Reply review

Replies closes the loop between outbound activity and account state. Vendor webhooks ingest the raw response; the classifier proposes an interpretation; a person decides what the system should record.

Ingestion flow

Replies are authenticated with the organization webhook secret and deduplicated by source ID.

Review decisions

Some reply categories surface context-specific buttons, but every state-changing decision goes through the same governed outcome pipeline.

AI-assisted reply drafts

Open Inbox to use a two-pane email client over the tenant-scoped communication ledger. Select a thread to read the full available message history, inspect sender and recipient evidence, and open Customer context for the account, contact, signal, task, opportunity, and outcome summary. Historical provider events may not contain the selected sender mailbox; the UI identifies that as unrecorded instead of guessing an address.

For an inbound reply, choose Draft with AI, or choose Write reply to prepare the response yourself. Both paths save a reviewable draft rather than sending directly. GTM Brain screens instruction-like inbound content, records model and prompt provenance for AI text, and parks the draft for human review. A rejected AI draft can be regenerated as a bounded next revision. The model cannot approve or send it.

Use Archive to remove a resolved thread from the active inbox without deleting evidence. Use Mark dead lead to record that lifecycle reason and remove it from the active view; this does not add the person or company to suppression. Archived threads remain restorable, and a new reply is marked so it does not disappear silently from the operator's workload.

For Instantly events, the authenticated webhook retains the provider email ID needed for a true threaded reply. When reply delivery is enabled, approving the draft starts gtmReplyDeliveryWorkflowV2. Temporal contains only tenant and draft IDs; subject, body, reviewer, and inbound content remain in Lakebase. The provider call is attempted once. An uncertain result becomes failed_unknown and requires operator reconciliation instead of an automatic retry that could duplicate the message. Organization administrators resolve the exact attempt through POST /gtm/operations/reply-deliveries/reconcile; a sent resolution requires the provider message ID, while not_sent records a definitive failure plus hashed operator evidence.

Set GTM_ENABLE_AI_REPLY_DELIVERY=1 only after testing Instantly's emails:read and emails:create scopes. With the gate off, approvals remain review records and no reply leaves the system.

Why replies require review

Reply language can be ambiguous. “Not this quarter” is not the same as unsubscribe, and an automated calendar response is not necessarily a meeting. GTM Brain keeps the model useful without letting its classification directly create a high-impact state transition.

Example classifications

"Yes, send me a couple of times next week."
Proposal: positive / meeting intent
Operator: confirm Meeting only after the scheduling context is clear

"Please remove me from this list."
Proposal: unsubscribe
Operator: confirm Unsubscribe

"I'm out of office until Monday."
Proposal: neutral or other
Operator: Dismiss

Bounces and vendor outcomes

Instantly email_bounced and lead_unsubscribed events are translated directly into terminal outcome actions. They do not use the free-text reply classifier because the vendor event already has explicit semantics.

Troubleshoot missing replies

1. Confirm Agents reports the webhook as configured.
2. Test that the vendor uses the exact organization-specific URL.
3. Verify the secret header or query parameter.
4. Check whether the event type is one GTM Brain translates.
5. Look for a duplicate source ID.
6. Inspect application logs and the account event history.

Next: Agent-led GTM lifecycle, Integrations, Pipeline, and Outcomes and learning.