Unified Inbox
Manage all your email conversations in one place with threading, status tracking, and quick reply functionality.
What is the Unified Inbox?
The Unified Inbox aggregates all email conversations from your campaigns across all connected email accounts. View replies, track conversation status, and respond directly without leaving CuppaSend.
Conversation Threading
Emails are automatically grouped by conversation (per lead), showing the entire email thread in chronological order:
- Your outbound campaign emails
- Lead replies
- Any follow-up correspondence
- Email metadata (sent time, open status, etc.)
Threading makes it easy to see the full context of each conversation without jumping between different email clients.
Conversation Status
Organize conversations by their current state:
Ongoing conversations requiring attention or follow-up
Completed conversations that have been resolved or closed
Conversations moved to archive for long-term storage
Removed conversations (can be permanently deleted later)
Inbox Features
Read/Unread Status
Mark conversations as read or unread to track which replies you've reviewed. Unread conversations appear with a visual indicator.
The inbox automatically marks conversations as read when you open them.
Star Important Conversations
Flag high-priority conversations with a star for quick access later. Filter by starred to see only your most important leads.
Reply Tracking
When a lead replies, their conversation moves to the top of your inbox and displays:
- Reply timestamp
- Reply sentiment (Positive, Negative, Neutral, Out of Office)
- Conversation history
- Lead information
Email Sync
The inbox automatically syncs with your connected email accounts to fetch new replies. Sync happens every few minutes, ensuring you see responses quickly.
Replying to Emails
Quick Reply
Click "Reply" on any conversation to open the compose dialog:
- Select which email account to reply from
- Add CC or BCC recipients (optional)
- Compose your message (plain text or HTML)
- Send immediately
Reply Context
When composing a reply, you can see the full conversation thread for context. This helps you write more relevant responses and reference previous emails.
Filtering & Search
Find specific conversations quickly with powerful filtering:
- By Status: Active, Done, Archived, Deleted
- By Campaign: See conversations from specific campaigns
- By Email Account: Filter by sending account
- Starred Only: View flagged conversations
- Unread Only: See new replies you haven't reviewed
Bulk Actions
Manage multiple conversations at once:
Bulk Mark as Read
Select multiple conversations and mark them all as read
Bulk Status Update
Move conversations to Done, Archived, or Deleted in bulk
Bulk Star/Unstar
Flag or unflag multiple conversations at once
Bulk Delete
Remove multiple conversations permanently
Conversation Details
Click on any conversation to view detailed information:
- Lead Profile: Name, email, company, and custom variables
- Campaign Info: Which campaign this conversation originated from
- Email Thread: Complete chronological conversation history
- Activity Timeline: All email events (sent, opened, clicked, replied)
- Notes: Add internal notes about the conversation (coming soon)
Reply Sentiment Detection
CuppaSend automatically analyzes reply sentiment to help you prioritize responses:
Lead showed interest, asked questions, or engaged positively
Lead declined, unsubscribed, or responded negatively
Informational reply without clear positive or negative intent
Automated out-of-office or vacation responder
Inbox Statistics
The inbox header displays key metrics:
- Total Conversations: All conversations across campaigns
- Unread Replies: New messages requiring attention
- Reply Rate: Percentage of your emails that received replies
- Starred: Number of flagged conversations
Best Practices
✓ Respond quickly to positive replies
Reply within 24 hours to interested leads. Quick response times significantly improve conversion rates.
✓ Use status workflow
Move conversations through Active → Done → Archived as you progress. This keeps your inbox organized and focused on active leads.
✓ Star high-value leads
Flag conversations with strong potential. This helps you prioritize follow-ups and ensure important leads don't slip through the cracks.
✓ Check inbox daily
Make inbox review part of your daily routine. Consistent engagement shows professionalism and improves outcomes.
✓ Respect out-of-office replies
When you see OOO responses, add a note and follow up after their return date. Don't send additional emails while they're away.
Pro Tip
Set aside dedicated time each day for inbox management (e.g., 9 AM and 3 PM). This creates a consistent response pattern that leads will notice and appreciate.