Three actions, three places. Replying happens at the bottom of the conversation. Forwarding happens from the message menu. Writing to somebody who has not written to you yet happens from the button above the list.
Replying
Under the thread there are two buttons: “Reply” and “Internal note”. The first opens the editor, already addressed to whoever wrote last.
Two ways to send, and the choice matters:
- “Send and mark as done”: the message goes out and the conversation leaves your list. This is the normal case, when the exchange is over.
- “Send and keep active”: the message goes out and the conversation stays open. Use it when you are waiting for an answer.
If the customer replies later to a conversation marked done, it comes back on its own. You do not have to plan for it.
Changing recipients or the subject
“Edit recipients and subject” opens the To, Cc and Bcc fields, and the subject. Useful for copying in a colleague, or fixing a subject line that stopped making sense three weeks ago.
When you add somebody who was not on the thread, Trupeo tells you: “A new recipient isn’t on this thread, so the conversation history will be included to give them the context.” That is deliberate, they are joining midway.
Quoted history
The “Include the conversation history” box adds the earlier messages under your reply. Ticked, your recipient finds the thread without searching for it.
Forwarding
A forward carries the original message, its images and its attachments, and lets you write a line above it.
Forwarding changes nothing about the conversation: it keeps its assignment and its status. You can forward ten times without anybody on the team seeing anything move.
Ten recipients maximum, separated by a comma or a semicolon.
Writing a new message
The button above the list opens an ordinary compose window: To, Cc, Bcc, subject, message. The mail goes out from the shared address, not yours, and the conversation it creates shows up in the mailbox like any other.
Attaching a file
The paperclip is there in all three cases: reply, forward and new message. Click it, pick your files, and they appear as chips under the editor with their size. The cross removes one.
25 MB in total, across all files. Above that, Trupeo refuses before sending rather than letting the provider bounce the mail.
One limit worth knowing: Microsoft 365 and Outlook cap at 3 MB per mail, well under the 25 MB. If your mailbox is with Microsoft and a send is refused for that reason, Trupeo says so and nothing went out. Use a share link for large files.
An internal note takes no attachment: it is never sent anywhere, so it has no envelope to put one in.
What to know before closing the window
Trupeo does not save drafts. If you close the editor or switch conversations, what you had written is gone. For a long message, write it in one go or prepare the text elsewhere.
What does survive: if two people open the same conversation, the second sees “Someone is already replying” and their text is kept. That is the safety net against double replies, not a draft.
When a send fails
A send can fail for two reasons.
The mailbox is no longer connected. Trupeo shows “This mailbox is no longer connected, so the message was not sent” with a link to reconnect it. The message did not go out and nothing is lost, see Reconnect a paused mailbox.
The provider refused it. The error message comes from them, and “Try again” sends it again as is.
Either way, a mail shown as sent really was sent. Trupeo only writes the line into the thread once the provider has accepted it.
Next step
To discuss a message without the customer seeing it, see Leave an internal note.