This really does seem like a bug to me. Reply All works exactly as expected and includes the original message. The problem is that Reply All only appears when there’s more than one recipient.

So when it’s a one-to-one conversation, we’re left with Reply, which doesn’t include the original message.

It seems like Reply should simply behave the same way as Reply All in this respect.

I went pretty far down the rabbit hole troubleshooting this with HighLevel Support and testing both recent and older email conversations.

I can confirm the issue people are describing here: when replying from HighLevel Conversations, the recipient can receive the new response without the previous email history/quoted text appended underneath it. Gmail may visually group the messages into the same conversation, but that is different from actually including the prior email content in the outgoing message.

I initially thought this was a recent Mailgun or account configuration problem, but after reviewing older messages I found the same behavior going back much further.

A few things I learned:

The HighLevel setting “Include this signature before quoted text in replies” appears to control the placement of the signature if quoted text exists. It does not appear to enable quoted history.

This does not appear to be something Mailgun can simply turn on. HighLevel constructs the email body and Mailgun sends it.

The Forward Thread workaround mentioned here is worth testing because forwarding can include the historical conversation in the outgoing body.

Another promising option is Gmail 2-Way Sync for individual one-to-one emails, while continuing to use Mailgun/LC Email for broadcasts, workflows, and automated email.

I put together a short PDF with the findings, workaround options, and a controlled test plan in case it helps other users or the HighLevel product/support team.

4 years later ... still under review

This will be a massive improvement...is there any update on this?

Definitely need an option to reply in thread for email conversations. I wonder why this wasn't done from day zero and why it hasn't been implemented yet.

It does look very unprofessional, even weird, from a customer point of view.

I realized something that proves this feature is possible right now: The functionality to grab the email history already exists in HighLevel.

If you click "Forward Thread," the system successfully grabs the entire conversation history and pastes it into the body.

To the HighLevel Team: Please just apply that exact same "Forward Thread" logic to the "Reply" button! The code is clearly already there. The only reason our replies look "naked" and unprofessional is that the Reply button isn't triggering the same history-grab that Forwarding does.

To other users (The Workaround): If you absolutely need the email history to show up (so the client sees the context) but want to stay inside GHL, don't click Reply.

Click "Forward Thread" instead.

It will paste the full history into the body.

Manually paste the client's email address back into the "To" field.

Send.

It’s an extra step, but it forces the system to include the thread history until they fix the native Reply button.

This is critical. Currently, HighLevel acts more like an SMS blaster than an email client. When we reply from inside GHL, it sends a 'naked' message without the previous email history appended. This breaks the professional context for our clients and forces them to dig through their inbox to understand what we are replying to.

The Fix We Need:

Native Threading: Replies sent from GHL must automatically append the previous email body (quoted text) so the client sees the full conversation history, just like Outlook or Gmail.

Gmail Sidebar/Extension: If you can't fix the internal threading, please give us an official Chrome Extension that creates a GHL Sidebar inside Gmail. Let us view Contact Tags, Pipelines, and Notes directly in Gmail so we can reply there (where threading works) without losing CRM data.

Right now, I am forced to reply via Gmail to maintain professional threads, which defeats the purpose of an 'All-in-One' inbox. Please prioritize this

Yes, this is super frustrating for our team. Also having to manually re-add all the CC'd people or multiple to: people in the thread is tedious, slow, and leads to human error.

It's also annoying when a contact replies that isn't the contact you're on and the reply to goes to the main contact not the person who replied to the email.

Adding my post I made also requesting this feature - incredibly useful and not impossible to implement! https://ideas.gohighlevel.com/automations/p/add-a-reply-to-automation-action-that-is-able-to-reply-to-previously-sent-emails