What is the difference between "New Email" and "Reply" in Scheduler?

The key difference lies in how each option handles conversation history:

• New Email: Starts a fresh conversation thread with no prior message history included — best used when initiating first contact with a facility.

• Reply: Responds within an existing thread, preserving the full conversation history and automatically targeting the sender of the last message to maintain context.

Note: When in doubt, use Reply if a conversation with the facility is already in progress — this keeps all communication in one thread and makes it easier to track appointment history.