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Replies inside Hailo

Where a couple's reply shows up in Hailo, what the two banners on the Messages tab mean, how the Needs reply chip works, and how new replies are picked up.

Updated September 2, 2026

Hailo sends email as you but does not read your inbox. A couple's reply lands in your real mailbox as always. To also see it in Hailo, you forward a copy of your Gmail to Hailo once (this is called reply capture), and from then on each reply is filed on the lead or client it belongs to.

Note

Setting up the forwarding is covered in See couples' replies inside Hailo under Integrations. This article is about what you see on the record once it is on.

There is no inbox

Hailo has no studio-wide inbox on purpose. It only receives a copy of mail from senders it can match to a lead or client, so an "all mail" list would never be complete. Replies show in exactly one place: the Messages tab of the record they belong to. A reply from a booked couple goes on their client record; from a lead, on the lead.

Where a reply shows

  1. Open the lead or client and click Messages.
  2. The reply appears in its conversation on the left, with a Needs reply chip when the last message in that conversation is theirs.
  3. Click the conversation. Their message sits in the thread with their name, "to you", the time, and any attachments listed under it.

The bell also rings with the couple's name and "replied" plus the first line of the message, and the notification opens the record. See Notification bell.

The two banners

Until reply capture is finished, the Messages tab says so rather than showing an empty conversation that looks complete.

Banner Meaning What to do
"Replies land in your inbox" and Hailo cannot show them here yet Reply capture has not been started for your account Nothing to do yet; replies stay in your mailbox
"Replies land in your inbox." followed by a Set up reply capture link Reply capture is available but forwarding is not active Click Set up reply capture. It opens Settings > Integrations at the reply capture card

Once a real forwarded message has arrived, both banners go away.

The Needs reply chip

A conversation shows Needs reply in its list row when the newest message in it came from the couple. Sending a reply from the composer clears it. The chip is per conversation: a couple with three threads can have one waiting on you and two that are not.

How new replies are picked up

Hailo checks for new forwarded mail for a lead when you open the lead page, once per session so it does not slow the page. New replies are added to the conversation on that load. If a reply arrives while you have the page open, reopen the lead to see it.

Automations see the same replies: Stop if they reply and the They replied condition both read from what reply capture filed. See Conditions and stop on reply.

Which replies are kept

  • Mail from either partner's address on the record is kept and filed there.
  • Mail from anyone who is not a lead or client is not kept.
  • A couple who has both a lead and a client record gets filed on the client.

If it didn't work

  • The couple replied and nothing is on the record. Check the banner on the Messages tab first. If it still offers Set up reply capture, forwarding is not on. Then check the sender's address against the record's email fields; it has to match one of them.
  • The reply is in my Gmail but not in Hailo. Reopen the lead page to trigger a check. If it still does not appear, follow the checks in See couples' replies inside Hailo.
  • The reply shows on an old lead, not the client. The client record has a different email than the lead. Add the couple's address to the client record.
  • See couples' replies inside Hailo (reply capture)Forward a copy of your Gmail to Hailo so replies show on the lead or client they belong to, without changing your email address.
  • Send an email from HailoWrite and send an email to a couple from their lead or client record, pick a template and a mood, add a CC, and know which mailbox it goes through.
  • Conditions and stop on replyEvery If / Else condition and its negative, what record each one needs, the Has tag? block, the stages a Status changed trigger can fire on, and how Stop if they reply works.
  • Email trackingWhat the Delivered, Opened and Clicked lines on a sent email mean, how opens are counted, why an open can be wrong, and how clicks are tracked.
  • The lead recordEverything on a lead's page, from the header card and countersign banner to the six tabs and the Activity rail.
  • The client recordThe page for a client you added directly, with its tabs, automation controls and Activity rail, and why a converted lead looks different.
  • The notification bellRead what the bell badge means, use the panel and the See all page, and find where to choose which events ring the bell or email you.
Still stuck? Send a note from the contact page and a real person at Hailo answers. Include the studio name you signed up with and, if it is about a specific screen, what you clicked.
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