Looping someone in: adding people to a conversation

Sometimes one customer isn't the whole story. A colleague of theirs needs to see the answer, an accounts address should be on the thread, or the person who first wrote in has moved on. A conversation in AcornReply can hold several people, so every reply reaches all of them.

People join automatically

Most of the time you won't add anyone yourself. When an email arrives, the person who sent it and everyone on its To and Cc lines join the conversation — so a customer who loops in their colleague has already done the work for you. Each one is noted in the conversation, so you can see how the thread grew.

Three things AcornReply deliberately won't do:

• Bcc is never picked up. Someone put on Bcc was hidden from the other recipients on purpose, and moving them to a visible Cc line would expose them.
• Our own addresses are never added. That's what stops a reply-all from becoming a mail loop.
• Mailing lists don't drag their members in. When a message arrives through a list, only the person who actually wrote it is added — the To and Cc on that mail belong to the list, not to people.

Adding someone yourself

Open the conversation and find the Customer section in the right-hand sidebar. Tap the +, enter an email address, and confirm. From your next reply onward, they're a recipient.

A conversation holds up to five people. Once it's full, AcornReply tells you the limit is reached — and nobody already on the thread is dropped to make room.

Who lands on To, and who lands on Cc

You don't pick this, and that's deliberate:

• To is whoever you're currently corresponding with — the person whose message you're replying to.
• Cc is everyone else on the conversation.

So the To line follows the thread. If a colleague writes back, your next reply is addressed to them, and the person who started it moves to Cc. The conversation keeps talking to whoever is actually talking.

Taking someone off

Tap the ✕ next to their name in the Customer section. They stop receiving replies straight away.

Two things worth knowing:

• You can't remove the last person. A reply always needs somewhere to go, so AcornReply refuses a removal that would leave a conversation with nobody on it.
• Removing isn't permanent. If someone you took off writes in again, they come back as a recipient — they've just shown they're still part of this. Removal stops replies reaching someone who has gone quiet; it isn't a block.

The case this exists for

Someone leaves a company. Their address is still the one that opened the thread, so without a way to take them off, every future reply would keep Cc'ing an inbox nobody reads. Remove them, add whoever picked up their work, and the conversation carries on with the right people.