behind every key email metric in the Sequence Stats tab and the Email dashboard in Reports Trigger An outreach event: delivery, open, reply, bounce, auto-reply, opt-out, booked meeting Inputs Contact counts by status, delivered and opened emails, replies across channels, inbox categories Result Counters and rates update; opt-out rate updates in real time Configurable Opens and link tracking gate the open and click counters — see Sequence execution Does not Count a LinkedIn connection request without a note as contacted, count auto-replies or bounces as contacted, or judge message quality Plans The metrics are the same across the Sequence Stats tab and the Email dashboard in Reports Rule summary Every reported rate is one counter divided by one of two denominators. Total people — the overall number of contacts in the sequence — is the denominator for delivery rate and bounce rate. Contacted — contacts who received at least one email, excluding Out of Office, Bounced, and Auto Replied — is the denominator for open, reply, interested, meetings-booked, and opt-out rates. The two are linked by one identity: Trigger An outreach event arrives and the matching counter moves: a delivery, a tracked open or click, a reply on any channel, a bounce, an auto-reply, an opt-out, or a booked meeting. What counts as Contacted For the reply rate, Contacted counts all distinct contacts who received at least one of the following: an email step, a LinkedIn connection request with a note or message, or a LinkedIn message or InMail. Two boundaries matter: - A LinkedIn connection request without a note or message is not counted as contacted. - A contact reached via multiple channels is counted once (distinct). Replies counts all distinct contacts who replied via at least one of: email, a LinkedIn message or InMail, or a LinkedIn connection request (with a note/message). The reply rate is based on historical data and may change ov" }, { "title": "Specifications", "description": "The authoritative definition of every Reply object — what it is, how it relates to other objects, its lifecycle, configuration, side effects, and edge cases.", "question": null, "url": "/specifications", "md": "/specifications.md", "tab": "Specifications", "group": "Overview", "type": "specification", "status": "reviewed", "headings": [ "Data objects", "Outreach objects", "Conversation objects", "Jason AI objects", "Planned", "Related", "Build with Reply" ], "answers": [], "body": "A specification page is the canonical explanation of one product object. Capabilities say what Reply can do; specifications say what the objects are . Every page follows the same skeleton — definition, relationships, lifecycle, configuration, behavior, limits, edge cases — so any section can be retrieved on its own. Data objects - {users} Contacts — one record per person, with statuses, stages, and custom fields - {users} Companies — organizations grouping their contacts; Accounts in the app - {layers} Lists — named collections of contacts or accounts for segmentation - {database} Prospect data — Realtime B2B Data search, enrichment, and email validation Outreach objects - {send} Sequences — the unit of execution (formerly \"campaigns\") - {route} Sequence steps — email, LinkedIn, call, SMS, WhatsApp, task, condition - {book} Campaigns — the legacy name, and where it survives - {mail} Email accounts — sending identities (mailboxes) - {list} Schedules — when sending is allowed Conversation objects - {inbox} Conversations — the message history with one contact - {inbox} Inbox — workspace triage over all conversations Jason AI objects - {sparkles} Knowledge bases — sources and reply handlers that ground AI replies - {sparkles} Offers — what you sell, as Jason AI's input - {sparkles} Playbooks — reusable outreach strategies Planned Page Status --- --- Workspaces, users, teams Not written Tasks Not written Calls · Meetings Not written Messages Not written Integrations Not written Subscriptions · Credits Not written Related - Behavior — the deterministic logic that moves these objects - Entity relationships — the full object graph - Statuses — every enum value Build with Reply - REST API: docs.reply.io — each object maps to an endpoint group - MCP: agents.reply.io/mcp · CLI: agents.reply.io/cli" }, { "title": "Contacts", "description": "The specification of the Reply contact — one record per person with profile fields, custom fields, an email validation status, 14 sequence statuses, and a separate pipeline stage. Called People in the app.", "question": "What is a contact in Reply and how does it behave?", "url": "/specifications/contacts", "md": "/specifications/contacts.md", "tab": "Specifications", "group": "Data objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Lifecycle and states", "Configuration", "Processing behavior", "Side effects", "Limits", "Deletion behavior", "Edge cases", "FAQ", "Can a contact be in two sequences at once?", "What is the difference between a status and a stage?", "Why is a contact not receiving emails?", "Why did creating a contact not add a new record?", "Related", "Build with Reply" ], "answers": [ "what is a contact in Reply", "what are contact statuses in Reply", "how do contact stages differ from statuses", "can a contact be in two sequences at once", "what happens when a contact opts out" ], "body": "Contact vs Company. A Contact is a person; a Company is the organization the person belongs to. The Reply app labels these People and Accounts. At a glance Aspect Detail --- --- What it is The record for one person — profile fields, custom fields, an email validation status, sequence statuses, and a stage. People in the app; Contact in the API Belongs to / Contains Belongs to one company at a time and an owner; member of any number of lists; processed by sequences Surfaces UI (People → Contacts) · REST API · MCP Key limit Up to 50 custom fields per account; contact storage 100,000 by default — see Limits Lifecycle Statuses (14 values, up to 4 at once) track processing inside a sequence; a separate stage tracks engagement across all outreach Does not Send anything by itself, keep the Bounced status when moved to another sequence, or shed Opted Out — that status is retained even outside sequences Plans With Team Edition in public mode, only the sequence owner can change a contact's status Definition A contact is the record for one person. The app calls the section People — the People → Contacts page — and the API noun is Contact. The contact grid shows the standard profile fields — Name, Email, Provider, Account, Domain, Company Size, Stage, Industry, Owner, Title, Sequence, Status, Inbox, # Of Calls, Country, City, State, Phone, LinkedIn Recruiter, LI Sales Navigator, and Timezone — plus any custom fields you add. Purpose Contacts are what sequences process, what imports and prospect searches produce, what enrichment fills in, and what replies are matched against. The People page organizes them with quick filters (All, My, Opened, Replied, Bounced, Opted Out, To Call, Clicked), smart filters with saved views, lists, and bulk quick actions such as email validation, enrichment, and moving to sequences. Relationships Relationship Object --- --- Belongs to One company at a time, plus an owner — the team member responsible for the contact Member of Any number of lists Pro" }, { "title": "Companies", "description": "The specification of the Reply company record — Accounts in the app. How accounts group contacts, the eight account stages, account lists, CSV import modes, and filters.", "question": "What is a company in Reply and how does it relate to contacts?", "url": "/specifications/companies", "md": "/specifications/companies.md", "tab": "Specifications", "group": "Data objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Lifecycle and states", "Configuration", "Processing behavior", "Side effects", "Limits", "Deletion behavior", "Edge cases", "FAQ", "How does a contact get linked to a company?", "Can a company be enrolled in a sequence?", "What happens when I import accounts that already exist?", "Does duplicating an account copy its contacts?", "Related", "Build with Reply" ], "answers": [ "what is a company in Reply", "how do accounts group contacts", "what are account stages", "how do I import accounts from a CSV", "can a contact belong to two accounts" ], "body": "Contact vs Company. A Contact is a person; a Company is the organization the person belongs to. The Reply app labels these People and Accounts. At a glance Aspect Detail --- --- What it is The record for one organization — Accounts in the app, Company in the API — grouping the contacts that belong to it Belongs to / Contains Contains contacts — one contact can only be in one account at a time; member of account lists Surfaces UI (People → Accounts) · REST API · MCP Key limit CSV import of up to 10k accounts per file Lifecycle Eight account stages, from New through Qualified and Negotiating to Closed-won or Closed-lost Does not Get enrolled in sequences (enrollment is per contact), hold a contact that already sits in another account, or copy contacts when duplicated Plans The Accounts feature is switched on from the People → Accounts page; existing prospect data is migrated into accounts when you enable it Definition An account groups contacts that belong to the same company or organization — for example, Reply or Salesforce. Each account can include multiple contacts, making it easier to see all interactions with a company in one place and choose the right person to reach out to. The app calls the section Accounts (People → Accounts); the API noun is Company. Accounts are created manually, imported from CSV, or formed automatically from the contact information in your Reply account. Purpose Companies add an organization level on top of individual contacts: account stages track the pipeline from initial contact to deal closure, account lists group companies by industry, region, or any other attribute, and the individual account page collects company-wide activity, notes, and contacts in one place. Once Accounts are enabled, company-level fields such as company size and industry are managed on the account rather than on each contact. Relationships Relationship Object --- --- Contains Contacts, assigned through the contact's Account field or the Move to account action " }, { "title": "Lists", "description": "The specification of Reply lists — named collections of contacts or accounts for segmentation and team sharing, and how lists differ from filters and the blacklist.", "question": "What is a list in Reply and what does it do?", "url": "/specifications/lists", "md": "/specifications/lists.md", "tab": "Specifications", "group": "Data objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Configuration", "Processing behavior", "Blacklist — suppression, not segmentation", "Side effects", "Limits", "Deletion behavior", "Edge cases", "FAQ", "Does adding a contact to a list start outreach?", "Can one contact be on several lists?", "How do I share a list with my team?", "How is the blacklist different from a list?", "Related", "Build with Reply" ], "answers": [ "what is a list in Reply", "can a contact be on multiple lists", "how do I share a contact list