Replies and your inbox

Where replies go

Until you send from your own domain, Kicklace sends from its own address with your name on it, and replies go to your own email address, the one you signed up with. You can change it under Settings → Sending → Defaults.

Once you send from your own domain, replies can come back into Kicklace instead. Set up Settings → Sending → Replies: Kicklace takes mail on a subdomain, reply.your-domain.com, with one MX record you add where your domain's DNS lives. From then on a reply to anything Kicklace sent lands in Mail, on the person who wrote it.

Mail

Mail is your inbox in Kicklace. Its folders sit under Mail in the sidebar. Inbox, Drafts and Sent are one tap away, and More holds the rest: Starred, Snoozed, Archive, Spam and Trash. The Inbox is always there. The icon beside the Mail heading opens Folders: a switch for every folder but the Inbox, and the name of each one opens it. A folder you switch off is gone from the sidebar, More included, and from the folder list on a phone, until you switch it on again. Snoozed starts switched off. Starred is your own. On a phone the folder list has the three first and the rest under More.

Each row in a list shows who it is with, the subject, the first line of the last email, the stage the person is at on your map, like Created an account, and the time. The days are headed Today and Yesterday, then by weekday. A folder with nothing in it says so once, in its list.

Sent shows what you wrote and what your sequences sent, each on its own tab. An email a sequence sent is listed once, under Sequences; when you answer it, the conversation moves to what you wrote, with the sequence's email above your answer. A row says the last thing you sent in that conversation, and when, not what they wrote back. Reply and Forward work the way they do anywhere else. Snooze puts a conversation away until a time you pick, or a date of your own, and it comes back to the top of the Inbox when it wakes.

Spam holds what you marked as spam, and mail Kicklace kept out of your Inbox instead of letting in: from a sender you blocked, an automatic sender, an address nobody set up, or a sender that failed its own domain's checks. Each says why. Not spam takes it back to the Inbox and trusts that sender from then on. Whatever sits in Spam or Trash for 30 days is gone.

The mail a service sends when you sign up with an address, a verification code, a link to confirm your email, a password reset, a sign-in link or a receipt, goes to the Inbox even from a no-reply address. It goes to Spam all the same if its sender failed a check, a link in it names one site and goes to another, or a file that runs came with it.

Every conversation is also on the person's own record, so you see it wherever you look them up.

Reading an email

An email is drawn the way it was made, with its own layout. Its pictures stay hidden until you ask, because a picture that loads tells the sender you opened it: Show images loads this email's, and Always show loads that sender's from then on, never in Spam. What a reply quotes folds away behind a ··· button. A link whose words name one site and go to another asks before it opens. The files an email came with are listed with their sizes, and each one downloads. The ⋯ menu on an email has Print and View original, and Mail's keys keep working after you click into one.

Answering

Reply opens your answer under the conversation, written like any email: your words, your signature under them, and the email you're answering quoted under that, folded behind ···. Bold, italic, links and lists are in the small bar under your words. Send is at the top right, beside Full screen and Discard, so a long email never needs a scroll to send, and ⌘↵ sends. Press your signature to change it for this one email, or take it off with the × at its corner. Full screen opens the whole writer, with its styles and Preview. While the box is empty, Write for me drafts an answer from the conversation in your voice, for you to change. It uses credits like the rest of the AI, and nothing goes until you press Send.

Forward opens the same page. To is empty and has the cursor, there is a line for your note, then your signature, and the email you're passing on is folded behind ···, so the note comes first and your signature never sits under somebody else's words. New email is the same page too, with a subject of its own, in the pane beside your list. Cc and Bcc are the two quiet words at the end of To, and each opens a line for the addresses you want to copy. What you write is kept as a draft as you write it, so there is nothing to finish: leave, and it waits in Drafts.

Send holds an email for ten seconds. The toast says Sent with Undo, and ⌘Z does the same while it shows. Undo puts your words back where you wrote them, and nothing has gone. The draft leaves Drafts the moment you press Send, and comes back if you Undo or the email can't be sent. When the ten seconds are up, or you leave Mail or close the tab, the email goes, once: send the same draft again from another tab and Kicklace says Already sent. A quick reply on Home and the Email on a person's page hold their Send the same way.

Filing the email you write elsewhere

You don't have to write to customers from Kicklace. Once replies come back to Kicklace, Settings → Sending → Replies gives you two more addresses:

• Your BCC address. Put it in BCC when you write to a customer from Gmail, Outlook or anything else. The email lands on their record as sent by you.
• Your forwarding address. Forward an email a customer sent you, and it lands on their record as theirs, from them, on the day they sent it.

Forward inline, the ordinary way, not as an attachment: Kicklace reads who wrote it from the forwarded message itself. A mail rule works too. In Gmail, add the address under Forwarding and POP/IMAP, then make a filter for the customer's address that forwards to it. In Outlook, a rule with From and Forward to.

If Gmail asks you to confirm the forwarding address, the confirmation arrives in Kicklace. Its code goes to you alone, in your notifications, and nobody else in the workspace sees it.

Only mail from a member of your workspace is filed, and mail that fails its sender's own check goes to Spam instead. Somebody Kicklace has never seen becomes a person with an email address and nothing else, on no list. Nothing is ever sent back.

A support address on your own domain

help@your-domain.com can go through Kicklace too. Somebody writes to it, the email lands on their record, and you get a note on Home. You can answer from Kicklace. If you'd rather answer from Gmail, a copy can also go to your own mailbox, with Reply pointing back at them. The copy is up to you: leave it out and the mail stays in Kicklace only.

Set it up under Settings → Sending → Inbox. It takes mail for the whole domain, so only do it if nothing else receives mail at your-domain.com today. It needs one MX record on the domain, and it has to be the only one there. Then open an address, like help, and, if you want a copy, fill in Copy to. You can have up to ten.

Edit on an address sets, changes or turns off its copy whenever you like. Nothing already on a record changes.

If your replies already come in on reply.your-domain.com, stop taking replies there first; the screen says so.