Every customer conversation gets a number — and nothing waits on you unnoticed.
Forward email to your workspace address and every conversation gets a number, a thread, who is waiting on whom, and the deal it led to. On every plan.
Forward email to your workspace's own address, or let replies to the mail you send come back on their own. Each conversation gets a reference number such as INT-0042, a thread, who is waiting on whom, and the lead, deal, quote, order and invoice it led to.
Nothing is sent until you press Send.
Email in and out, conversations and reference numbers are on every plan.
One conversation, one reference number
An interaction is one conversation with a customer — the emails and texts back and forth about one thing — with its own number, counted separately in each workspace. Your replies quote it in the subject, and a reply that keeps it lands on the same conversation.
- A new conversation opens when a contact emails the workspace, texts it where texting is set up, fills in a web form, or when someone captures a chat, call or meeting with them
- A reply to your email, a subject quoting the number, or the same subject within two weeks joins the open conversation instead of starting another
- A colleague of the customer, under the same organisation, joins as a participant
- Mail waiting in Unmatched mail opens nothing and gets no number until somebody files it
Who is waiting on whom
The Interactions tab lists conversations waiting on you first, the one waiting longest at the top, and says how many there are. Open one: Thread holds the messages, Actions what was done.
- Set a response target in hours; a conversation waiting on you for longer reads Overdue
- Close with a reason — Resolved, No reply needed, Spam or Converted — or Reopen; a conversation waiting on the customer closes by itself after a month of silence, and one waiting on you never does
- A lead whose conversation has waited on you for four hours reads Waiting on us on the Leads tab
- Type /waiting in Ask Harvi for the conversations waiting on your reply; each morning one bell row says how many
How mail gets in: your workspace's own address
Email in gives your workspace an email address on the platform. Mail sent or forwarded to it lands on the matching contact's timeline, beside their leads, deals and notes. It is an address you send to, not a connection to your mail account: you decide what reaches it.
- A forwarding rule in the mailbox you already use sends the mail you choose to the address
- Copy the address in when you write to a customer from your own mail app, and your message is logged as sent by you
- Replies to what the workspace sends — quotes, invoices, order confirmations, your replies — come back on their own: each carries the address as a second reply address
- Mail from an address none of your contacts uses waits in Unmatched mail for a person: file it on a contact, create a contact, open a lead or ignore it. Nothing is turned into a contact by itself
Reply from the timeline, under your business's name
Press Reply on a received email, or Email on a contact. The message goes out under the workspace's name with your signature added, lands on the timeline as Email sent, and the customer's answer comes back to the same place.
- Their message quoted beneath yours, and the subject keeping the reference number
- Attach files from the contact's record, or upload one
- A reply answers something the customer wrote, so it carries no unsubscribe link and still reaches someone who opted out of marketing; a new message is marketing and needs a recorded consent basis
- Draft a reply writes the answer for you to read, change and send — on every plan, under its AI limits
Paste a chat, a call or a meeting
Press Capture a conversation on a contact, a conversation, a deal or a lead. Paste the chat thread or your notes, choose Meeting, Call or Chat, say where it stands, and press Capture. It is kept on the contact's timeline as one entry and joins their open conversation, or opens one.
- The AI reads the first part and suggests a task or a stage move; nothing changes until you press a button
- The pasted text is the record and cannot be changed; the subject, the owner and the outcome can
- Nothing is sent to the customer
From the first email to the invoice, under one number
The conversation shows the lead, deal, quote, order and invoice it led to as links. Converting the lead adds the deal and leaves the conversation open, because talk about the quote often goes on. Sending the quote from its deal, or an order by email, counts as your reply.
- Actions lists each step — opened, joined, closed, an owner change, a reply sent, a task added, a quote prepared — and marks a step taken through Ask Harvi, or suggested by the AI
- With the AI reading on, the Reading column shows the kind of the customer's last email, and the list can be filtered by it
Which plan it is on
A reference number on every conversation is table stakes, so all of this is on every plan.
On every plan
- Email in and out, and Unmatched mail
- Conversations, reference numbers and the response target
- Capture a conversation
- Draft a reply, and the AI reading of incoming email once the owner turns it on
On Pro
- The acknowledgement email a new lead receives, quoting the conversation's number
- Automation rules on what the AI read — a task, a notice, a tag or an owner for your team
- Higher AI limits
What it does not do
- It is an address, not a connection: it receives what you forward, copy in, or what a customer replies to — and nothing else
- Only the plain text of a message is kept: no formatting, no pictures, no original email file
- A received email cannot be edited; add a note instead
- Receiving an email never records marketing consent, and a reply is not treated as consent to anything
- Harvi never replies to, closes or reassigns a conversation, and the assistant is never given a subject or what a message says.
Read next
Questions
Do I have to change my email address?
No. You keep the mailbox you have. Forward the mail you choose to your workspace address, copy the address in when you write, or send from the workspace and let the replies come back on their own.
What if a customer writes from a different address?
The message waits in Unmatched mail. When its subject quotes one of your conversation numbers, filing it offers that conversation with the contact already chosen; the number alone files nothing. A reply to your own email keeps the number and joins by itself.
Who sees a conversation?
The owner and every full login see every conversation in the workspace. A sales rep sees the ones they own, or every one when Team view is on, and changes only their own.
Does the AI send anything?
No. It reads a message when the owner has turned the reading on, ranks Unmatched mail and suggests a button; it drafts a reply you read, change and send. Nothing is sent until you press Send.
Give every conversation a number
Start free, set up Email in, and forward one email. The number is on it before you have finished reading.