with my team", "what is an account list in Reply", "how is the blacklist different from a list" ], "body": "At a glance Aspect Detail --- --- What it is A named collection of contacts (contact list) or companies (account list) used to segment outreach Belongs to / Contains Contains contacts or accounts; lives in the Lists panel of the People page; can be shared with the team Surfaces UI · REST API · MCP Key limit The same contact can sit on multiple lists — unlike filters or sequences Lifecycle Created → populated (grid actions, CSV import, or a Realtime B2B Data search) → renamed, shared, or deleted Does not Enroll contacts in a sequence by itself, or suppress sending — suppression is the blacklist's job, not a list's Plans Sharing lists with the team requires the Public mode of Team Edition Definition A list is a named collection of contacts, managed in the Lists section of the People → Contacts page. Unlike filters, which are positioned at the top of the Contacts page, or sequences, lists offer the flexibility of having the same contact in multiple lists. The Accounts page has its own lists panel for account lists , which group companies — for example by industry or region. Purpose Lists segment outreach: teams operating in the same Reply account use them to divide clients, imports land contacts in the right segment, and each list reports tracking data for its members — the number of Opens, Replies, and Opt-outs. Account lists additionally serve as a targeting input for Realtime B2B Data searches, which can look for contacts only at the companies on an uploaded list. Relationships Relationship Object --- --- Contains Contacts or companies Fed by The Move to lists quick action, CSV import, and Realtime B2B Data searches saved to a list Distinct from Filters (saved views over the grid) and the blacklist (a suppression mechanism) Creation Create a list from the Lists panel with the plus button — name it and click Create . During a CSV import you can add the incoming contacts to a list directly from the Import Contacts page, and you can split the contacts between 2, 3, or " }, { "title": "Prospect data", "description": "The specification of Reply's data services — Realtime B2B Data search, contact enrichment, AI custom field enrichment, and email validation, with the Reply credit cost of each.", "question": "What is Reply Data and how does Live Data search work?", "url": "/specifications/prospect-data", "md": "/specifications/prospect-data.md", "tab": "Specifications", "group": "Data objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Lifecycle and states", "Configuration", "Processing behavior", "Side effects", "Limits", "Deletion behavior", "Edge cases", "FAQ", "What do Reply credits pay for?", "Does re-running a search import duplicates?", "Why did enrichment not overwrite a contact's email?", "What is the difference between Risky and Invalid?", "Related", "Build with Reply" ], "answers": [ "what is Reply Data", "how does Realtime B2B Data search work", "how does contact enrichment work in Reply", "what do Reply credits pay for", "what are email validation statuses" ], "body": "At a glance Aspect Detail --- --- What it is Reply's data services — Realtime B2B Data (Live Data) search over live LinkedIn data, contact enrichment, AI custom field enrichment, and the email validation service Belongs to / Contains Produces and updates contacts, saved to lists, a sequence, or the account directly; enrichment can create and update companies Surfaces UI (Data and People pages, CSV import) · MCP · REST API availability varies by operation — check docs.reply.io Key limit Reply credits: 1 per LinkedIn URL, 2 per email, 3 per phone number; every user receives 50 basic credits Lifecycle A search runs through Running → Finished, No new contacts, or Paused Does not Duplicate contacts already saved to your account, overwrite existing emails or phones during background LinkedIn enrichment, or charge Reply credits when enrichment fails with a system error Plans 50 Reply credits during the trial; Email Volume and Multichannel plans include 50 Reply credits per month, whether monthly or annual Definition Reply's prospect data services answer \"where do contacts come from\" and \"how complete are they\". Realtime B2B Data (also called Live Data) provides live contact information from LinkedIn based on your chosen filters. Contact enrichment fills in missing LinkedIn URLs, emails, and phone numbers on existing contacts. AI custom fields generate per-contact values from a prompt. The email validation service classifies each address as Valid, Risky, or Invalid before you send. Purpose Prospect data is the input side of outreach: build a list without bringing your own CSV, complete the records you already have, and keep bounce rates down by validating addresses before they enter a sequence. Relationships Relationship Object --- --- Produces Contacts, saved to a specific list, a sequence, both, or directly to your Reply account Updates Contact profile fields; company records during LinkedIn URL enrichment Consumes Reply credits (search, enrichment, AI fields) and separat" }, { "title": "Sequences", "description": "The authoritative specification of the Reply sequence — ordered outreach steps, enrolled contacts, up to 100 sending accounts, the General and Replies settings, and the six toggle states. Formerly called a campaign.", "question": "What is a sequence in Reply and how does it behave?", "url": "/specifications/sequences", "md": "/specifications/sequences.md", "tab": "Specifications", "group": "Outreach objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Lifecycle and states", "Configuration", "Processing behavior", "Side effects", "Limits", "Deletion behavior", "Edge cases", "FAQ", "Can a contact be enrolled in two sequences?", "What happens when a prospect replies?", "Does duplicating a sequence copy contacts?", "Why is my sequence's toggle red?", "Can I unarchive an archived sequence?", "Related", "Build with Reply" ], "answers": [ "what is a sequence in Reply", "how does a sequence execute steps", "what do sequence toggle colors mean", "what settings control how many emails a sequence sends", "does duplicating a sequence copy contacts" ], "body": "Sequence vs Campaign. One object, two names — \"campaign\" is the legacy name still used in older articles and API payloads. Current product and API say Sequence; the Campaigns page explains the history. At a glance Aspect Detail --- --- What it is Ordered outreach steps plus enrolled contacts, assigned accounts, a schedule, and settings — Reply's unit of execution Belongs to / Contains Contains sequence steps (Email, LinkedIn, Call, WhatsApp, SMS, Zapier, Task, Condition); enrolls contacts; sends through up to 100 email accounts; timed by a schedule Surfaces UI · REST API · MCP Key limit Up to 100 email accounts per sequence; Max number of emails per day configurable up to 10,000 first-step emails Lifecycle New → Active → Paused → Archived; the toggle shows six colors, from green (Active) to blue (Completed) Does not Copy contacts or metrics when duplicated, restore after Delete, or come back from Archived — archiving is permanent Plans All plans; Team Edition adds Public/Private ownership rules Definition A sequence is an ordered set of outreach steps plus the contacts enrolled into it, the email and LinkedIn accounts that execute it, the schedule that times it, and the settings that constrain it. \"Campaign\" is the former name of the same object — see Campaigns. Purpose The sequence is Reply's unit of execution. Everything that sends, waits, follows up, or stops happens inside a sequence: a contact is enrolled, moves through steps on a schedule, and exits when the sequence finishes, a reply arrives, or a stopping rule fires. Relationships Relationship Object --- --- Contains Sequence steps — Email, LinkedIn, Call, WhatsApp, SMS, Zapier, Task, plus Condition steps that branch the flow into Yes and No paths Enrolls Contacts, managed on the People tab with preset filters (All, Opened, Replied, Bounced, Opted Out, Calls, Clicked) and a Lead's Progress vs History view per step Executes through Up to 100 email accounts, assigned to contacts round-robin, and LinkedIn accou" }, { "title": "Sequence steps", "description": "The specification of sequence steps — email, LinkedIn, call, SMS, WhatsApp, task, condition, and Zapier actions, with A/B variants, step delays, and manual or automatic task handling.", "question": "What is a sequence step in Reply and how do steps execute?", "url": "/specifications/sequence-steps", "md": "/specifications/sequence-steps.md", "tab": "Specifications", "group": "Outreach objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Step types", "Variants", "Delays and ordering", "Processing behavior", "Side effects", "Limits", "Edge cases", "FAQ", "Which steps run automatically and which create tasks?", "How are A/B variants distributed?", "What happens if I never complete a task in Automatic mode?", "Why must a LinkedIn status condition wait 2 hours?", "Can I add a step before Step 1 of an active sequence?", "Related", "Build with Reply" ], "answers": [ "what step types does Reply support", "which sequence steps create tasks", "how do email step variants work", "how do step delays work in Reply", "what is a condition step in a sequence" ], "body": "At a glance Aspect Detail --- --- What it is One action inside a sequence — channel, content, and the delay from the previous step Belongs to / Contains Belongs to exactly one sequence; email steps contain A/B variants; condition steps contain Yes and No branches Surfaces UI · REST API · MCP Key limit One Zapier step per sequence; conditions on LinkedIn statuses need a step delay of at least 2 hours Lifecycle Steps run in order; a condition splits its position into numbered sub-steps (Step 4 → 4.1 (Yes) and 4.2 (No) ) Does not Advance a contact past an unfinished task in Manual mode, send manual emails anywhere except the Reply Chrome Extension, or send manual emails to blacklisted or opted-out contacts Plans All plans; assigning generated tasks to contact owners requires Team Edition Public mode Definition A step is one action inside a sequence: what to do, over which channel, after what delay from the previous step. Steps are added on the Steps tab or in the Sequence Wizard, and support templates and variables in their editors. Step types Type Channel Automated or task-creating Notes --- --- --- --- Email (automatic) Email Automated send Sent from the contact's assigned email account; supports A/B variants Email (manual) Email Creates a Manual email task Labeled Send manual email in the step editor; completed only from the Reply Chrome Extension; exempt from the daily sending limits LinkedIn LinkedIn Manual types create tasks; automatic LinkedIn steps also exist Manual task types: Message , Connect , InMail , View profile ; InMail requires a Sales Navigator account Call Phone Creates a Call task Handled from the Tasks page or the extension, with optional Cloud Calls; supports Automatically call on opens (recommended trigger: 4–7 opens) and Pause on successful call SMS SMS Automated or manual Automated SMS sends from the step template; the manual type creates a