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

Flino keeps checking your connected mailbox (Gmail or Outlook) for replies. If a reply belongs to an offer with a running sequence, the following happens:

• The sequence pauses with the reason Customer replied.
• If the offer is in Sent, it moves to Negotiating.
• The reply appears on the offer page under Activities as “Reply received” and in the Emails card.
• At the top of the offer, the Customer reply received card appears with the sender, an excerpt, the detected intent and the Reply now button. It stays visible as long as the sequence is paused because of the reply, and otherwise for 72 hours.
• The Suggested next step card says: “Your follow-up was paused because a reply came in. Review the reply and resume the follow-up if needed.”
• You get an in-app notification and, if enabled, an email (see below).

Emails that Flino cannot match to an offer land in the Inbox.

Email on a new customer reply

For every customer reply it detects, Flino sends you an email with the subject “Customer reply received” and a “Read reply” button that takes you straight to the offer. You control this under Settings → Profile in the Email notifications card with the Customer replies switch. It is on by default. In-app notifications always stay on.

Intent: how the reply is classified

Flino classifies every reply and shows the result as an intent badge, in the Customer reply received card, in the Flino recommendation card and in the pipeline. Possible intents:

Badge	Meaning
Order received	The customer places the order or orders something specific
Ready to book	The customer signals clear intent to buy
Price objection	The customer raises an objection or question about the price
Not the right time	It does not suit the customer right now
Awaiting reply	The customer wants to get back to you later
Needs clarification	The customer has questions about the offer
Not interested	The customer declines
Out of office	Automatic absence reply
Unclear	No clear classification possible

From the intent, the Flino recommendation card derives a concrete next step, such as writing a reply, marking the offer as won or lost, or pausing the sequence. More under Intelligent recommendations.

Replying in the reply composer

Click Reply now in the Customer reply received card or Reply in the detail view of an incoming email. The reply composer “Reply to [name]” opens with four tabs: Manual, AI suggestion, Sequence and Template. If the customer suggests a meeting in their email, the meeting card sits above the tabs.

The reply goes out through the mailbox you sent the offer from, in the same email thread. Toast “Reply sent”. If the sequence was paused because of the customer reply, the toast reads “Reply sent.” instead, with the question “Resume sequence?” and the action Resume sequence.

Manual tab

The subject is pre-filled with the subject of the thread. You write your reply under Message; below it, the Last customer email is shown for reference. + Add CC adds more recipients, and you can add attachments in the Manual and AI suggestion tabs. Send sends the email.

AI suggestion tab

Create AI text has the AI write a draft based on the offer and the last message. Under AI email language you pick German or English; below it, Flino shows where the pre-selection comes from (e.g. “Pre-filled from contact preference”). You edit the draft under Message (editable); the earlier thread is kept. The tone comes from the AI writing style.

Template tab

At the top are the strategies from the Sales playbook. Below, under Your templates, Use template opens your templates with a search; templates of type Offer email are listed first in the group For sending offers, everything else under More templates. When you apply a template:

• Flino fills the placeholders with the offer and contact data and switches to the Manual tab. The thread subject stays.
• If the template is stored in another language, Flino switches the language (“Template “…” applied, language switched to ….”). Undo in the toast restores the previous text.
• If you have already written something, Flino first asks “Replace your edited text?”; confirm with Replace.
• If a value is missing, Flino marks the spot in the text with ⟦…⟧, e.g. ⟦First name missing⟧. As long as such spots remain, Send stays disabled.

More on templates and placeholders under Templates.

Sequence tab

Here you control the offer’s sequence without leaving the composer. If it is paused because of the reply, “Sequence paused” is shown at the top. Pick a sequence under Select sequence; the button below adapts:

Button	When
Activate sequence	No sequence has run on the offer yet
Resume sequence	You pick the paused sequence
Start new sequence	You pick another sequence while the current one is paused
Switch sequence	You pick another sequence while the current one is running
Restart sequence	The previous sequence has finished; this also works with the same sequence

If the selected sequence is already running, the button stays disabled with the note “This sequence is already running for this offer.” If the recipient has unsubscribed, no sequence can be started any more. Manage sequences takes you to the Sequences page.

Resume the sequence instead of replying

If the reply needs no answer from you (e.g. “Thanks, I’ll get back to you next week”), simply resume the sequence. Resume follow-up in the Suggested next step card takes you to the Follow-up automation card; click Reactivate there. Flino schedules the next step for the next valid send slot.

Absence notices

Automatic out-of-office replies pause the sequence like any other reply, with the reason Customer replied. Flino classifies them as Out of office, which the Flino recommendation card shows. Check the email and resume the sequence if Flino should keep following up once the customer is back. Details under Follow-up sequences.

Sync mail manually

If you suspect a reply has not reached Flino yet, click Sync at the top of the offer page. Flino immediately checks the mailbox the offer was sent from (Gmail or Outlook).

Toast “Sync complete: X new reply/replies” or “Sync complete – no new replies”.

Flino usually picks up incoming emails on its own within a few minutes. Manual sync is only meant for edge cases.

View an email in detail

Clicking an email in the Emails card or under Activities opens the detail view (“Received reply” or “Sent email”) with subject, sender, date, attachments and the full text. Incoming emails have a Reply button there. Flino shortens older emails for privacy; Load full email fetches the text from your mailbox again.

Common error cases

Problem	Fix
Reply does not show up	Trigger Sync on the offer, check the mailbox connection under Settings → Email, look in the Inbox
”Sync failed” or “No Gmail mailbox connected.”	Connect a mailbox under Settings → Email
”Your Outlook connection was revoked. Please reconnect Outlook in settings.”	Reconnect Outlook under Settings → Email
”Full email could not be loaded.”	Try again or open the email directly in your mailbox
”This Outlook reply cannot be sent from Flino because the original Outlook message ID is missing. Please reply directly from Outlook.”	Reply directly in Outlook
Sending is rejected because of an unfilled placeholder such as {{Vorname}}	Replace the placeholder in the subject or body and send again; Gmail and Outlook do not send an email with an open {{…}}
Send stays disabled after applying a template	Replace or delete the spots marked with ⟦…⟧