Every quote has one conversation with the customer, under Questions & answers at the bottom of the quote. It reads like an email thread: every message in the order it was written, the same on your side and on the customer's quote page. Messages from your team are marked with a line down the left.
When the customer writes
Customers can write on their quote page, or simply reply to any email about the quote: the quote itself, a follow-up or one of your messages. On their own link, a message is always sent in the name of that recipient: the form shows Asking as with the name and email address from their contact.
- The message is added to the conversation, and the quote owner receives it by email (as does your organisation's Reply-to email, if one is set under Settings → Emails & sending).
- The conversation counts as needing a reply. It shows under Questions to answer on the dashboard, with a count on the Quotes page, and the heading of Questions & answers says how many messages need a reply.
Write to the customer
- Open the quote and scroll to Questions & answers at the bottom of the Quote tab.
- Type in the box under the conversation.
- Choose Send.
The line under the box says who it goes to: the person who wrote last on the customer's side, or the primary contact if nobody has written yet. Your message is emailed to them, with a button back to the quote, and shown on the quote page. Any messages that needed a reply are then treated as answered.
If a message needs no reply, choose No reply needed next to Send. You can write once the quote has been sent.
Replying by email
- You can answer by replying to the email with the customer's message. Your reply is emailed to the customer and added to the conversation, just like a message written in Quoterium. Reply from the address you sign in with (any member of your organisation can): a reply from an address that isn't a member's isn't posted, and the quote owner receives an email saying so.
- Messages that arrived by email are marked by email. The quoted original and email signatures are left out, and automatic replies such as out-of-office messages are ignored.
Good to know
- Messages are plain text. Paragraphs are kept, web addresses become links, and lines starting with a dash or a bullet (- or •) become a bulleted list. Other formatting, images and attachments in replies by email are left out.
- Everything in the conversation can be seen by the customer. For internal notes, use the Private notes box on the quote, which is never shown to customers.
See also
Last updated 19 October 2026