Receiving customer email replies
How WaSMS routes inbound email back into your conversation inbox so threads stay intact.
Last updated 2026-05-31
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:
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.