Reply Tracking
Automatically capture and analyze customer replies
Overview
AskUsers automatically captures customer replies and uses AI to analyze them for actionable insights. Replies are forwarded to your email and stored in the conversation timeline.
How Reply Tracking Works
Unique Reply Token
Each sent email includes a unique reply address:
reply+{16-char-token}@reply.askusers.aiThis token links replies back to the correct customer and conversation.
Email Capture
When a customer replies:
- Reply is received via SendGrid Inbound Parse
- Token is extracted and validated
- Original sender and customer are identified
- Reply is stored in the database
Forwarding
The reply is immediately forwarded to your registered email so you can respond directly.
AI Analysis
In the background, AI analyzes the reply to extract:
- Key insights and sentiment
- Product interest level
- Action items to follow up on
- Pain points mentioned
Reply Analysis
Analysis Output
Each reply is analyzed for:
| Field | Description |
|---|---|
| Reply Type | Standard, High Value, or Needs Handling |
| Key Insights | Summary of important points |
| Opportunity Score | 1-5 rating of expansion potential |
| Follow-up Needed | Yes/No recommendation |
| Product Interest | None, Mentioned, Interested, Very Interested |
| Action Items | Specific tasks to complete |
Extracted Information
AI attempts to extract:
| Field | Description |
|---|---|
| Product Usage | How they currently use your product |
| Monthly Volume | Usage or spend estimates mentioned |
| Pain Points | Problems or challenges they face |
Conversation Timeline
View the full history of interactions with each customer:
- Click on a customer row
- Select the Timeline tab
- See all emails sent and replies received
The timeline shows:
- Sent Emails - Subject, body preview, send time
- Replies - Full reply content, AI analysis
- Status Changes - When status was updated
Reply Types
AI categorizes replies into three types:
| Type | Meaning | Action |
|---|---|---|
| Standard | Normal response, no urgency | Follow up at your pace |
| High Value | Strong interest or opportunity | Prioritize immediate follow-up |
| Needs Handling | Issue or concern raised | Address before continuing |
Manual Reply Logging
For replies received outside the tracking system (e.g., phone calls, other email):
- Open the customer details
- Click Log Reply
- Enter the reply content
- Save to timeline
Token Expiration
Reply tokens expire after 90 days for security. After expiration:
- The reply-to address no longer works
- Send a new email to reopen the conversation
- New token is generated automatically
Reply-To Configuration
Default Reply-To
Replies go to your account email by default.
Custom Reply-To
Set a different email for replies:
- Go to Settings → Outreach Configuration
- Enter your preferred Reply-to Email
- Save changes
Custom reply-to is useful when you want replies to go to a shared inbox or support system.
Best Practices
Respond Promptly
High-value replies should get responses within 24 hours for best conversion.
Review AI Analysis
AI analysis provides useful context, but always read the full reply for nuance.
Track Action Items
Follow through on extracted action items to build trust with customers.
Update Customer Status
Keep status current to track your outreach funnel accurately.