Reply and Forward are easy to use but incredibly powerful in the context of a play.
You will notice when you are designing a play, new steps appear.
The first step can’t be a reply (yet!). However, after you have your first email you can add in forwards or replies from that email. When you add the step it asks you which email you want to reference.
Once you choose, it looks like this.
Those tokens are there because you are still editing the first email. They will automatically put in the right text once the first email is sent. I just ran this play and put a task in the second email so you can see what it looks like.
Notice how the text is not a token anymore. You can edit it like a normal email. However, the dates and who sent it look exactly the way Gmail and Outlook render replies. People will not be able to tell the difference.
You should use replies and forwards to make your interactions seem 100% human and natural. The whole point of this sort of system is to scale human creativity. People can smell a fake email a mile away. Make your forwards and replies a natural part of your play design.
An example of a reply play is the “Handoff”. This is when the SDR writes an email to a prospect introducing them to the AE. The second step is a reply from the AE thanking the SDR. It should include relevant information like business goals. This simple play ensures a smooth transition in sales. Having a play for it means the AE doesn’t need to do any work to make the handoff a success.
Not alot of user interface, but it works smoothly. This feature is pretty rock and roll, don’t you think?