The following is what I would describe as a normal expectation of a CRM:

1. A form on a website (e.g. a 'Contact Us' form) is successfully completed and submitted by a visitor to a website.

2. The form data is received by the CRM as an email.

3. In the CRM, you click 'Reply' to that email, where the To: email address is the email address that was supplied by the visitor on the original 'Contact Us' form, and a copy of the email that was received by the CRM from the form submission is automatically appended to the email that you're about to send. In other words, totally normal/expected behaviour of any email software (Gmail, Outlook, etc.).

To the best of my understanding (and lots of trial and error) the above is currently NOT possible using Bigin CRM, irrespective of whether you're using the Form Builder supplied by Bigin, or a generic website form.

Sure, receiving the data from the form happens just fine. But not in a way that you can respond to the email with a click of a Reply button with the To: email address populate AND the original message appended.

If anyone has been able to achieve this - I'm all ears! :-)