When you reply to a customer email in DriveCentric, your response stays connected to the original email thread. This ensures clean, organized communication and prevents duplicate conversations.
Replies will only start a new thread if you discard the reply and send a new email, or if you forward the message.
This behavior applies across:
Customer Card → Activity tab
Conversations tool
Customer Card → Conversations tab
Mobile app (iOS & Android)
Reply vs. Reply All
Reply
Sends to the original sender only
Keeps the existing email thread
Does not include CC recipients
Reply All
Sends to the original sender and all CC recipients
Preserves CC and BCC automatically
Keeps the existing email thread
When the Reply Button Appears
You’ll see Reply (and Reply All, when applicable) under an incoming email unless:
The customer has opted out of email
The email was sent to another user and you don’t have permission to reply
The original recipient is inactive
What Happens When You Reply
Clicking Reply or Reply All opens the Email Editor in Reply Mode.
Reply Mode locks key fields to protect email threading.
To: Replaced with a reply indicator (system-controlled)
Send As: Preset and locked
Subject: Automatically set to RE: Original Subject
CC/BCC:
Reply: No CC included
Reply All: Original CC/BCC preserved
Body: Start typing immediately—email history is hidden, but threading is handled automatically
Exiting Reply Mode (trash icon) discards the reply. Any email sent after that starts a new thread.
Forwarding an Email
Forwarding sends the email as a new, separate conversation.
How to forward:
Open the Customer Card
Go to the Activity tab or Conversations
Click the three-dot menu (⋮) under the email
Select Forward Email
Enter recipient email addresses
Replying on Mobile
You can reply from:
Activity tab
Unreplied drawer
Conversations
When replying, the composer shows “Replying to ___ via Email”, confirming the message will stay in the same thread.
Need Assistance?
For assistance, reach out to your Customer Success Team using the Support Icon in the bottom-right corner of DriveCentric!