If any recipient replies to a campaign that you've sent out, these replies are automatically stored in the reporting area against that particular campaign. You can access and read these 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.
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.
Replies of 10MB or more will be bounced and you won't receive them. For more detail on this, see Message attachments below.
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.
If you'd like message attachments forwarded with replies, you can enable by following these steps:
- Select the Settings icon in the bottom left corner of the screen.
- Select Account from the settings menu that appears.
- Select Account settings.
- Scroll down to Features and check 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
An attachment is only available in the UI if you've enabled attachment forwarding.
Note: 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:
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').
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.
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 're-6G7-VAX-39BM-BZVXK@yourfromdomain.com').
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.
Editing the from address
You can edit the from address to change this setting by going to Campaigns > Advanced features > From addresses.
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 box.
We recommend adding an email address that you or your team use regularly, so it’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).