Replies and sentiment
How Victoria AI labels each reply, what happens to a lead who replies or opts out, and how to correct the record.
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What happens to the sequence when a lead replies
When a lead replies on any channel, the sequence stops for that lead: no more scheduled steps go out to them in that campaign. A reply that arrives while a step is about to send holds that step, so a pitch never goes out on top of an answer.
The reply lands in the Inbox. If the campaign runs the Appointment Setter, the agent picks it up; otherwise it waits for you.
Reply sentiment labels
Every reply is classified with one label:
| Label | Meaning |
|---|---|
| Positive | Interested. |
| Negative | Not interested. |
| Neutral | Neither clearly interested nor uninterested, such as a question. |
| Out of office | An automatic away reply. |
The labels appear in a lead's activity on Campaigns → your campaign → Leads (open a lead), and they drive the Positive replies, Negative replies, Neutral replies and Out of office metrics in analytics. The Inbox's Positive replies filter, reached from the Dashboard, uses the same label. See Analytics metrics.
Opt-outs and Do Not Contact
When a prospect explicitly asks not to be contacted again, such as "remove me" or "stop messaging me", the Appointment Setter closes the conversation as an opt-out and adds them to your organization's Do Not Contact list. That blocks every campaign and channel from messaging them, now and in future imports. A plain "no thanks" is a decline, not an opt-out, and doesn't add them.
To add someone yourself, open Campaigns → your campaign → Leads, open the lead, and select Do not contact. Anyone on the team can add to the list; only owners and admins can remove an entry, in Settings. See Do Not Contact.
Correct a reply's sentiment or outcome
The app has no control to change a reply's sentiment label. What you can correct:
- Meeting booked: in the Inbox, select Mark meeting booked or Un-mark on the conversation. This changes the Meetings booked count.
- Conversation state: Take over or Hand back to agent changes who handles the thread; Close conversation and Reopen move it in and out of the open list.
- Contact: Do not contact stops all future outreach to the person.
Out-of-office replies
An out-of-office reply is labelled and counted, but it isn't a real answer. The Appointment Setter doesn't reply to it and waits at least 7 days before the next touch. In analytics, Out of office can overlap the other labels, because the same lead may also reply properly later.