When a company replies, Outreach Asia reads it, sorts it, and prepares an answer from your approved statements. Replies that need your judgement land in Conversations. Your team takes over when a buyer is ready for a real conversation.
How the inbox is read
The sending inbox, whether the agency mailbox or your own, is checked every few minutes, including its Spam or Junk folder. With your own mailbox, only mail that could relate to your outreach is read: replies to your emails, mail from companies you contacted, and delivery reports. Everything else is left untouched and unread.
Newsletters, mailing lists and automatic replies are recognised and are not treated as replies. A reply found in Spam or Junk is marked Found in Spam/Junk and always waits for your review.
If the inbox cannot be read, Conversations shows an amber Fix badge in the sidebar and the bell shows Inbox check failed. Select Fix inbox to update the connection.
Answer a reply
- Open Conversations. The Needs you tab lists replies waiting for a decision.
- Read the reply and the Suggested answer · from your approved statements. If there is none yet, select Suggest an answer.
- To change it, select Edit, then Check and save. The edit is checked against your approved statements before it is saved.
- If they asked for a document, choose the file under Which one fits?. It is sent as an answer on the same thread.
- Select Send answer.
If a reply arrived somewhere else, such as by phone or at a trade show, use Log a reply you got elsewhere to record it and get a suggested answer. Nothing is sent from that form.
Automatic answers
In Settings → Automation, Answer simple replies for me lets the app answer Interested, Objection and Wrong person replies without waiting for you. It is switched on by default, but only works while automatic sending is on, email outreach is on and the inbox connection is working.
- Answers use approved company knowledge only, stay under 100 words and go out in the same thread, within your daily limits. In Sent they are labelled Automatic answer.
- Unclear and not-now replies, replies found in Spam or Junk, and any answer that fails a check always wait for you.
- WhatsApp replies are answered the same way, from your linked WhatsApp, and never by email. See WhatsApp outreach.
If you would rather approve every answer, switch the setting off.
Hand over to your team
On an Interested conversation, Ready for a call? helps you move to a meeting. Add a calendar link in Settings to offer times directly. When a meeting is agreed, select Mark as meeting booked; if the conversation ends, Not interested. Both can be undone with Reopen, except opt-outs.
Company profile → Try a reply lets you pretend to be a buyer, for example one who asks the price, and see exactly how the reply would be sorted and answered. Nothing is sent or saved to your leads.
The other tabs
Waiting for a reply lists companies you have written to, with their follow-up status. Contact by hand lists companies that need a person to get in touch through a contact form or by phone. Closed keeps finished conversations.
Need help with something not covered here? Email wilson@communication21.com or use Help & glossary in the app.