Manage customer service

[Max90]

Hello,
I'm trying to set up the Prestashop customer service correctly but I have these doubts\problems:
1) I think I changed the settings and the emails do not remain in the mailbox inbox, I think they are deleted once imported into the backoffice. I tried unchecking "Delete messages" from customer service but nothing changes;
2) Is it possible to enable the response from customers by replying directly to the email, after I answer them? So without writing again from the contact form? it is a bit inconvenient and surely someone will reply directly to the email, even though it is written not to do so. Also, since the inbox clears, I wouldn't even notice they replied.

Can anyone help me?
Thank you