Managing Replies in the Unibox

Learn the complete workflow for efficiently managing prospect replies, from viewing new responses to sending follow-up messages that convert.

Unibox Interface Overview

The Unibox interface is designed for quick reply management and consists of three main areas:

1. Filter Bar

Control which replies you see:

All: Every reply across all campaigns
Unread: New replies requiring attention (shows count badge)
Starred: Important replies you've marked for follow-up

2. Reply List (Left Panel)

Scrollable list of replies showing:

Contact Name: Sender's name or email address
Subject Line: Reply subject (cleaned and formatted)
Preview Text: First 200 characters of reply content
Timestamp: When the reply was received
Campaign Badge: Which campaign generated this reply
Auto-Reply Badge: Flags automatically detected auto-responses
Read/Unread Status: Visual indicator for new replies

3. Reply Detail (Right Panel)

Full reply content and response tools:

Contact Information: Name, email, company details
Campaign Context: Which campaign and sequence step
Full Email Content: Complete reply with proper formatting
Response Tools: Reply button and status controls
Action History: Previous interactions and campaign status

Viewing and Filtering Replies

Reading New Replies

Navigate to Unibox: Click "Unibox" in main navigation
Check Unread Count: Look for the badge showing new replies
Click Unread Filter: Show only new replies needing attention
Click Reply: Select a reply to view full content

Auto-Read Behavior: Replies are automatically marked as read when you click them.

Using Filters Effectively

Daily Workflow:

Start with "Unread" to see new replies
Use "Starred" for follow-up reminders
Switch to "All" for historical reference

Campaign-Specific Filtering:

Filter by specific campaigns using the campaign badge
Useful for tracking performance of individual sequences
Compare response rates across different campaigns

Understanding Reply Types

Positive Responses:

Interest expressions ("Tell me more", "Let's schedule a call")
Questions about your product/service
Requests for pricing or demos

Neutral Responses:

"Not interested right now" (potential for future)
"Not the right person" (forwarding requests)
Requests for more information

Negative Responses:

Clear rejections ("Not interested")
Unsubscribe requests
Complaints about email frequency

Auto-Replies (Flagged Automatically):

Out-of-office messages
Vacation responders
Generic auto-acknowledgments

Responding to Replies

Using the Built-in Reply Feature

Select Reply: Click the reply you want to respond to
Click Reply Button: Opens the response modal
Compose Response: Write your personalized response
Review Context: Reference their original message and campaign
Send Response: Click "Send Reply" to deliver your message

Response Best Practices

Personalization:

Hi [First Name],

Thanks for your reply to my email about [specific topic from campaign].

I noticed you mentioned [reference something from their reply].

[Your response addressing their specific question/interest]

Would you be available for a brief 15-minute call this week to discuss [specific value proposition]?

Best regards,
[Your name]

Timing Guidelines:

Hot Leads: Respond within 2-4 hours
Warm Leads: Respond within 24 hours
Information Requests: Respond within 48 hours
Auto-Replies: No immediate response needed

Managing Response Follow-ups

For Interested Prospects:

Mark as Starred: Flag for priority follow-up
Schedule Next Action: Add calendar reminder for follow-up call
Update CRM: Sync prospect status with your CRM system
Pause Campaign: Stop remaining sequence emails for this contact

For "Not Interested" Responses:

Thank Gracefully: Send brief, professional response
Complete Campaign: Mark campaign as completed for this contact
Add to Nurture List: Move to long-term nurture sequence (optional)
Update Status: Mark as "Not interested" in your tracking

Email Content Display

Clean HTML Rendering

The Unibox automatically cleans and formats email content:

Sanitized HTML: Safe display without breaking the interface
Character Encoding: Proper display of special characters and symbols
Image Handling: Secure loading of embedded images
Link Protection: Safe handling of external links

Handling Complex Emails

Email Threads:

Unibox shows the most recent reply in the thread
Previous messages appear in conversation history
Thread context helps understand the full conversation

Attachments:

View and download attachments safely
Common formats supported (PDF, images, documents)
Virus scanning for security protection

Formatting Issues:

Auto-correction of common encoding problems
Proper display of international characters
Cleanup of email client artifacts

Status Management

Reply Status Tracking

Read/Unread Status:

Unread: New replies requiring attention
Read: Replies you've viewed (marked automatically)
Starred: Important replies flagged for follow-up

Campaign Status Updates:

Replied: Campaign marked as having received a response
Completed: Campaign finished (manually or via response)
Active: Campaign continuing with remaining sequence

Bulk Operations

Managing Multiple Replies:

Select multiple replies using checkboxes
Bulk mark as read/unread
Bulk star/unstar for organization
Bulk status updates for campaign management

Performance Tracking

Reply Analytics

Monitor your reply performance:

Response Rate: Percentage of campaigns generating replies
Response Time: How quickly prospects respond to each sequence step
Reply Quality: Positive vs. neutral vs. negative responses
Campaign Performance: Which sequences generate the most engagement

Using Reply Data

Optimize Sequences:

Identify which emails generate the most replies
Test different subject lines and copy
Adjust timing between sequence steps
Refine targeting based on reply patterns

Improve Targeting:

Analyze which contact segments respond best
Refine your ideal customer profile
Adjust messaging for different industries/roles
Focus efforts on highest-converting segments

Troubleshooting Common Issues

Missing Replies

If replies aren't appearing:

Check Email Provider: Ensure OAuth/SMTP is properly connected
Verify Campaign Status: Confirm campaigns are active and sending
Check Spam Folder: Replies might be filtered by your email provider
Contact Support: We can help diagnose tracking issues

Formatting Problems

If email content looks broken:

Refresh Page: Simple browser refresh often fixes display issues
Clear Cache: Clear browser cache and reload
Check Original: View the original email in your email client
Report Issue: Contact support with problematic email details

Response Delivery Issues

If your replies aren't being delivered:

Check Sending Limits: Ensure you haven't hit daily limits
Verify Email Settings: Confirm your email provider settings
Test with Team Member: Send test reply to internal contact
Monitor Bounce Rate: Check for delivery failures

⚠️ Important: Reply Etiquette

Always respond professionally to replies, even negative ones. A graceful response to "not interested" can:

Preserve your sender reputation

Keep doors open for future opportunities

Generate referrals to the right person

Maintain positive brand perception

💡 Pro Tip

Create reply templates for common response types:

Interest Response: Quick meeting scheduler with calendar link

Not Interested: Graceful exit with future contact option

Wrong Person: Request for referral to correct decision maker

Auto-Reply: Professional acknowledgment (if needed)

Next Steps

Now that you know how to manage replies effectively, learn about managing your campaigns in our Campaign Controls Guide or explore Advanced Scheduling Features to improve your campaign timing.

Need Help?

Having trouble with reply management or need help setting up effective response workflows?

Contact support@warmopener.com