Docs·Replying to Customers

Replying to Customers

Reply to customer emails directly from Slack or Discord. No switching tabs, no shared inbox — your response lands in the customer's inbox as a regular email.

No MailBridge account required to reply

Anyone already in your Slack workspace or Discord server can reply to customer emails using the MailBridge bot — they don't need a MailBridge account. A MailBridge account is only needed to access the dashboard (settings, routing rules, analytics). Your whole support team can reply from day one.

How replies work

When MailBridge posts an email to your Slack or Discord channel, it includes a Reply button. Clicking it opens a modal where you can compose and send your response — without leaving your chat app.

MailBridge sends the reply via email to the original sender, preserving the correct In-Reply-To and References headers so it threads correctly in the customer's inbox.

Replying in Slack

How to reply from Slack

1
Find the MailBridge message in your Slack channel.
2
Click the Reply button attached to the message (or use the ✉️ action if you're on mobile).
3
A modal opens with the customer's name, email, and original message pre-filled for context.
4
Write your reply in the text area.
5
Click Send reply. The email is dispatched instantly.

Thread replies in Slack are internal discussion — only the modal sends an email to the customer. This keeps internal conversation separate from customer-facing communication.

Replying in Discord

How to reply from Discord

1
Find the MailBridge embed in your Discord channel.
2
Click the Reply button below the embed.
3
A modal opens. Write your reply and click Send.
4
The email is sent to the customer and the message is marked as replied in MailBridge.

Reply attribution

Replies are sent on behalf of your support address (e.g. support@yourcompany.com), not from the individual team member's personal email. The customer always sees a consistent sender identity.

Internally, MailBridge logs which team member sent the reply so you have a full audit trail under the request's activity history.

Email threading

MailBridge preserves the correct email threading headers (In-Reply-To, References, and Message-ID) so the customer's email client groups your reply into the same conversation thread as their original message.

If the customer replies back to your reply, that follow-up email is forwarded to MailBridge again and appears as a new request linked to the same conversation — so you never lose context.

Reply history

Every reply is stored in MailBridge and visible in the request detail view in your dashboard. You can see who replied, when, and the full content of every exchange — giving your team full context on any ongoing conversation.