task WhatsApp WhatsApp Semi-automated — creates a task The contact moves to the next step once the task i" }, { "title": "Campaigns", "description": "Campaign is the former name of what Reply now calls a sequence. This page explains where the old name survives and routes to the sequence specification.", "question": "What is a campaign in Reply and how does it relate to a sequence?", "url": "/specifications/campaigns", "md": "/specifications/campaigns.md", "tab": "Specifications", "group": "Outreach objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "One fact", "Where the old name survives", "Mapping legacy to current", "Limits", "FAQ", "Is a campaign different from a sequence in Reply?", "Should new integrations use the v1 campaigns endpoints?", "Why do workflow titles on this site still say campaign?", "Related", "Build with Reply" ], "answers": [ "what is a campaign in Reply", "how do campaigns relate to sequences", "where does the campaign name still appear", "should new integrations use the v1 campaigns endpoints" ], "body": "Campaign vs Sequence. One object, two names — \"campaign\" is the legacy name for what the current product and API call a Sequence. This page covers where the old name survives; the full specification lives on the Sequences page. At a glance Aspect Detail --- --- What it is The former name of the sequence — one object, two names Belongs to / Contains Maps one-to-one onto a sequence; there is no separate campaign object model Surfaces Legacy v1 REST API and older help content — the current UI, v3 API, and MCP say sequence Key limit Sequence limits apply — see Limits Lifecycle Sequence statuses apply: New / Active / Paused / Archived Does not Exist as a separate object — creating a \"campaign\" creates a sequence Plans All plans One fact A campaign is a sequence. \"Campaign\" is the former product name for the same object; Reply renamed it, and this site uses sequence everywhere. The full specification lives at Sequences. Where the old name survives Place What you'll see --- --- Legacy v1 API Campaign-named endpoints returning sequence data; the v1 representation differs from v3 (for example, status is reported as a numeric code) — docs.reply.io is the source of truth for both Reply's own help content Older support articles use the two words interchangeably — \"your campaign\" for a sequence, \"the campaigns will resume\", \"campaigns still using this schedule\" — and older article URLs still live under campaigns paths Common speech and search \"Launch a campaign\", \"campaign analytics\" — this site keeps those phrases in workflow titles because that is what people search for Older integrations References to campaigns that map one-to-one onto sequences Mapping legacy to current Legacy (v1) Current (v3) --- --- Campaign Sequence Campaign status (numeric code) Sequence status — New / Active / Paused / Archived; see Statuses Campaign statistics fields Sequence counters — see Calculations Limits A campaign is a sequence, so sequence limits apply: daily sending volume, per-account caps, " }, { "title": "Email accounts", "description": "The specification of Reply email accounts (mailboxes) — plan-based allowances, connection methods from single-click to CSV bulk import, per-account delays, DNS health checks, opt-out settings, and MailToaster warm-up.", "question": "What is an email account in Reply and how does it behave?", "url": "/specifications/email-accounts", "md": "/specifications/email-accounts.md", "tab": "Specifications", "group": "Outreach objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Lifecycle and states", "Configuration", "Processing behavior", "Side effects", "Limits", "Deletion behavior", "FAQ", "What happens when an email account disconnects?", "Can I connect a gmail.com or yahoo.com address?", "How many email accounts does my plan include?", "How do I connect many mailboxes at once?", "How do I find one mailbox among hundreds?", "What happens when an account is deleted?", "Related", "Build with Reply" ], "answers": [ "what is an email account in Reply", "how many email accounts does my Reply plan include", "can I connect a gmail.com mailbox to Reply", "how do I reconnect a disconnected email account", "how does email warm-up work in Reply" ], "body": "Email account vs mailbox. Same thing — the app and many pages say \"mailbox\"; the canonical object name is Email account. At a glance Aspect Detail --- --- What it is A connected email identity — address, sender name, domain — that Reply sends and receives through Belongs to / Contains Assigned to sequences (up to 100 accounts per sequence, one account can serve many sequences); receives messages that become conversations Surfaces UI · REST API · MCP Key limit 400 emails per day per account on paid plans, 200 on trial; included account counts are plan-based Lifecycle Connected (green dot) ⇄ disconnected — a disconnected account blocks sending for its sequences until reconnected Does not Accept generic domains such as gmail.com or yahoo.com for sending, warm itself up (warm-up runs through MailToaster), or detect bounces automatically on Mailgun and other plain SMTP relays Plans All plans — the number of included accounts differs by plan (see Limits) Definition An email account is a connected email identity — address, sender name, domain — that Reply sends and receives through. \"Mailbox\" is the common synonym. Sequences execute email steps through the accounts assigned to them, and one account always serves as the default — the main account used to send emails. Purpose Email accounts are the execution layer of email outreach: they hold the connection to the provider, the daily sending limit, the sender name and signature, the opt-out settings, and the safety settings that protect sender reputation. Relationships Relationship Object --- --- Assigned to Sequences — up to 100 accounts per sequence, contacts distributed round-robin Receives Incoming messages that become conversations; replies are matched by reply detection Protected by MailToaster warm-up, safety settings, and the Email Health Checker's DNS checks — see Deliverability Creation New accounts are added under Settings → Email Accounts → New email account . Connection methods: Method Use for --- --- Single cli" }, { "title": "Schedules", "description": "The specification of Reply schedules — weekly sending windows in UTC with no DST adjustment, contact-timezone sending, national holiday calendars, defaults, and changing the schedule of an active sequence.", "question": "What is a schedule in Reply and how does it control sending?", "url": "/specifications/schedules", "md": "/specifications/schedules.md", "tab": "Specifications", "group": "Outreach objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Configuration", "Processing behavior", "Limits", "Deletion behavior", "Edge cases", "FAQ", "Can I change the schedule for an active sequence?", "Does Reply adjust schedules for Daylight Saving Time?", "What happens when a sequence launches outside sending hours?", "Can sending follow the contact's local time?", "Do holiday calendars cover regional holidays?", "Related", "Build with Reply" ], "answers": [ "what is a schedule in Reply", "can I change the schedule for an active sequence", "does Reply adjust schedules for daylight saving time", "how do holiday calendars affect sending", "can sending follow the contact's time zone" ], "body": "At a glance Aspect Detail --- --- What it is The weekly sending windows, timezone, and holiday calendars that time a sequence's messages Belongs to / Contains Used by any number of sequences; one schedule can be the default for new sequences; holiday calendars (system or custom) attach to it Surfaces UI · REST API · MCP Key limit Reply recommends a delivery window of at least 2.5–4 hours so emails have enough time to send Lifecycle Created → optionally made default → deleted, but only once no sequence uses it Does not Adjust for Daylight Saving Time (Reply uses UTC), include regional or state-level holidays in system calendars, or speed sending up — it only opens and closes time windows Plans All plans; Team Edition members can view and manage teammates' schedules via the All Owners dropdown Definition A schedule defines when a sequence is allowed to send: the weekdays and time ranges when messages go out, evaluated in a chosen sending timezone, with an optional separate schedule for follow-ups and optional holiday calendars that block whole days. Reply uses UTC time and does not account for Daylight Saving Time — use an external time zone converter if you need to compensate. Purpose Schedules keep outreach inside working hours and the right time zone without per-sequence manual timing — including, when enabled, each contact's own local time. Relationships Relationship Object --- --- Used by Any number of sequences; a sequence's schedule is picked from the existing list via the Schedule button on its Steps tab Default One schedule can be made default ( Make default ) — it automatically applies to new sequences Extended by Holiday calendars — a system calendar per selected country, or a custom calendar of specific days Managed in Settings → Schedules ; Team Edition shows teammates' schedules under All Owners Creation A schedule is created from Settings → Schedules → New schedule : enter a name, select the sending timezone, select the days when messages should go out," }, { "title": "Tasks", "description": "The specification of Reply tasks — task types and subtypes, sequence-generated vs manually created tasks, manual and automatic handling modes, Tasks page filters and bulk actions, Chrome Extension execution, and what the task object leaves undocumented.", "question": "What is a task in Reply and how are tasks created and completed?", "url": "/specifications/tasks", "md": "/specifications/tasks.md", "tab": "Specifications", "group": "Outreach objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Task types", "Lifecycle and states", "Configuration", "Processing behavior", "Reporting", "Side effects", "Limits", "Deletion behavior", "Edge cases", "FAQ", "What happens when I click Complete on a manual email task?", "Do tasks block a sequence?", "Who can see and manage tasks?", "Can tasks be assigned to the contact's owner instead of the sequence owner?", "Where is the task API documented?", "Related", "Build with Reply" ], "answers": [ "what is a task in Reply", "how do tasks work in Reply sequences", "what task types does Reply support", "how do I complete tasks in Reply", "can Reply complete tasks automatically" ], "body": "At a glance Aspect Detail --- --- What it is A scheduled unit of manual work — to-do, call, manual email, manual SMS, WhatsApp, LinkedIn action, or meeting — with an owner, a start date, and a due date Belongs to / Contains Owned by a user; every type except To Do references a contact; sequence-generated tasks link back to their sequence Surfaces UI (Tasks page, Reports → Tasks dashboard) · Reply Chrome Extension · MCP Key limit No task-specific numeric limits are documented; due-date urgency colors switch at 1 hour and 8 hours before due Lifecycle Created (by a sequence step or manually) → New → Due → Completed, or Removed at any point Does not Send anything by