Trigger: Reply received
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Fires when an incoming email could be matched to a record. Mail is fetched every five minutes from the configured mailbox — the account's, your own, or both.
Step by step
- Under Settings → Account → Email (or in your profile) add an inbox and test the connection.
- Create a new automation and pick “Reply received” as the trigger.
- Typical: create a task for the assignee and end the running follow-up chain with “Stop”.
How does the system know which record a reply belongs to?
Three ways, in this order: the message id of our own mail that was replied to; a marker in the recipient address; and finally the sender address against the field with the “email” role. Which one it was is shown in the record's timeline.
Can the match be wrong?
Via the sender address, yes — that one is a guess, not proof. If an address matches several records, the one we last wrote to at that address wins. So nothing irreversible should sit behind this trigger; a task for a person is the right answer.
Does a reply stop my follow-up chain?
Not by itself. The trigger also wakes every waiting run of the same record — to stop the chain, use the “Last reply” condition in a branch followed by “Stop”.
Do unrelated mails from my mailbox end up in the system?
No. Only headers are fetched first; the body is loaded once the message belongs to a record. Anything unmatched is not stored at all for a personal mailbox.
What happens to attachments?
Nothing yet — filing them as documents on the record comes in a later step. Until then the reply text is in the timeline and the attachment stays in the mailbox.
Do I get the same message twice if two mailboxes hold it?
No. It is recognised by its message id: the first fetch wins, the second is silently skipped.