Email Inbox: Reply Tracking in Heavyset

Heavyset’s SMS Inbox now supports a full email channel alongside SMS threads. When enabled, outbound emails sent to leads appear in the inbox timeline, and replies from leads flow in as inbound messages. This gives your team a single view of every conversation, regardless of channel.

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Enabling the Feature

Go to Settings → CRM → Edit Config → Email Provider → Edit → Postmark and look for the Handle Replies via SMS Inbox toggle.

Turning this on automatically registers your Postmark account to receive inbound replies and routes them into the inbox. Once setup is complete, your Postmark inbound email address is saved to your settings. This is the address leads reply to.

After the feature is enabled, a second toggle appears: Track Automated Outbound Emails.

Use this setting to control how automated emails appear in the inbox:

• Enabled: Automated outbound emails appear in the inbox timeline.
• Disabled: Automated outbound emails will not clutter the inbox.

If disabled, Heavyset will still show the most recent outbound email in the thread the first time a lead replies, so your team has context without unnecessary noise.

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What You See in the Inbox

Use the channel selector to switch between SMS and Email views.

Each email thread shows:

• The lead’s email address
• The subject line
• A plain-text preview of the most recent message

Each thread displays the full back-and-forth in chronological order, including outbound emails sent by your automation and inbound replies from the lead.

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Replying from the Inbox

Your team can reply directly from the inbox without leaving Heavyset.

Replies are sent via Postmark using your configured sender address and appear in the thread immediately. Attachments are supported.

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Things to Know

• One thread per lead email address: All messages to and from a given email address are grouped into a single thread, regardless of subject line.
• Search works the same way: Lead email search in the inbox filters just like phone number search does in SMS view.
• Assign and close work across both channels: You can assign email threads to team members and open or close them the same way you do with SMS threads.