itself — completing a manual email task from the Tasks page marks it complete and advances the contact without sending the email ; does not get generated for opted-out contacts (manual email tasks); does not advance the contact in Manual mode until completed in the extension Visibility Team Edition off — everyone sees and manages only their own tasks; Team Edition (Public or Private) — team owners see and manage everyone's tasks, other members only tasks assigned to them Definition A task is a reminder to perform a manual outreach action. Reply creates tasks automatically when a contact reaches a step that needs human work — a Task step, Call step, Manual email step, or WhatsApp step — and users create them manually on the Tasks page or in the Reply Chrome Extension. Tasks are primarily executed in the Chrome Extension; the Tasks page is where they are filtered, reassigned, completed, and removed in bulk. The task object is one of the least-specified objects in Reply's documentation. The documented surface is the Tasks page, the Chrome Extension, and the sequence settings that generate tasks. A task data model beyond the creation-dialog fields, a formal state machine, and task REST endpoints are not documented — for the current API surface, check docs.reply.io. Purpose Tasks bring human touches — calls, pers" }, { "title": "Templates and variables", "description": "The specification of Reply message templates and personalization variables — the contact, team, custom, advanced, and AI variable types with their syntax, Spintax randomization, template folders and sharing, and the HTML-editor rules for images, fonts, and hyperlinked custom fields.", "question": "What variables and templates does Reply support and how do they work?", "url": "/specifications/templates-and-variables", "md": "/specifications/templates-and-variables.md", "tab": "Specifications", "group": "Outreach objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Variable types", "Basic contact variables", "Team variables", "Custom variables", "Advanced variables", "AI variables", "Spintax", "Processing behavior", "Template management", "Side effects", "Limits", "Deletion behavior", "Edge cases", "FAQ", "What happens when a contact is missing data for a variable?", "Why doesn't my AI variable appear in the preview?", "Can I put a variable inside a Spintax block?", "How do I share templates with my team?", "How do I change the font of my emails?", "Related", "Build with Reply" ], "answers": [ "what variables does Reply support", "how do I personalize emails in Reply", "what is Spintax in Reply", "how do fallback variables work in Reply", "how do I share email templates with my team" ], "body": "At a glance Aspect Detail --- --- What it is The personalization layer of Reply messaging: reusable templates plus {{ }} variables resolved per contact when each message goes out Belongs to / Contains Variables are used in email, LinkedIn, SMS, and WhatsApp steps and in Call step notes; templates live in Personal , Team , and Library folders under Sequences → Templates Surfaces UI (template editor, sequence step editor, Chrome Extension task templates) Key limit An AI variable with live web search costs 1 Reply credit per variable per contact ; without live search it is free Lifecycle Template created → optionally shared to the Team folder → removed (still visible on the stats page until the sequence is removed or archived) Does not Show AI variable output on the Preview page (it is generated just before sending), allow variables inside a Spintax block, or accept spaces in variable names Sharing Templates can be shared in both Team Edition Private and Public modes; saved AI prompts stay private to your account Definition Variables are placeholders you use in email, LinkedIn, SMS, and WhatsApp templates, as well as in Call steps, to automatically pull data from your contacts and team. Instead of typing each recipient's name, you write {{FirstName}} or {{Company}} and Reply fills in the right value for every contact. Templates are saved message bodies — with formatting, links, variables, files, and images — organized in folders and reusable across sequences. Purpose Variables personalize messages at scale without editing each one manually; varying the wording per recipient (fallbacks, conditions, Spintax, AI snippets) also keeps templates from being identical, which helps deliverability. Templates save the best-performing copy for reuse and share it with the team. Relationships Relationship Object --- --- Contact variables pull from The contact card on the People page — see Contacts Team variables pull from The contact owner, the logged-in Reply account, and the conne" }, { "title": "Conversations", "description": "The specification of Reply conversations — message threads with one contact across email and LinkedIn, their participants, CC handling, threading rules, and outside-email sync.", "question": "What is a conversation in Reply and how do messages attach to it?", "url": "/specifications/conversations", "md": "/specifications/conversations.md", "tab": "Specifications", "group": "Conversation objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Lifecycle and states", "Configuration", "Email threading", "Replying on behalf of teammates", "AI-generated draft replies", "Processing behavior", "How messages attach", "Replying", "Forwarding", "Side effects", "Limits", "Deletion behavior", "Edge cases", "FAQ", "How do I send sequence emails in the same thread?", "Do emails sent outside Reply appear in the conversation?", "Can I reply to a thread a teammate started?", "Can I save someone from CC or BCC as a contact?", "Why can't I change the From address when replying?", "Related", "Build with Reply" ], "answers": [ "what is a conversation in Reply", "how do sequence emails send in the same thread", "do emails sent outside Reply appear in the thread", "who can reply to a thread in the Reply inbox", "how does Reply handle CC recipients when replying" ], "body": "At a glance Aspect Detail --- --- What it is The message history between your workspace and one contact — automatic and manual emails, LinkedIn messages, connection requests, and InMails Belongs to / Contains Belongs to one contact; references the sequence where it was initiated; shown in the Inbox Key rule Follow-up emails with an empty subject line send in the same thread as the opener Sending account A reply always goes out from the email account the thread is connected to — the From row is read-only Key limit LinkedIn messages are capped at 8,000 characters Does not Show emails sent outside Reply until the contact has received at least one email from Reply; thread follow-ups when the opener's subject carries a \"Re:\"-style prefix; thread test emails Team access History covers responses to you and to other team members; viewing a contact's full email history as a team requires the Team Edition Definition A conversation (thread) is the message history between your workspace and one contact. It spans automatic and manual emails as well as LinkedIn messages, connection requests, and InMails, displayed chronologically with all related details — the contact's profile, contact information, and email address. Purpose Conversations bring every exchange with a contact into one place, so you can read the full history, respond, forward, and save new participants as contacts without switching between mailboxes or parts of the platform. They are the unit the Inbox lists, filters, and categorizes. Relationships Relationship Object --- --- Belongs to One contact — clicking a participant's name or address opens the contact sidebar References The sequence where the thread was initiated; empty for conversations started via direct LinkedIn actions from the contact card Sent from The email account or LinkedIn account connected to the thread Shown in The Inbox, at both the consolidated and the sequence level Feeds The contact's Activity log — synced emails appear under its Emails tab " }, { "title": "Inbox", "description": "The specification of the Reply Inbox — the consolidated view over all threads, with main and inbox categories, filters, search, unread state, and auto-reply handling.", "question": "What is the Reply Inbox and how does it organize threads?", "url": "/specifications/inbox", "md": "/specifications/inbox.md", "tab": "Specifications", "group": "Conversation objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Lifecycle and states", "Configuration", "Inbox categories", "Custom categories", "Auto-reply handling", "Notifications", "Processing behavior", "Viewing threads", "Assigning categories", "Filtering", "Search", "Bulk actions", "Canned responses", "Side effects", "Limits", "Deletion behavior", "Edge cases", "FAQ", "What are the default inbox categories?", "Can a thread have more than one inbox category?", "Why don't I see out-of-office replies and bounces in the Inbox?", "How do I export replies from the Inbox?", "Does the sequence-level Inbox behave differently?", "Related", "Build with Reply" ], "answers": [ "what is the Reply inbox", "what are the default inbox categories in Reply", "can a thread have more than one inbox category", "how do I hide auto-replies in the Reply inbox", "how do I export replies from the inbox to CSV" ], "body": "At a glance Aspect Detail --- --- What it is The Consolidated Inbox — all threads from all sequences initiated by all team members, in one place Contains Conversations from automatic and manual emails and LinkedIn messages Organized by Main categories (Inbox, Unread, AI draft) and inbox categories, each with an unread counter Key rule Only one inbox category can be assigned per thread — Meeting intent , a subcategory, is the exception Levels Consolidated (Inbox button in the main header) and sequence level (the Inbox tab of a sequence); both are synced and updated simultaneously Does not Display auto-replies, out-of-office messages, or bounced emails by default; allow multiple inbox categories on one thread; offer Delete as a bulk action on desktop Definition The Inbox — also known as the Consolidated Inbox — gathers all threads from all sequences initiated by all team members in one place. It opens from the Inbox button in the main header menu, which carries a counter of unread messages. Purpose With more than one active sequence, responses would otherwise be checked in a different inbox per sequence. The Consolidated Inbox manages all threads from all sequences in one place: reading replies from automatic and manual emails and LinkedIn, filtering and grouping them, responding quickly, and performing bulk actions. Relationships Relationship Object --- --- Contains Conversations from every sequence and team member Mirrored at The sequence level — the Inbox tab of a sequence shows only that sequence's threads Categorizes with Main categories and inbox categories, including custom ones Filters over Sequences, sending emails, LinkedIn accounts, categories, timeframes, channels, and team members Creation Threads appear once contacts reply — if you have not received any replies yet, the inbox is empty. Replies arrive from automatic and manual emails and from LinkedIn, including conversations started via direct LinkedIn