Why does the To field in email replies always show the original sender?
Plain always addresses replies to the thread's customer, the person who originally opened the thread, not whoever sent the most recent message.
Every thread in Plain is tied to a single customer. When you reply, Plain uses that customer's email address as the primary recipient. If a CC'd colleague, another person at the same company, or anyone other than the thread customer writes in, your reply still goes to the thread customer.
Each thread represents a support relationship with one primary contact. Anchoring replies to that customer keeps communication consistent and avoids emailing the wrong person in a multi-party conversation.
How to reply to a different person
- Edit the To field in the reply composer to reach a different person.
- Add the other person in the CC field, while still addressing the thread customer as the primary recipient.
- If the conversation has permanently moved to a different contact, change the thread's customer. Future replies will then go to the new contact.