Reopened by a reply
When a customer answers a closed conversation, it opens again, so the reply is waiting in your list instead of unread under Closed. There is nothing to switch on.
What it does
Closed, until they write back
It opens again
A reply from outside brings a closed conversation back to open, and to the top of the list.
Bounces too
A bounce of your reply reopens it, because a reply that never arrived is still work.
Not for noise
Out-of-office answers, alerts and notifications leave it closed, as do your own mail and imported history.
Out of Trash too
A reply from outside takes a conversation out of Trash and opens it again.
How it works
Close, reply, reopen
- 1
You close it
Close a conversation when it is done, or let Close after sending do it once your reply has gone.
- 2
They reply
A new message from outside arrives in the same conversation.
- 3
It opens again
It goes back to open, comes to the top of the list, and its history says Reopened by a new reply.
Good to know
The details
- Who can use it
- Everyone, in every mailbox. It happens on its own and there is no setting for it.
- What does not reopen it
- Your own mail, imported history, an out-of-office answer, a notification or alert, and mail that went to Spam.
- In the history
- The conversation’s history says Reopened by a new reply, and its row in the list says Reopened.
- Trash
- A conversation in Trash comes back the same way, and its history says Restored by a new reply.
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