message/reply

Reply to an existing message, keeping the conversation in-thread.

When to Use

• Auto-reply to customer inquiries: An IMAP trigger detects a new support email, the workflow classifies intent, and sends a categorized auto-reply in the same thread.
• CRM-triggered client follow-up: A CRM event marks a lead as qualified and triggers a reply to the lead's initial inquiry email.
• Approval request acknowledgment: When an approval request email arrives, acknowledge receipt with a reply containing the ticket reference number.
• Support ticket closure: When a ticket is resolved in the help-desk system, reply to the original customer email confirming resolution.
• Receipt acknowledgment: Automatically acknowledge inbound forms or orders by replying to the submitter's email within the same thread.

Configuration

Connection

Operation Fields

Sample Configuration

{
  "nodeType": "Gmail",
  "operation": "message/reply",
  "credentialId": "a3f9d12b-44e1-4c89-b7d2-9f0a1e2b3c4d",
  "messageId": "{{trigger.messageId}}",
  "message": "<p>Thank you for contacting support. Your ticket <strong>#{{ticket.id}}</strong> has been created. We will respond within 24 hours.</p>",
  "emailType": "html",
  "senderName": "BizFirst Support",
  "replyToSenderOnly": true
}

Validation Errors

Output

Success Port

Error Port

On failure, routes to the error port with status: "error", errorCode, and errorMessage.

Sample Output

{
  "messageId": "18e4b3c1a2d4e5f6",
  "threadId": "18e4a2f9d3c0b1a7",
  "labelIds": ["SENT"],
  "status": "success",
  "errorCode": ""
}

Expression Reference

Node Policies & GuardRails

Examples

Example 1: Auto-Reply to Support Inquiry

An IMAP trigger fires on new support emails. The workflow creates a ticket, then replies with the ticket reference.

{
  "nodeType": "Gmail",
  "operation": "message/reply",
  "credentialId": "a3f9d12b-44e1-4c89-b7d2-9f0a1e2b3c4d",
  "messageId": "{{imapTrigger.messageId}}",
  "message": "<p>Hi {{imapTrigger.from.name}},</p><p>Your support request has been logged as ticket <strong>#{{helpdesk.ticketId}}</strong>. Expected response time: 24 hours.</p>",
  "emailType": "html",
  "senderName": "BizFirst Support",
  "replyToSenderOnly": true
}

Example 2: CRM Lead Follow-Up

A CRM trigger marks a lead as qualified. The workflow finds the lead's initial inquiry email and sends a follow-up reply.

{
  "nodeType": "Gmail",
  "operation": "message/reply",
  "credentialId": "a3f9d12b-44e1-4c89-b7d2-9f0a1e2b3c4d",
  "messageId": "{{crm.lead.initialMessageId}}",
  "message": "<p>Hi {{crm.lead.firstName}},</p><p>Thank you for your interest in BizFirst! I'd love to schedule a 30-minute call to learn more about your needs. <a href='{{calendar.bookingLink}}'>Book a time here</a>.</p>",
  "emailType": "html",
  "senderName": "{{crm.assignedRep.name}}",
  "replyToSenderOnly": true
}

Example 3: Ticket Resolution Reply

When a help-desk ticket is closed, reply to the original customer email with the resolution summary.

{
  "nodeType": "Gmail",
  "operation": "message/reply",
  "credentialId": "a3f9d12b-44e1-4c89-b7d2-9f0a1e2b3c4d",
  "messageId": "{{ticket.originalMessageId}}",
  "message": "<p>Hi {{ticket.customerName}},</p><p>Your ticket #{{ticket.id}} has been resolved: <em>{{ticket.resolutionNote}}</em></p><p>Please let us know if you need further assistance.</p>",
  "emailType": "html",
  "replyToSenderOnly": true
}