# 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.

## 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](https://docs.versionseven.ai/help/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](https://docs.versionseven.ai/help/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.