Replies & classification.
When a prospect replies to any email in your sequence, here’s what happens.
Reply detection
| Provider | Mechanism |
|---|---|
| Gmail | Pub/Sub push notification fires within seconds |
| Microsoft 365 | Graph webhook fires within seconds (renewed daily) |
In both cases, the system fetches the new message, strips quoted text and signatures, and matches it to the originating sequence via thread ID.
Classification
The AI reads the reply and classifies it as one of four buckets:
| Classification | Behaviour |
|---|---|
| positive | Sequence pauses. Status → replied_positive. CRM deal synced (HubSpot or Pipedrive, if connected). |
| objection | Sequence pauses. Status → replied_objection. You handle the response — the system doesn’t auto-reply. |
| unsubscribe | Address added to your suppression list. Sequence archived. |
| out_of_office | Logged but sequence continues — the OOO isn’t a real engagement. |
If the AI isn’t confident about a reply, it’s held as needs review and the sequence pauses until you look at it.
A positive reply doesn’t send a notification. Check the Sequences table (or your inbox) for new replies. The only Sales Outreach notifications are the usage warnings at 80% and 95% of your monthly cap.
Why classification matters
It’s the difference between sending Step 3 to someone who already said “interested — let’s set up a call” (an embarrassing mistake) and continuing to nurture a prospect on holiday.
What if the AI gets it wrong?
Reply classification is high-accuracy but not perfect. You can:
- Manually pause the sequence in the UI if you spot a misclassification
- Use the row menu → Archive if the prospect should permanently drop out
- Email support@tenloai.com if you see systematic errors (Tenlo will review and tune)
The “no auto-reply” policy
The AI never writes a reply on your behalf. When a prospect engages, you take over personally — that’s where deals close. This is a deliberate product choice, not a missing feature.