React to replies
When your customer replies to one of your emails, Flino picks it up automatically, pauses the running sequence, and gives you a recommendation for the next step.
How replies arrive in Flino
Section titled “How replies arrive in Flino”Flino keeps your Gmail in sync. As soon as a reply lands:
- It appears in the activity timeline of the offer with the Incoming badge.
- The active follow-up sequence pauses automatically — pause reason Customer reply received.
- A banner appears on the offer: “Sequence paused — customer reply came in — Review the reply and resume the follow-up if needed.”
Intent — the AI classification
Section titled “Intent — the AI classification”Flino classifies the reply and shows you the result as an intent badge. Possible intents:
| Badge | Meaning |
|---|---|
| Ready to book | Customer signals clear intent to buy |
| Price objection | Customer raises a price concern |
| Needs clarification | Customer asks technical questions |
| Not now | Customer wants to decide later |
| Will get back | Customer says they will come back to you |
From the intent, Flino derives a concrete recommendation — for example “Suggest a meeting”, “Reframe value”, “Confirm the booking”.
Reply manually
Section titled “Reply manually”- Click Reply now in the banner or in the activity timeline.
- The composer opens with:
- Recipient and subject pre-filled
- Optionally an AI suggestion as the body, based on intent and offer context
- Edit the text as you like.
- Click Send.
Toast “Reply sent” — the email goes through your Gmail, the event lands in the activity timeline.
Resume the sequence instead of replying manually
Section titled “Resume the sequence instead of replying manually”If the reply needs no manual action (e.g. “got your offer, will reply later”), you can click Resume follow-up directly in the banner. The sequence picks up the next step at your next valid send slot.
Out-of-office / auto-replies
Section titled “Out-of-office / auto-replies”Auto-replies (out of office, “I’m on holiday until…”) are currently handled like normal customer replies:
- The sequence pauses with reason Customer reply received.
- There is no dedicated OOO note in the UI.
- Check yourself whether it’s an absence notice and resume the sequence so Flino keeps chasing once your customer is back.
Sync mail manually
Section titled “Sync mail manually”If you suspect a reply has not made it into Flino yet:
- The offer (and the Settings section) has a Sync button — clicking it triggers an immediate fetch.
- Toast “Sync done:
{{count}}new reply(s)” or “no new replies”.
Incoming emails are usually picked up automatically within minutes — manual sync is only for edge cases.
View an email in detail
Section titled “View an email in detail”Clicking an email in the timeline opens a detail sheet with the full body, attachments, and a reply action.
Common error cases
Section titled “Common error cases”| Problem | Fix |
|---|---|
| Reply does not show up | Trigger manual sync; check the Gmail connection if needed |
| ”Gmail disconnected — sync paused” | Reconnect Gmail in Settings |
| ”Email could not be loaded in full” | Trigger sync again or open the original in Gmail |
| ”AI actions are blocked” when generating a suggestion | Plan/credit limit reached — see Billing |