How to reply to, forward, and resend an email

Overview

Front has several different options for how you can reply, forward, or resend an email based on your needs. You can also set a default option reply button for mobile. Read about each of the options in this article and how they differ.


Reply options

Reply

The blue Reply button appears at the bottom of the most recent message in the thread, as well as in the 3-dot menu on the top right of every message. This option will reply only to the From sender in the message that you reply from, not any other recipients on the message.

Reply all

If there are multiple recipients in the most recent message, you will see a blue Reply all button at the bottom of the message; as well as in the 3-dot menu on the top right of any message. This option will send the reply to all recipients in this message that you Reply all from.


Forward options

While commenting and assigning can take the place of forwarding emails internally, sometimes it's necessary to resend or forward to external parties. Front allows you to forward within the same thread or a new thread.

Forward

When you use the Forward option, the forwarded message will thread into the existing conversation. This allows you to keep the context of the forward within the thread and replies will also thread into the existing conversation if your threading is turned on. You can see the forwarded content by clicking the 3 dots at the bottom to expand the history.

Forward as a new conversation

The Forward as a new conversation option will create a brand new thread for the forwarded message. This option is helpful if you want to start a completely separate discussion that is not related to the original at all. Replies will thread into this new conversation if you have threading turned on. You can see the forwarded content by clicking the 3 dots at the bottom to expand the history.


Resend options

Sometimes there are messages we need to re-use and send again, like an order quote or proposal. Now, you can do that right from your chosen message in Front — no need to copy and paste into a new message or disrupt the formatting by forwarding. Currently, this feature is available on email channels. To see the Resend options, click the 3 dots at the top right of any inbound or outbound message. 

Resend

When you choose the Resend option, a new duplicate message will be created within the same thread. You can send this to any recipient you'd like to keep the context within the same thread for your team to see. Replies will thread into this original conversation if you have threading turned on.

Resend as a new conversation

When you use Resend as a new conversation, Front will create a brand new thread replicating the message that you are resending. This option is helpful if you want to reuse the information with a completely different client that is not related to the original at all. Replies will thread into this new conversation if you have threading turned on.


Set default reply on mobile

This option is only available on mobile 📲 because Front will always automatically show reply and reply all buttons on desktop and web for messages with multiple recipients.

Step 1

On the desktop or web, go to your Personal Settings and select My preferences.

Step 2

Scroll to or search for the Reply button (mobile-only) option and select Reply or Reply all in the dropdown.

Step 3 (optional)

If you always want to reply or forward in a new conversation, turn the toggle on for the Reply or forward in new conversation setting. When this is enabled, your default reply and forward actions will always create new conversations instead of threading messages to the original conversation.


FAQ

Are there shortcuts for these sending options?

Yes, check this article for your shortcut set and which corresponding shortcut to use.

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  • Is there a way to reply as the email address that the original message was sent to? So, for example, consider a shared inbox called sales@acmecorp.com that has an alias called nwregion@amcecorp.com that automatically routes to sales@acmecorp.com. If an email comes into sales@acmecorp.com because an email was addressed to nwregion@acmecorp can I respond to the email as nwregion@acmecorp.com?

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  • Hi Jacob

    Yes! You will need to create a channel in Front for nwregion@acmecorp.com. Then you'll be able to reply from it.

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  • Cori Morris But doesn't that count against my shared inbox quota?  Remember, in my example, NWRegion@ is not an actual email account; it's just an alias that funnels to Sales@. So, I wouldn't even be able to provide login credentials for NWRegion because it's just an alias of Sales@.  

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  • Jacob Fenton, yes, it would. The other option would be to change the From address. But that would mean you would never be able to reply from the sales@ address.

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  • Could you please make "Reply all" the default reply action? I see no reason why our customers who send us emails and cc their colleagues should receive replies that are directed only to them instead of also to their colleagues. Whenever when I click on the "Reply to this conversation" bar, I forget that there might be someone who was added to cc and will not receive my message. This is a serious issue that we're having and which already resulted in delays for us.

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  • Michal Wendrowski Hi! You can make "Reply all" your default. Go into Settings, click My preferences and change the default Reply button:

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  • If I reply to a message from Gmail (ant not from Front) is it correct that the reply will not appear in Sent folder inside Front?

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  • Raffaele Viggiani It will.

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  • Cori Morris Ok tks, but I don't see replies made by Gmail inside Front. I see replies only if I answer from Front.

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  • Raffaele Viggiani Can you try searching for one? 

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  • Cori Morris Yes, in search mode I find it, but not in the sent folder.

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  • Raffaele Viggiani You're right. That's a bug. I will let you know when it's fixed.

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  • In Gmail, once you choose "Reply" you can change it to "Reply All" while still drafting the email and we have not found a way to do that in Front. Is that something that can be done? Switching from "Reply" to "Reply All" or vice versa when already writing the email?

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  • Is it possible to select multiple messages in the inbox and forward all of them to the same person all at once? Rather than forwarding them individually?

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