All Collections
Getting technical
Bespoke communication
How does the email replies import work in Upflow?
How does the email replies import work in Upflow?

Discover why and how you can import your clients' replies in Upflow.

Jean-Malo avatar
Written by Jean-Malo
Updated over a week ago
import my replies via email in Upflow

Why should you import your customer replies in Upflow?

  • Get all the information you need before sending a reminder from Upflow, from your team, and your customer.

  • Don't spend your time looking for a potential reply to your last email reminder and avoid context switching

How will it work?

Replies you receive are forwarded to an Upflow email address, and we match it to one of your reminders. If we can't match it then we discard the email.

Your Upflow address can be found in your workspace settings.

import my replies in Upflow

To import your replies in Upflow, you have the choice between importing them automatically using the reply-to field of a workflow, or manually by forwarding the ones you think should be in Upflow.

If you are using several platforms on Upflow, you will have to add the Upflow address for each platform.

Matching email replies

Once an email is imported, we will attempt to match it to the corresponding customer/timeline.

If the reply is in reply to a collection reminder, then it is automatically matched.

If there was no reminder, we will attempt to match it using the Sender (From) email address and try to match it to a contact.

If the contact doesn't exist in your organization, or if there are 2 customers with the same contact, we will discard this email.


  • How long does it take for the import to be in my history?

The import is done in a few minutes.

  • Are attachments linked to the customers’ replies imported?

Yes we do! We import PDF, DOCX, XLSX, ODT and ODS with a limit of 25mb by file.

  • Can I create a group list which includes the Upflow reply email?

Yes you can! If you CC this group email (rather than the specific Upflow reply email), the response will also import into the customer timeline.

  • If I follow-up on an email sent from Upflow with one of my client, will it appear in the timeline?

Because we use the from field of an email, we can only add emails to the timeline that comes from your customer. You should reply to them directly from the Upflow timeline.

Any questions, suggestions? Get in touch!

Did this answer your question?