actions on the contact card. Auto-replies, out-of-of" }, { "title": "Knowledge bases", "description": "The specification of the Jason AI knowledge base — product information added as text, documents (100 MB per file), and links, plus Reply Handling with Auto, Draft, and Stop & notify modes and Re-engagement follow-ups.", "question": "What is a knowledge base in Reply and what does Jason AI use it for?", "url": "/specifications/knowledge-bases", "md": "/specifications/knowledge-bases.md", "tab": "Specifications", "group": "Jason AI objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Configuration", "Sources", "Reply handlers", "Re-engagement", "Processing behavior", "Limits", "Edge cases", "FAQ", "Are AI-generated answers sent automatically?", "What does Stop & notify do?", "What are re-engagement follow-ups?", "What content can a knowledge base hold?", "How do I connect a knowledge base to a sequence?", "Related", "Build with Reply" ], "answers": [ "what is a knowledge base in Reply", "how do reply handlers work", "what are re-engagement follow-ups in Jason AI", "what delivery modes can a reply handler use", "how do I connect a knowledge base to a sequence" ], "body": "Jason AI knowledge base vs the in-app assistant's knowledge source. This page specifies the AI SDR knowledge base you build for your own outreach. Reply's in-app chat assistant answers product questions from its own bundled help-center source — a separate mechanism, not configured here. At a glance Aspect Detail --- --- What it is Key information about your product — features, guides, FAQs, benefits, pricing — that Jason AI uses when handling replies Belongs to / Contains Contains sources (text, documents, links), Reply Handling handlers, and Re-engagement follow-ups; linked to AI SDR sequences Surfaces UI · REST API · MCP Key limit 100 MB per uploaded document file; only PDF, DOC, and DOCX documents are accepted Lifecycle Created and named on the AI SDR → Knowledge Bases page → content added → handlers and re-engagement configured → linked to a sequence Does not Write the outbound sequence steps — its content is used when Jason handles replies and re-engages silent leads, not to build the sequence itself Definition The knowledge base gives Jason AI key information about your product so it can respond to prospects accurately and handle different types of questions — product features, guides, FAQs, benefits, pricing, and more. Two configuration layers live inside it: Reply Handling (custom answers for common questions) and Re-engagement (follow-up messages to leads who stop responding). Purpose The knowledge base gives Jason the core information about your product; Reply Handling adds an extra layer by letting you decide how Jason should answer certain types of questions — more control over reply scenarios and over the tone and structure of answers. Re-engagement keeps conversations going without tracking every lead manually. Relationships Relationship Object --- --- Linked to AI SDR sequences — click New AI SDR Sequence right after creating the knowledge base, or select it from the library when setting up a sequence Contains Sources (text, documents, links), reply h" }, { "title": "Offers", "description": "The specification of Jason AI offers — audience-specific positioning built from an ICP, pain points, value propositions, proof points, and case studies; five are generated per new sequence, with an Update original vs Keep separate edit flow.", "question": "What is an offer in Reply and how does Jason AI use it?", "url": "/specifications/offers", "md": "/specifications/offers.md", "tab": "Specifications", "group": "Jason AI objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Configuration", "Editing and updates", "Processing behavior", "Limits", "Edge cases", "FAQ", "Does editing an offer change the sequences that use it?", "How many offers does Jason AI generate?", "What happens when I change an offer's ICP?", "How is an offer different from a playbook?", "Can I A/B test offers?", "Related", "Build with Reply" ], "answers": [ "what is an offer in Reply", "how does Jason AI generate offers", "does editing an offer affect existing sequences", "how many offers does Jason AI create per sequence", "how do offers segment an audience" ], "body": "At a glance Aspect Detail --- --- What it is A way to present your product (or part of it) to a specific audience — the ICP plus the pain points, value propositions, proof points, and case studies that matter to that segment Belongs to / Contains Selected into AI SDR sequences; its data feeds message generation and AI-generated playbooks Surfaces UI · REST API · MCP Key limit 5 offers are generated automatically per new AI SDR sequence — one in the wizard, four in the background Lifecycle Created manually, generated from a website URL, or auto-generated during sequence creation; edits prompt Update original vs Keep separate Does not Control message structure, tone, or channels — that is the playbook's job; the offer defines who you're reaching out to and what you're offering them Plans AI SDR plans; the 30-day AI SDR trial includes full access to Offers Definition An offer is a way to present your product (or part of it) to a specific audience, based on what matters most to them. Each offer speaks to one segment of your audience by focusing on its unique pain points, needs, and priorities — offers are about who you're reaching out to, and what you're offering them . Purpose Offers segment your audience and make messaging targeted: tailor the message to each group's pain points, test how different segments respond to your offer, and learn which segment is most engaged so you can focus on what works. The same product can be packaged differently for a sales manager, a VP of sales, or a recruiter. You can build personalized sequences for each group and even A/B test them to improve performance over time. Relationships Relationship Object --- --- Selected into AI SDR sequences — start a New AI SDR sequence with the offer, or pick one from the dropdown during sequence setup Feeds Message generation — Jason selects one pain point, one value proposition, one case study, and one CTA from your business inputs for each message, so no two emails are exactly the same Feeds AI-ge" }, { "title": "Playbook (Jason AI object)", "description": "The specification of the Jason AI playbook — the message-generation prompt with Do and Don't instructions, step-specific sections, step attachments, and the AI-generated playbook Jason builds from your offer.", "question": "What is a playbook in Reply and how does it control the messages Jason AI writes?", "url": "/specifications/playbooks", "md": "/specifications/playbooks.md", "tab": "Specifications", "group": "Jason AI objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Writing a playbook manually", "AI-generated playbooks (meta playbook)", "Duplicating", "Configuration", "What a playbook controls", "What a playbook cannot do", "Structure of a well-built playbook", "Variables and hyperlinks", "Multi-language", "Step attachments", "Processing behavior", "Editing a saved playbook", "Limits", "Edge cases", "FAQ", "Can Jason AI generate a playbook for me?", "Does editing a playbook change sequences already using it?", "Can a playbook control who gets contacted?", "Can I attach files for Jason to send?", "Do playbooks work in languages other than English?", "Related", "Build with Reply" ], "answers": [ "what is a playbook in Reply", "how do playbooks control AI-generated messages", "can Jason AI generate a playbook automatically", "what can a playbook not do", "can files be attached to playbook steps" ], "body": "Playbook (Jason AI object) vs Playbooks (site section). This page specifies the Jason AI configuration object. For human-readable outreach recipes, see Playbooks. At a glance Aspect Detail --- --- What it is Your guide for how AI SDR generates sequence messages — custom prompt instructions so the content matches your style, sales goals, and strategy Belongs to / Contains Attached to AI SDR sequences; organized under the Library (ready-made examples) and Team folder tabs; can carry step attachments Surfaces UI · REST API · MCP Key limit Step attachments: 3 MB per file, 4 MB total per email step type, 1 file per LinkedIn step Lifecycle Written manually or generated by Jason from your offer (tagged AI Generated ); your own playbooks are editable any time, Library defaults are not; both can be duplicated Does not Create sequences, control LinkedIn actions, research contacts, or filter who to reach out to — and once a prospect replies, playbook instructions no longer apply Definition A playbook is your own guide for how AI SDR generates sequence messages. Its custom prompts — what to highlight, what to leave out, do's and don'ts, and how to organize the messaging — give you control over how the AI creates outreach messages, so the content matches your style, sales goals, and strategy. A playbook does not have to be long: it can be as simple as one sentence, such as \"Don't mention the competitors' names — be polite and avoid hard selling.\" Purpose Playbooks are for message creation, not sequence setup. They let you control tone, style, and length, set subject-line rules, apply variables and personalization points, guide the structure of specific steps, specify when to include links, and keep shaping follow-ups in the right tone until a prospect responds. The best way to control Jason's tone of voice is via a playbook. Relationships Relationship Object --- --- Attached to AI SDR sequences — click New AI SDR Sequence above the playbook, or Add playbook while setting up a se" }, { "title": "Workspaces and roles", "description": "The specification of Reply's organization structure — how an organization contains workspaces and users, the permanent organization-owner rules, the three role levels, Team Edition Public and Private modes, and the seat types that gate access to mailboxes, LinkedIn, and calls.", "question": "How do organizations, workspaces, roles, and Team Edition work in Reply?", "url": "/specifications/workspaces-and-roles", "md": "/specifications/workspaces-and-roles.md", "tab": "Specifications", "group": "Platform objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Team Management vs Organization", "Creation", "Lifecycle and states", "Configuration", "Role levels", "Team Edition", "Team Management roles", "Mailboxes in a team", "Seats", "Processing behavior", "Side effects", "Limits", "Deletion behavior", "Removing a team member", "Edge cases", "FAQ", "Can the organization owner be changed?", "Can Team Edition be turned off after enabling it?", "What is the difference between Team-wide and Workspace roles?", "What happens to a user's data when they are removed from a workspace?", "Do workspaces share any data?", "What is the difference between Public and Private mode?", "Which mode should a team start with?", "What happens when I remove a team member from Team Management?", "Can I manage a teammate's mailbox?", "Who can assign the Admin and Regular team roles?", "Related", "Build with Reply" ], "answers": [ "how do workspaces work in Reply", "who is the organization owner in Reply", "what roles exist in Reply", "what is