How client replies are filed | Mighty Workflow Help

When you email a client from Mighty, their reply comes back to your firm's mailbox like any other email. Mighty checks the mailbox every minute, recognises the reply and adds it to the right thread on the right workflow - usually within a minute or two of it arriving.

This guide explains how that works, so you know what Mighty does on its own and what it leaves for a person to decide.

Replies are filed automatically

Every email has hidden reply headers that say which message it's replying to. When a client clicks Reply, their email program fills these in. Mighty uses them - not the subject line or the address - to find the thread:

If the email replies to a message that's already on a thread, it's filed there.
It doesn't matter which of your connected mailboxes receives it.
If several emails in a conversation arrive together, they're filed together.

That's why it's best to start client conversations from Mighty: replies to an email you sent from your own mail client, outside Mighty, can't be matched automatically. You can still bring them in through Triage.

Replies your team sends from their own mail client

If a colleague replies to a client from Outlook or Gmail using the shared mailbox instead of from Mighty, Mighty picks the reply up from the mailbox's Sent folder and adds it to the thread, so the conversation stays complete. Only replies to conversations Mighty already knows about are picked up; the rest of your sent mail is left alone.

What happens when a reply is filed

It appears in the conversation on the workflow page, and in My work → Replies for the workflow's owner. See Your day in My work.
Attachments are added to the workflow's Files, credited to the person who sent them.
New people are added to the thread. See below.
AI suggests todos from what the client wrote, and the workflow summary is refreshed, while the workflow is open. See Todos and AI suggestions.
The owner hears about it. The workflow's owner gets a New reply email, unless they've switched that off under Account → Notifications.
A closed workflow reopens. If the client writes after the workflow was completed or cancelled, it's reopened so the reply gets seen.
An archived thread comes back. New mail on an archived thread restores it.
It's marked as read in your mailbox, so your mail client doesn't keep showing mail your team is already handling. Owners and admins can turn this off per mailbox under Advanced in the mailbox's settings.

New people on a reply

If a client copies in someone new - their bookkeeper, say - that person is added to the thread's recipients, so they get your next reply too. Everyone the reply was sent to or copied to is added, except your own mailboxes. Nobody is ever removed automatically.

When this happens, a note appears under the message in the conversation, such as:

Jo Smith added to recipients. Replies go to them too. Review

Click Review to see the thread's recipients and remove anyone who shouldn't be on it.

People added this way aren't saved as contacts; add them under Contacts if you want a record of them.

What waits for a person

Some email is related to your work but isn't a straightforward reply. Mighty puts it in Triage for someone to place, rather than guess:

Forwards. A forward usually brings in new people, and filing it would add them to the thread. So even when Mighty can tell which thread a forward came from, it waits in Triage - with that workflow and thread already chosen, so filing it takes one click.
New emails. A client writing a fresh email (not a reply) - or someone you haven't worked with yet - has no thread to match. Whether these go to Triage depends on the mailbox's Triage settings.
Conversations you label. If your mailbox is set to watch particular folders or labels, moving a conversation into one hands the whole exchange to Mighty.

See Work the Triage queue for how to file them.

What Mighty leaves alone

Mail from your own mailboxes. Email sent from any of your connected addresses is never treated as a client reply, so internal mail between info@ and tax@ stays out of Mighty.
New emails at a mailbox with Triage switched off. Replies to known threads are still filed; everything else is left in your mail client.
Mail outside the Inbox. Mighty reads the Inbox, the Sent folder and any folders chosen for Triage. Email that a rule files elsewhere, or that lands in Junk, isn't seen.
Anything that arrived before the mailbox was connected. Mighty doesn't import old mail.

Mighty never moves or deletes anything in your mailbox.

When an email doesn't appear

If a client says they've replied but you can't see it, work through these:

Is it waiting in Triage? Forwards, new emails and replies Mighty couldn't match go there. Check Dismissed too, in case someone dismissed it.
Is the mailbox working? If there's a banner saying a mailbox is temporarily unavailable, or it shows Unavailable under Settings → Email, Mighty can't collect mail from it. Once it's fixed, waiting replies are collected. See Keep a mailbox healthy.
Was it sent to a mailbox Mighty is connected to? A reply sent to a colleague's personal address, or to a mailbox that isn't connected, never reaches Mighty.
Did it reach the Inbox? Check the mailbox's Junk folder and any rules or filters that move mail out of the Inbox.
Is it on a different thread or workflow? Search for the subject with ⌘K (Ctrl+K on Windows). Replies to an older message in the conversation are filed onto that message's thread.
Was it a new email rather than a reply? If the client started a fresh email, or their email program dropped the reply headers, it's treated as new mail - so it's in Triage if the receiving mailbox sends its unmatched mail there, and left in your mail client if not.
Was it very recent? Mighty checks every minute, and a burst of mail can take a few minutes to work through.

Still missing? Find the email in your mail client and check which address it was sent to and which folder it's in. If you still can't track it down, email [email protected] with the sender, subject and time it was sent.

Filed in the wrong place?

Automatic filing follows the reply headers, so it's rarely wrong. If a conversation that someone filed from Triage turns out to belong elsewhere, you can send it back to Triage and file it again - see Send a filing back to Triage. Replies that were filed automatically can't be moved to another thread.