Quoted Thread History

When an agent replies to an email conversation in Convot, the reply includes the previous message history as a quoted block below the new content. This is standard email behavior - customers expect to see the thread below a reply.

What quoted history looks like

When you reply to an email conversation, your reply is sent as:

1. Your new response text at the top.
2. A quoted block of previous messages below, formatted the standard way - with > prefixes or an On [date], [name] wrote: separator, depending on the customer’s email client.

The customer’s email client renders this as a collapsed thread, exactly like a normal email conversation.

What is included in the quoted block

The quoted history includes the previous email messages in the conversation - both the customer’s messages and your team’s replies. Private notes (internal-only messages) are never included in the quoted history sent to customers.

In the inbox view

When you view an email conversation in the Convot inbox, messages show inline without the full quoted history duplicated every time. Convot strips the quoted blocks for the inbox view so you see clean, de-duplicated messages. The full quoted history is included only in the actual emails sent to the customer.

Replying from email vs. from the inbox

If the customer replies directly from their email client to your Convot reply, their reply arrives with the quoted thread intact. Convot threads it into the same conversation. The thread grows naturally in both the inbox and in the customer’s email view.

Next steps

• How inbound email becomes a conversation - the full inbound pipeline.
• Custom email domain - send from your own brand.