Team Edition Public and Private mode", "how do seats work in Reply", "what is the difference between Public and Private mode in Reply", "how do I remove a team member in Reply" ], "body": "At a glance Aspect Detail --- --- What it is The containment and access model of a Reply account: an organization holds workspaces; workspaces hold users, each with a role Belongs to / Contains Organization → workspaces (clients, teams, projects) → users with roles; contacts, sequences, and email accounts are isolated per workspace Surfaces UI — profile photo → Organization (tabs: Workspaces, Users, Roles & Permissions); profile photo → Team Management (tabs: Members, Permissions) for a single team Key rule Exactly one organization owner per organization — automatically part of every workspace, cannot be removed, reassigned, or transferred Lifecycle Organization created with a Default Team → workspaces added → users invited ( Pending until accepted) → workspaces deleted only after all users except the owner are removed Does not Share data between workspaces, allow transferring the organization-owner role (deleting the whole organization is the only way to remove it), or allow reverting Team Edition once enabled Availability Organizations are available by default for all new accounts Definition An organization is the top-level container of a Reply account. It holds workspaces — separate groups for individual clients, teams, or projects, each with its own users, roles, settings, and data — and the users invited into them. Roles define what actions users can take; permissions determine which features and data they can access. Team Edition is the collaboration layer inside a team: it merges prospects, sequences, schedules, and templates across members, in either Public or Private mode. Purpose Organizations are designed for teams and agencies that manage outreach for multiple clients: separate workspaces keep each client's prospects, sequences, and templates independent, while roles and permissions control visibility and access from a single account. Relationships Relationship Object --- --- Organization contains Workspaces, users, and three levels of roles; opened via " }, { "title": "Triggers", "description": "The specification of Reply triggers — the built-in When/If/Then automations in Settings, the full catalog of trigger events with their available actions, the conditions that narrow them, and how they behave in Team Edition.", "question": "What is a trigger in Reply and what events and actions are available?", "url": "/specifications/triggers", "md": "/specifications/triggers.md", "tab": "Specifications", "group": "Platform objects", "type": "specification", "status": "reviewed", "headings": [ "At a glance", "Definition", "Purpose", "Relationships", "Creation", "Configuration", "The When / If / Then structure", "Trigger catalog", "Conditions", "Team Edition behavior", "Processing behavior", "Worked examples", "Limits", "Edge cases", "FAQ", "Where do I create a trigger?", "What can a trigger do once it fires?", "Can a trigger apply to only one sequence?", "How do triggers behave across a team?", "Does the Account created trigger need setting up?", "Which trigger events cover LinkedIn?", "Related", "Build with Reply" ], "answers": [ "what is a trigger in Reply", "what trigger events are available in Reply", "how do I automate contact stages in Reply", "how do triggers work in Team Edition", "can a trigger move a contact to another sequence" ], "body": "At a glance Aspect Detail --- --- What it is A built-in automation that runs one or more actions when a chosen event happens, optionally narrowed by conditions Belongs to / Contains Lives in Settings → Triggers ; acts on contacts, their lists, sequence membership, fields, stages, and owners Surfaces UI · MCP Key limit 17 trigger events; each event offers its own fixed set of actions Lifecycle Created → named → event picked in When → optional conditions in If → actions chosen in Then → saved → activated with a toggle; some triggers are predefined and already active Does not Run before its toggle is enabled, or react to events outside the catalog below Plans Assign Owner actions are marked TE Only ; Contact owner and Sequence owner conditions require Team Edition Public support for triggers Definition Triggers in Reply are built-in automations that run based on specific events or conditions, such as a contact opening an email or replying to a message. When a certain event or condition occurs, you define an action — for example, assign a contact stage, move the contact to a sequence, or remove them from a sequence — so these updates happen automatically. For example, if a contact opens an email or clicks a link, you can automatically assign them the Interested contact stage. This identifies engaged prospects and lets you continue working with them without extra steps. Some triggers are predefined — they exist and work by default rather than being built by hand. Account created is one of them: out of the box it assigns the New account stage to every newly created account. A predefined trigger can be customized, or you can leave it alone and create your own trigger for a different event, condition, and action combination. Purpose Triggers remove the manual bookkeeping between an outreach event and the record change it should cause. They are the mechanism for reacting to engagement (opens, clicks, replies, LinkedIn acceptances), to failures (bounces, invalid LinkedIn URLs" }, { "title": "Reference", "description": "Exact values and lookup tables — terminology, entity relationships, statuses, permissions, limits, and calculations. Compact pages built for retrieval, not reading order.", "question": null, "url": "/reference", "md": "/reference.md", "tab": "Reference", "group": "Overview", "type": "reference", "status": "reviewed", "headings": [ "Planned", "Related", "Build with Reply" ], "answers": [], "body": "Reference pages hold the exact values the rest of the site points to. Each page is a set of tables meant to be retrieved on its own — by a person checking one value or by an agent grounding a claim. - {book} Terminology — every product noun, its synonyms, and its one canonical definition - {layers} Entity relationships — which object contains, uses, or references which - {route} Lifecycle diagrams — contact status, sequence toggle, and email validation lifecycles as text diagrams - {list} Statuses — contact statuses, stages, toggle colors, validation results, and inbox categories - {shield} Permissions and roles — organization, team-wide, and workspace roles with their permission lists - {scale} Limits — sending, rate, and plan limits - {chart} Calculations — how each reported number is computed Planned Reference pages specified but not yet written: Page Status --- --- Status transitions (full matrix) Not written Feature availability by plan Not written Channel availability Not written Data retention Not written Timezones and date behavior Not written Naming conventions Not written Related - Specifications — the objects these values belong to - Behavior — the logic that moves objects between these statuses Build with Reply - REST API: docs.reply.io — the field-level source of truth for every value here - Machine spec: bundled.yaml" }, { "title": "Terminology", "description": "The canonical name for every Reply object, the synonyms you will meet in the app and the API, and the one-line definition of each.", "question": "What is the canonical name for each Reply object?", "url": "/reference/terminology", "md": "/reference/terminology.md", "tab": "Reference", "group": "Vocabulary and model", "type": "reference", "status": "reviewed", "headings": [ "Glossary", "Campaign (legacy)", "Company", "Contact", "Conversation", "Email account", "Inbox", "Jason AI", "Knowledge base", "List", "Offer", "Playbook (Jason AI object)", "Playbooks (site section)", "Prospect data", "Schedule", "Sequence", "Sequence step", "Stage", "Task", "Warm-up", "Reading rule", "Related", "Build with Reply" ], "answers": [ "what is a sequence in Reply", "what is the difference between a sequence and a campaign in Reply", "what does Reply call a mailbox", "Reply terminology glossary" ], "body": "Each term has exactly one canonical definition on this site. When the app, the legacy API, and the current API use different words for one object, the entry below is the mapping. This glossary is generated from the site's entity registry ( entities.yaml ), so it cannot drift from the names the rest of the site uses. Glossary Campaign (legacy) The former name of the Sequence object, kept because older articles, integrations, and API payloads still use it. See Campaign (legacy). Not the same thing as Sequence — not a separate object — one thing, two names, and Sequence is the current one. Company An organization record that groups Contacts and carries firmographic fields. The Reply app calls these Accounts; the API noun is Company. See Company. Also encountered as: account . Use \"Company\" in anything you write. Contact A person record with email, enrichment fields, ownership, and outreach state — automatically assigned statuses per sequence plus one editable stage. The unit that sequences enroll and act on. See Contact. Also encountered as: prospect , lead , person . Use \"Contact\" in anything you write. Not the same thing as Company — a Contact is a person; a Company is the organization a Contact belongs to. Conversation The message thread between a Contact and your team across channels, including reply classification state. See Conversation. Also encountered as: thread . Use \"Conversation\" in anything you write. Email account A connected mailbox Reply sends from and reads replies through, with its own daily limits, signature, and warm-up state. See Email account. Also encountered as: mailbox , sending account , inbox account . Use \"Email account\" in anything you write. Inbox The shared surface where Conversations from all connected Email accounts and channels are read, answered, and sorted into categories — one category per thread, with Meeting intent as a subcategory. See Inbox. Also encountered as: shared inbox , unified inbox . Use \"Inbox\" in anything you write. J" }, { "title": "A–Z index", "description": "Every page and every registered entity on this site, alphabetically — pages, objects, and the synonyms that point at them.", "question": "Where is the alphabetical index of everything on this site?", "url": "/reference/a-z", "md": "/reference/a-z.md", "tab": "Reference", "group": "Vocabulary and model", "type": "reference", "status": "reviewed", "headings": [ "A", "B", "C", "D", "E", "F", "H", "I", "J", "K", "L", "M", "O", "P", "R", "S", "T", "U", "W" ], "answers": [ "Reply documentation index", "alphabetical list of Reply objects", "how to find a page on how.reply.io" ], "body": "This index is generated from the page map and the entity registry on every build — it is always complete. Aliases appear under their own letter and point at the canonical entry. If you cannot use the search (⌘K), start here. A - account — see Company - Agent index — Overview - AI chat assistant — Capability - AI SDR — Capability - AI SDR agent — see Jason AI - AI SDR for lean teams — Playbook - AI writing assistant — Capability - Analyze campaign performance — Workflow - API limits and webhooks — Reference B - B2B database — see Prospect data - Behavior — Behavior - Book meetings from inbound signals — Playbook - Build a prospect list — Workflow - Build an AI SDR — Workflow C - cadence — see Sequence - Calculations — Reference - Calls and SMS — Capability - campaign — see Sequence - Campaign (legacy) — Entity - Campaign analytics — Capability - Campaigns — Specification - Capabilities — Capability - Chrome extension — Capability - Companies — Specification - Company — Entity - Configure account settings — How-to - Configure sending limits — How-to - Connect a LinkedIn account — How-to - Connect a mailbox — How-to - Contact — Entity - contact list — see List - Contact management — Capability - contact stage — see Stage - Contacts — Specification - Conversation — Entity - Conversations — Specification - Core concepts — Learn - Create a sequence — How-to - CRM and integrations — Capability D - Data enrichment — Capability - Deliverability — Capability E - Edit a running sequence — How-to - Email account — Entity - Email accounts — Specification - Email deliverability — Learn - Email outreach — Capability - Email warm-up — Learn - Entity relationships — Reference F - Filter contacts — How-to - Find prospects from an ICP — Workflow H - How a sequence executes — Behavior - How contacts enter a sequence — Behavior - How email validation works — Behavior - How LinkedIn action limits work — Behavior - How Reply detects duplicate contacts — Behavior - How Reply detects replie" }, { "title": "Entity relationships", "description": "Which Reply object contains, uses, or references which — the organization containment chain, the outreach object graph, and the ownership rules that move data between them.", "question": "What are the entity relationships in Reply?", "url": "/reference/entity-relationships", "md": "/reference/entity-relationships.md", "tab": "Reference", "group": "Vocabulary and model", "type": "reference", "status": "reviewed", "headings": [ "Organization structure", "Outreach object graph", "Ownership and what moves where", "Three relationships that surprise people", "Related", "Build with Reply" ], "answers": [ "how do organizations workspaces and users relate in Reply", "what objects does a sequence connect to", "can a contact belong to more than one account", "what happens to data when a user is removed" ], "body": "Two graphs cover the Reply object model: the organization containment chain (who can see what) and the outreach object graph (what acts on what). Both diagrams are plain text so they stay machine-readable. Organization structure Subject Relationship Object Rule --- --- --- --- Organization contains Workspaces Each workspace has its own users, roles, and settings Workspace contains Users A user can belong to several workspaces, with a different role in each User belongs to Organizations One set of credentials can belong to multiple organizations; permissions apply independently per organization Organization owner member of Every workspace Automatic; cannot be removed or reassigned Data does not cross workspaces: contacts, sequences, and email accounts remain isolated per workspace even when a user works in several of them. Roles and permissions: Permissions and roles. Outreach object graph Subject Relationship Object Rule --- --- --- --- Account (Company) groups Contacts One contact can only be in one account at a time; an account can hold many contacts List groups Contacts Used to stage, organize, and bulk-move contacts Account list groups Accounts An account can be added to several lists at once Sequence contains Sequence steps Email, call, task, and LinkedIn steps with delays and settings Sequence enrolls Contacts Each enrollment carries its own per-sequence status — see Statuses Sequence sends through Email accounts Selected from the accounts connected to the Reply account; a sequence can use several Sequence timed by Schedule A sequence cannot run without a sending schedule Conversation belongs to Contact Replies are matched to the contact and tracked in their activity Inbox aggregates Conversations One surface across all connected email accounts; one inbox category per thread Prospect data search adds Contacts Search results become contacts you can list and enroll The Jason AI layer extends sequences with three more objects — Offers, Playbooks, and Knowledge ba" }, { "title": "Lifecycle diagrams", "description": "The contact status, sequence toggle, and email validation lifecycles as machine-readable text diagrams, each with a table of the events that trigger every transition.", "question": "What are the lifecycle states in Reply?", "url": "/reference/lifecycle-diagrams", "md": "/reference/lifecycle-diagrams.md", "tab": "Reference", "group": "Vocabulary and model", "type": "reference", "status": "reviewed", "headings": [ "Contact status lifecycle", "Sequence toggle lifecycle", "Email validation lifecycle", "Related", "Build with Reply" ], "answers": [ "what is the contact status lifecycle in Reply", "how does a sequence toggle change color", "what are the email validation outcomes", "what events stop sending to a contact" ], "body": "Each diagram is plain text so it stays machine-readable. Exact values and full status tables: Statuses. Contact status lifecycle Contacted , Opened , and Clicked are additive markers — they join the contact's other statuses rather than replacing them. Status Emails sent Exit path --- --- --- Active Yes Any event above Paused No Manual change back to Active Missing data No Fill in the variable or remove it from the template, then clear the status manually Out of office No Change to Active manually, or automatic out-of-office handling; a real reply from the contact is still detected and handled per the sequence's replies-handling setting Bounced No Update the email address, remove Bounced, set Active, and resend within the same sequence; the status is not retained in a different sequence Replied Stops by default Continue sending emails in replies handling keeps the remaining steps going Auto-replied No (comes with Finished) Change the accompanying Finished status to Active manually; Auto-replied itself cannot be removed Opted out No Manual removal only; the contact cannot be moved to another sequence while opted out To call — A call action moves the contact to Called Called — Permanent; removable only via the contact sidebar Finished No Back to Active only if steps remain or new steps were added Sequence toggle lifecycle Toggle State Common triggers --- --- --- Gray Inactive Newly created and not launched, paused, or archived Green Active Launched, restarted after a pause, or working through steps — planning, checking conditions, sending, generating tasks, executing LinkedIn actions Red Action required Sending email account removed or disconnected, LinkedIn account removed, sending errors, no contacts, missing schedule, suspension at the 8% bounce-rate threshold Orange Issues detected Contacts without an assigned email or LinkedIn account, contacts missing required data, provider block on some accounts, 4% bounce rate reached, missing voice profile Yellow Limits reach" }, { "title": "Statuses", "description": "Every status family in Reply with exact values — the 14 contact statuses, contact and account stages, sequence toggle colors, email validation results, and inbox categories.", "question": "What status values exist in Reply?", "url": "/reference/statuses", "md": "/reference/statuses.md", "tab": "Reference", "group": "Exact values", "type": "reference", "status": "reviewed", "headings": [ "Contact statuses", "Contact stages", "Account stages", "Sequence toggle states", "Red — action required triggers", "Orange — warning triggers", "Yellow — limit triggers", "Email validation statuses", "Inbox categories", "FAQ", "Are contact statuses the same as contact stages?", "Can I create a new contact or account stage?", "Does the Bounced status follow a contact into another sequence?", "Related", "Build with Reply" ], "answers": [ "what are the contact statuses in Reply", "how are contact stages different from statuses", "what do the sequence toggle colors mean", "what are the email validation statuses in Reply", "what inbox categories does Reply use" ], "body": "Reply labels objects with several independent status families. The two most often confused are contact statuses and contact stages : Statuses are not stages. A contact status describes processing within a specific sequence and is assigned by Reply automatically based on the interaction (with some manual exceptions). A contact stage is an editable label for the level of interaction and engagement across your entire outreach — you set it yourself, and it is not tied to any one sequence. Contact statuses Each contact in a sequence carries one or more of these 14 statuses. Statuses can combine — Replied usually comes together with Finished , and a Bounced contact can also show Opened (the recipient provider's email checker, or your own view of the bounce-back message). Status Meaning Assigned when User-settable --- --- --- --- Active The contact can receive emails; replies are tracked The contact is added to an active sequence Yes — change to Paused, Finished, Out of office, or Opted out anytime; to Bounced or Replied only after at least one email was sent Paused Sending and reply tracking stop temporarily Set manually; only possible for contacts that are in a sequence Yes — revert to Active to resume Missing data No emails are sent until resolved A template variable has no matching value in the contact's profile Removal only — fill in the variable or remove it from the template, then clear the status manually Bounced An email came back undelivered A send is returned (invalid address or other reasons) Yes — assignable after at least one email; not retained when the contact moves to a different sequence Out of office Further steps stop until the status is removed An auto-reply with out-of-office keywords is detected Yes — change to Active manually, or configure automatic out-of-office handling Finished No emails are sent; reply detection stops The contact replies to a sequence email, or all steps have been sent Yes — back to Active only if steps remain or new steps were " }, { "title": "Permissions and roles", "description": "Reply's three-tier role model — organization, team-wide, and workspace roles — with the organization-level permission list, workspace permission categories, and the seat types behind resource access.", "question": "What permissions and roles exist in Reply?", "url": "/reference/permissions", "md": "/reference/permissions.md", "tab": "Reference", "group": "Exact values", "type": "reference", "status": "reviewed", "headings": [ "Role levels", "Organization owner", "Default roles", "Organization-level permissions", "Organization object permissions", "Workspace permission categories", "Users and membership rules", "Team Edition", "Seats", "FAQ", "Is there a read-only sequence permission?", "Can the organization owner role be transferred?", "When should I use a Team-wide role instead of a Workspace role?", "Related", "Build with