FAQs
Once a rep replies, the thread moves to the Resolved queue and becomes unassigned. If the customer replies again, it automatically reopens and reassigns to the previous handler. If a message has “reappeared,” it's expected behavior. Reply is designed to keep follow-up messages with the same person for continuity.
Reply teams are based on Sticker Mule team accounts. When a team owner signs up, all existing team members are automatically added.This means team setup happens instantly. No need to manually invite users.
Yes. Every thread includes a link to “View on X”, allowing users to open the original post or message directly on the platform. If you come across a broken link, it's possible that the original tweet or message was deleted or made private.
Yes. An active Sticker Mule Pro subscription is required to use Reply.
Reply is Sticker Mule's conversation management tool for managing and responding to customer messages in one place. Reply currently supports X and email, allowing you to manage conversations, assign messages, and respond from a shared workspace.
Yes. Reply works with Sticker Mule Team accounts. All Team members automatically have access to Reply and can collaborate on customer conversations. Team members can view, assign, and respond to conversations from connected X accounts and email inboxes.
Reply currently supports conversations from X and email. You can respond to: Public mentions and replies on X Private messages (DMs) on X Emails sent to your connected Reply inboxes
When setting up Reply, you can create an inbox using either: A Reply-provided email address Your own custom domain If you use a custom domain, follow the steps to verify your domain before creating your inbox. After setup, you can add more inboxes anytime by going to Reply > Settings > Channels > Email inboxes.
Reply lets you send and receive emails using your own domain, such as help@yourcompany.com. To connect a domain, go to Reply > Settings > Channels > Email inboxes and follow the steps to add the required DNS records. Once your domain is verified, you can use it to create email inboxes in Reply. If you've already verified the domain in Notify, Reply will recognize it automatically and you won't need to verify it again. DNS changes may take some time to propagate. If your domain remains pending, confirm that the required DNS records were added correctly.
Yes. You can create multiple email inboxes by going to Reply > Settings > Channels > Email inboxes. You can create inboxes using either: A Reply-provided email address Your verified custom domain Once a custom domain is verified, you can create additional inboxes using that domain without verifying it again. When composing an email, use the Replying via dropdown to choose which inbox you want to send from.
Reply automatically groups replies from the same email conversation into a single thread, so you can see the full conversation history in one place. When someone replies to an existing email, the new message is added to that conversation rather than creating a new one. Attachments, previous replies, and quoted email content are also kept within the conversation. If someone sends a new email instead of replying to an existing conversation, Reply creates a new conversation.
You can't rename an existing Reply email address. Instead, create a new inbox with the email address you want. Go to Reply > Settings > Channels > Email inboxes, then: Create a new inbox with your desired email address. Confirm the new inbox is working. Delete the old inbox if you no longer need it. Deleting an inbox stops new emails from being delivered to that address, but your existing conversations will remain available in Reply. If you want to use a branded email address, connect a custom domain and create a new inbox using that domain.
Reply organizes conversations into four queues: New: Unassigned messages from X and email Mine: Conversations assigned to you Open: All active conversations, whether assigned or unassigned Resolved: Conversations that have been completed, either by sending a reply or by manually marking them as resolved. If a customer replies again, the conversation automatically reopens and is reassigned to the previous handler. If a conversation seems to have disappeared, check the Resolved queue or another user's assigned conversations.
Yes. Every thread includes a link to “View on X”, allowing users to open the original post or message directly on the platform. If a user reports a broken link, let them know it's possible that the original tweet or message was deleted or made private.
When you set up email in Reply, you can choose between a free Reply email address or your own custom domain. A Reply email address uses a Reply-managed domain (for example, help@abc123.reply.notify.app). It's ready to use immediately and doesn't require any additional setup. A custom domain lets you send and receive emails using your own domain (for example, help@yourcompany.com). During setup, you'll be guided through a one-time domain verification process. Once your domain is verified, you can create additional inboxes on that domain and use branded email addresses in Reply. If you're just getting started, a Reply email address is the fastest option. If you want to communicate using your own brand, a custom domain is the better choice.
When someone sends an email to one of your Reply inboxes, the conversation appears in Reply, where you can read, manage, and respond to it alongside your other customer conversations. Reply automatically groups emails from the same conversation into a single thread, making it easy to follow the full history. Incoming and outgoing emails, attachments, and previous replies are all displayed together so you have the context you need when responding. You can also use Reply's conversation queues to organize email conversations and collaborate with your team. Related article: How do message queues work in Reply?
Yes! Reply lets you send and receive emails using your own custom domain. During setup, you can connect your domain by following the guided verification process. If your domain has already been verified in Notify, Reply will recognize it automatically, so you won't need to verify it again. Once your domain is verified, you can create one or more email inboxes using that domain (for example, help@yourcompany.com or support@yourcompany.com) and manage them directly from Reply. You can also add a custom sender name and email signature for each inbox.
An email inbox is created as part of the Reply setup process. When you first set up Reply, you can either: Create an inbox using a free Reply email address, or Connect an inbox using your own custom domain. If you choose a custom domain, Reply will guide you through the verification process. Once your domain is verified, your inbox will be ready to send and receive emails. After setup, you can add additional email inboxes at any time by going to Settings > Channels > Email inboxes. You can create inboxes using either a Reply email address or your own verified custom domain.
No, your X account can only be connected to one Sticker Mule account at a time. You can choose to connect it to either a personal account or a team account, but not both. If you'd like to switch, you'll need to disconnect your account first and then reconnect it to a different account.
To disconnect your X account from Sticker Mule: Go to your integration settings: https://www.stickermule.com/integrations/x/settings Click Disconnect Once disconnected, your account will no longer be linked, and messages will stop syncing with Reply. If you reconnect later, you can resume managing messages from within Sticker Mule.
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