How to Reply to a Contact from a Lead or Deal
This guide shows you how to send an email reply directly from a lead or deal in the CRM. Raytio delivers the message via email on your behalf — you do not need to open your email client.
Prerequisites
- You have the Interaction user role or higher.
- The lead or deal has an existing conversation (at least one captured email or bound chat thread).
- The conversation is open (not closed).
Steps
1. Open the lead or deal
Navigate to the lead or deal record in the CRM. Open the Activities tab or scroll to the timeline.
2. Find the conversation to reply to
Locate the email or chat message you want to reply to on the timeline. Each projected activity entry shows a snippet of the message and a link to the full conversation.
Click the activity entry or the View conversation link to open the conversation detail view.
3. Create a reply message
In the conversation detail view, click Create Message (or the reply button).
A message form opens. Fill in:
- Body — the text of your reply
Optionally, attach a document by selecting one from the conversation's existing documents or from your files in Raytio.
4. Submit
Click Save (or Send). The reply is recorded in the conversation history with a Pending delivery status.
Raytio sends the reply via email with the correct In-Reply-To and References headers, keeping the email thread intact in the recipient's email client. The delivery status updates to Sent once the message is dispatched.
The reply is also visible on the lead or deal timeline immediately — you and your colleagues can see it without leaving the CRM.
For email conversations, the reply is sent from the provisioned mailbox for your tenant, not from your personal work email address. The recipient's email client will show the mailbox as the sender. If you need the reply to come from your own address, send the email from your email client and BCC the capture address to keep the record up to date.