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Replies to your email campaign
Replies to your email campaign

If any recipient replies to a campaign that you've sent out, the replies are automatically stored in the report for that campaign.

Laura Russell avatar
Written by Laura Russell
Updated over a week ago

You can access and read replies by selecting Replies under the 'Interaction' section of a campaign's report.

You also have the option to have those replies automatically forwarded to an email address of your choice. Just ensure you enter a valid email address in the 'Optional forwarding address' box when providing the campaign's setup details (this can be done when creating a new campaign, or you can access it again by selecting the first step, 'Create').

Replies to test sends are not forwarded.
Replies to transactional emails are sent to your Unknown mail forward.

If you leave this box blank, replies will be stored in the reporting area by default where you can read through all replies to the campaign.

Our system will handle replies for 14 days after a contact was sent a campaign, after which time replies will be bounced by the system and returned to the sender.

Replies of 50MB or more will be bounced and you won't receive them. For more detail on this, see Message attachments below.

Message attachments

Any attachment to the email will be removed before being forwarded on to you. Experience shows that when sending mass emails there will always be a few infected people on the list; these machines may possibly auto-reply to any email they get, sending infected files back in the hope of spreading the virus. That's why we remove attachments to protect you and the service.

An attachment is only available in the UI if you've enabled attachment forwarding.

If you'd like message attachments forwarded with replies, you can enable by following these steps:

  1. Expand the User menu, then go to Settings > General > Account settings.

  2. Under Features, select Include attachments in forwarded replies.

Forwarded attachments can be any of the following file types: .csv, .doc, .docx, .dot, .eps, .gif, .html, .ical, .ics, .indd, .jpg, .mp3, .pdf, .png, .pps, .ppsx, .ppt, .pptx, .pub, .rtf, .txt, .vcf, .vcs, .xls, .xlsx, .xps

Any reply of 10MB or more will be bounced and you won't receive it. The contact sending the email will of course receive an email notification that their message was too large. It's a very rare occurrence that a reply will be as large as this, but it will most likely be caused by an attachment. You should be aware of this size limit in case a contact says they're sending replies to you and you aren't receiving them. This could be the reason for it.

Variable forwarding address

You can use contact data fields to get replies forwarded to a different address depending on the contact. For example, this could be used to forward replies to a contact's account manager. To do this, enter the contact data field placeholder (for example, @ACCOUNTMANAGER@) as the forwarding address.

Managing automatic replies

The system analyses all replies and filters them into three groups:

Actual replies

These are actual replies sent to you, perhaps asking a particular question. These replies can be forwarded to an email of your choice as specified in the campaign setup screen (as explained above, under 'Variable forwarding address').

Auto replies

These are automatic replies set by the email recipient to go to every email they receive. This is quite common in relation to general email addresses such as info@ or sales@.

If the system identifies a reply as an automatic reply, then it won't get forwarded to the forwarding email address specified in the campaign setup screen.

Challenge replies

These are replies sent by sender verification tools such as Spam Arrest. They're sent to reduce spam in the email recipient's inbox. You'll generally need to enter a code of some description in order for your original email to be accepted by your email recipient.

Again, if the system identifies a reply as a challenge reply, then it won't get forwarded to the forwarding email address specified in the campaign setup screen.

The reply address

To make sure that all replies to your campaigns are tracked correctly, we use a unique reply address for each contact (which will look something like '').

If tracked replies aren't important to you and you want a more human-friendly reply address, then 'Track all replies' can be disabled in the settings for the from address. When disabled, the reply address will be the same as your from address but replies won't get tracked; they'll be forwarded instead to your 'Unknown mail forward' address (provided this has been set up).

If someone directly emails your 'from' address (from Outlook, for instance), their email will also be forwarded to your 'Unknown mail forward' address.

Edit the from address

  1. Expand the User menu, then go to Settings > Email > From addresses.

  2. Select the Edit pencil to change the settings for an address.
    The Edit from address window will appear.

Unknown mail forward

When a contact replies to your custom from address or a transactional email, their reply is sent to the email address in the Unknown mail forward field.


We recommend adding an email address that you or your team use regularly, so itโ€™s convenient to check for any replies.

The contact reply looks like this in your inbox:


Track all replies

Clear the Track all replies check box to disable the advanced tracking (and set up your friendlier reply address).

Read more about replies.

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