Receiving customer email replies
How WaSMS routes inbound email back into your conversation inbox so threads stay intact.
Updated
On this page
When you send an email from WaSMS, the customer’s reply lands back in the same conversation thread — not in your personal inbox.
How threading works
Every email WaSMS sends has a unique Reply-To address like [email protected]. The customer’s reply goes there, Brevo catches it, and we post it into your inbox.
Required DNS
One MX record on your reply subdomain:
Copy and paste
r-yourchannel.wasms.net IN MX 10 mx.brevo.com.Copy the exact record from your channel settings.
What gets imported
- Plain text and HTML body
- Attachments (up to 25 MB total)
- Subject line
- Sender name + email (becomes Contact if new)
What does not (intentionally)
- Quoted reply history — stripped to keep thread clean.
- Signatures — we detect and hide.
- Auto-responders / out-of-office — we do not create new conversations.
Troubleshooting
- Replies not appearing — check MX exists and points to
mx.brevo.com. - Wrong conversation — customer forwarded instead of replying; new conversation is created.