The notification is headed New Lead from your website name. When the enquiry includes an email address, the message says: reply to this email and we'll send it to the customer and save it in your Mortar inbox. Use Reply on that email. Do not type a separate address of your own.
Steps
- Open the notification. The subject starts with your website name, then the customer's name.
- Press Reply and write the message. Send it from your sign-in email, a confirmed address on Emails you reply from, or the business email saved on the website.
- Open Inbox in Mortar, then the lead (the Leads tab, or All). The reply is in that thread, and it has been sent to the customer.
You can also reply inside the lead. The box says Reply to their first name, and underneath Sending to their email. Draft with Morris writes a draft (on a narrow screen the words are hidden, and the button is still labelled Draft with Morris). Press Send. The menu beside Send has Preview email.
Mark as replied is in the More menu on the lead, and only when you have not already sent a reply from Mortar.
If it doesn't work
If the address is not the customer's and not one of yours, the thread shows Who sent this? and the reply is not sent. The choices are It was me — send to the customer, It was the customer, and Neither — keep as a note.
It was me stays unavailable when Mortar could not verify the email. The note says "We couldn't verify this email, so it can't be sent automatically." If you still need to confirm the address, the thread says Waiting for you to confirm that sender, and that a link was emailed to it. Once you open the link, the reply is sent.
If the provider check fails, the thread says We couldn't verify this was sent by you, so it wasn't sent.
If you email too many replies on one conversation in an hour, the thread says Not sent — too many emailed replies in an hour. Resend it from the app.
A saved note says Internal note — not sent.
If the lead has no email address, the reply box is replaced with No email address provided — cannot send replies, and the notification does not include the reply line.
Common questions
Does the customer receive the reply?
Yes, when it is sent from your sign-in email, a confirmed address under Emails you reply from, or the business email on the website. The notification says Mortar will send it to the customer and save it in your Mortar inbox.