Reply" ], "answers": [ "what roles exist in a Reply organization", "what can the organization owner do in Reply", "what permission categories do workspace roles include", "how do team-wide roles work in Reply" ], "body": "An organization is available by default for all new Reply accounts. It contains workspaces (client groups or teams), users, and roles. Roles define what actions users can take; permissions determine which features and data they can access. Both are managed on the Organization page (profile icon → Organization ), across the Workspaces, Users, and Roles & Permissions tabs. Role levels Level Scope Use it for --- --- --- Organization roles The entire organization Billing, inviting and removing users, workspace administration, org-wide objects Team-wide roles Several workspaces at once Giving one user identical permissions in all assigned workspaces (account managers, senior SDRs); same permission categories as workspace roles Workspace roles A single workspace Access inside one workspace — changes in one workspace do not affect others Workspace roles cannot manage organization-level permissions unless the user is also assigned an Organization role. Organization owner Rule Value --- --- Owners per organization One How assigned Automatically to the person who creates the account Transfer or removal Not possible — the role is permanent; only deleting the organization removes it Workspace membership Automatically part of every workspace; cannot be removed or reassigned Access All information and any action in the system Default roles Each organization starts with a Default Team that includes two workspace roles — Team Lead and Team Member — in addition to the Organization Owner . Role Access --- --- Organization Owner Full access to all features, including team creation, role management, and billing Team Lead Manages team activities and members based on assigned permissions Team Member Limited access focused on operational tasks within the team Organization-level permissions Organization roles combine permissions from this list: Permission Grants --- --- Billing Manage subscription, update payment methods, view payment history Login as any organization user (except owner) S" }, { "title": "Limits", "description": "Every documented Reply limit in one place — sending caps, contact storage, API rate limits, LinkedIn action limits, and the fair-usage mailbox scale.", "question": "What limits apply in Reply?", "url": "/reference/limits", "md": "/reference/limits.md", "tab": "Reference", "group": "Exact values", "type": "reference", "status": "reviewed", "headings": [ "Email sending limits", "Contact limits", "Email account allowances", "API and integration limits", "LinkedIn automation limits", "AI SDR (Jason AI) source limits", "Data credits", "Which limit wins", "FAQ", "Can I raise the 400/day email account limit?", "Do manual emails count against the limits?", "What happens when the API limit is hit?", "Related", "Build with Reply" ], "answers": [ "what sending limits does Reply enforce", "how many emails can I send per day in Reply", "what are the API rate limits in Reply", "how many LinkedIn actions per day does Reply allow", "what is the contact storage limit in Reply" ], "body": "Limits stack across levels: the email account's own daily cap always wins over a higher sequence setting, and plan-level quotas (active contacts, storage, credits) sit above both. Email sending limits Limit Value Level --- --- --- Emails per day per email account 400 (paid plans) / 200 (trial) Email account Max number of emails per day Configurable up to 10,000 , cannot exceed the sum of account daily limits Sequence Max daily emails per contact Default 1 , can be raised (for Team Edition multi-sequence cases, 2–3) Sequence Delay between emails Recommended 120–180 seconds ; the system adds roughly 10–15 seconds of its own Sequence / email account Email accounts per sequence Up to 100 Sequence Bounce-rate stop threshold 8% (orange warning at 4% ), applies after 200 emails per day — see Bounce handling Sequence Sending window A schedule needs a delivery window of at least 2.5–4 hours to send reliably — see Schedules Schedule The Max daily emails per contact and account limits do not apply to Manual email steps. Contact limits Limit Value --- --- Contact storage 100,000 by default on Business and Agency plans; support can raise it — beyond 100,000 costs $30/month per additional 100,000 Active contacts (trial) 300 unique contacts; follow-ups not counted Active contacts (Email Volume plans) From 1,000 scaling to 5,000 / 10,000 / 25,000 / 50,000 / 100,000+ by plan Active contacts (Multichannel plan) Unlimited A contact counts as active when they receive at least one outreach step (email, LinkedIn connection request, LinkedIn message, or InMail) during a billing month. The count resets on the subscription renewal date, not the calendar month. A contact reached again in a new billing month counts again. Email account allowances Plan Included email accounts --- --- Trial 2 Multichannel plan 5 (monthly) / 10 (annual) Email Volume plan Fair-usage scale below Agency plans Unlimited Additional mailboxes cost $29/month each . Fair-usage mailbox scale (Email Volume plans — include" }, { "title": "Calculations", "description": "The exact formula behind every Reply email metric — Total people, Contacted, delivery, open, reply, bounce, and opt-out rates — plus tracking mechanics and both CSV export field dictionaries.", "question": "How are Reply's email metrics calculated?", "url": "/reference/calculations", "md": "/reference/calculations.md", "tab": "Reference", "group": "Exact values", "type": "reference", "status": "reviewed", "headings": [ "The two denominators", "Metric formulas", "Edits and deletions that change the numbers", "How opens and clicks are recorded", "Meeting attribution", "Sequence-based CSV export fields", "Contact-based CSV export fields", "FAQ", "Why was an open not recorded?", "Why did a rate change after I looked at it?", "Related", "Build with Reply" ], "answers": [ "how does Reply calculate reply rate", "what counts as contacted in Reply", "which denominators do Reply metrics use", "what fields are in Reply CSV exports", "how does Reply track opens and clicks" ], "body": "The key metrics are the same across the Sequence Stats tab and the Email dashboard in Reports. Every rate is a ratio over one of two denominators. The two denominators Denominator Definition --- --- Total people The overall number of contacts included in the sequence: Contacted + Out of Office + Bounced + Auto Replied Contacted Distinct contacts who received at least one of: an email step , a LinkedIn connection request with a note/message , or a LinkedIn message or InMail . Excludes Out of Office, Bounced, and Auto Replied contacts A LinkedIn connection request without a note is not counted as contacted. A contact reached via multiple channels is counted once (distinct). Delivery rate and bounce rate divide by Total people ; open, reply, interested, meetings booked, and opt-out rates divide by Contacted . Metric formulas Metric Formula Notes --- --- --- Total people Contacted + Out of Office + Bounced + Auto Replied Deleting a contact decreases the value; totals across multiple time ranges may exceed the overall total Total accounts Number of accounts (companies) involved in the sequence, based on Total people Delivery rate Delivered emails × 100 ÷ Total people Excludes Bounced contacts; includes Out of Office and auto replies Open rate Opened emails × 100 ÷ Contacted Does not include Out of Office or auto replies Reply rate Replies × 100 ÷ Contacted Numerator: distinct contacts who replied by email, LinkedIn message or InMail, or a connection request with a note. Does not include Out of Office or auto replies. Based on historical data and may change over time Interested Interested × 100 ÷ Contacted Contacts with the Interested inbox category Meetings booked Meetings booked × 100 ÷ Contacted Meetings scheduled through your emails Opt-out rate Opted out × 100 ÷ Contacted Updates in real time Bounce rate Bounced emails × 100 ÷ Total people Not reached Out of Office + Bounced + Auto Replied; rate = Not reached × 100 ÷ Total people Hover over the metric on the Reports " }, { "title": "API limits and webhooks", "description": "Reference for Reply's API rate limits — the 15,000-call monthly quota, per-team-member allocation, and 10-second call interval — plus the V2 vs V3 webhook generations, event types, subscription scopes, and payload options.", "question": "What are Reply's API rate limits and how do webhooks work?", "url": "/reference/api-limits", "md": "/reference/api-limits.md", "tab": "Reference", "group": "Exact values", "type": "reference", "status": "reviewed", "headings": [ "Rate limits", "Webhook generations", "Webhook event types", "V3 subscription model", "FAQ", "Do team members share the API limit?", "What happens when the quota runs out?", "Can I still use V2 webhooks?", "Related", "Build with Reply" ], "answers": [ "what are the API rate limits in Reply", "how many API calls does Reply allow per month", "do team members share the Reply API limit", "what webhooks does Reply support", "what changed between V2 and V3 webhooks" ], "body": "This page covers what the API reference itself does not state: limit semantics and the two webhook generations. For endpoints, authentication, and schemas, docs.reply.io is the source of truth. Rate limits Limit Value --- --- API calls 15,000 every 30 calendar days Minimum interval between calls 10 seconds Scope Per team member — in team accounts, limits are not shared ; each member has their own 15,000 calls per month Counts against the quota Reply's Public API and Zapier integrations Does not count Calls from native integrations Contact sync via integrations Same limit as prospects Usage is shown on the Plans & Billing page, under User shared add-ons , in the API limit counter. Reply's documentation describes the quota as covering every 30 calendar days and separately states that the limit resets on the first of each month — it does not reconcile the two statements. What happens to requests once the quota is exhausted is not documented; to get a higher limit, contact Reply support through the product interface. General product limits (sending, contacts, LinkedIn) are on Limits. Webhook generations Webhooks send real-time data to your endpoint when an event occurs; each notification includes the event type and the data related to it. Generation Status Managed via Auth --- --- --- --- V3 Current The Webhooks UI in Settings and the /webhook-subscriptions web API Cookie session plus an x-xsrf-token header on write requests V2 Legacy The public API API key Users with active V2 webhooks can view them in a read-only info panel in the V3 UI; V2 subscriptions cannot be created or edited through V3 endpoints, and V3 subscriptions never appear in the legacy listing. Webhook event types Category Events --- --- Email email sent , email opened , email link clicked , email replied , contact replied , reply categorized , email bounced , contact opted out , contact finished , contact called , email account connection lost , email account error LinkedIn linkedin connection request " } ]