Goal

To manage incoming replies to your email messages.

Background Information​

When you send an email with Mapp Engage, the recipients can reply directly to the email. These replies can include auto-responses, questions, service requests or other feedback. You must tell Mapp Engage how to handle these replies. Reply handling is a part of the group settings.

Mapp Engage does not offer an inbox in the user interface. This is because when you send with Mapp Engage, you create a very large number of emails. For every sendout, a high number of responses are anticipated. It is not practical to handle these responses manually.

You have the following basic options:

  • Filter Replies and Read in an Email Inbox or in an IMAP Folder​

  • Do Not Filter Replies and Read in an Email Inbox or in an IMAP Folder​

  • Use Replies to Unsubscribe or Delete​

  • Use Replies for Automations​

Procedure

  1. In the ​Main Navigation​, click ​Audience > Groups​.
  2. Next to the desired group, click the  symbol.
  3. Click the ​Reply Handling​ tab.
  4. From the ​Email Reply Handling​ drop-down list, choose one of the following settings

Filter Replies and Read in an Email Inbox or in an IMAP Folder​

Mapp Engage filters the replies for auto-responses, such as out-of-office messages.

Email Reply Handling Method

Description

Forward to Address and Store in IMAP (Exclude Auto-responses)

Mapp Engage filters the replies for auto-responses, such as out-of-office messages.

Mapp Engage forwards the remaining messages to the email address you define.

Mapp Engage stores a copy of every message in your IMAP folder. For more information, see Access the Inbox with IMAP​

Store in IMAP (Exclude Auto-responses)

Mapp Engage filters the replies for auto-responses, such as out-of-office messages.

Mapp Engage stores a copy of every message in your IMAP folder. For more information, see Access the Inbox with IMAP​.

Do Not Filter Replies and Read in an Email Inbox or in an IMAP Folder

The replies are not filtered in any way.

Email Reply Handling Method

Description

Forward to Address and Store in IMAP (Include Auto-responses)

Mapp Engage forwards all incoming messages to the email address you define. The replies are not filtered in any way.

Mapp Engage stores a copy of every message in your IMAP folder. For more information, see Access the Inbox with IMAP​.

Forward to Group Owner and Managers

Mapp Engage forwards all replies to the group owner and all managers in the group. These are the group roles ​Owner​ and ​Manager​.

The replies are not filtered in any way.

Store in IMAP (Include Auto-responses)

Mapp Engage stores a copy of every message in your IMAP folder. For more information, see Access the Inbox with IMAP​.

The replies are not filtered in any way.

Forward to Message Author

Mapp Engage forwards all replies to the message author. The replies are not filtered in any way.

Forward Personalized Reply to Address

Mapp Engage forwards all replies with the system message ​SysMsgEmbeddedReply_plain​. The replies are not filtered in any way.

The text stored in the system message is inserted before the body of the response. The standard text of the system message contains the creator of the reply (first and last name), the group and the group sendout address. You can edit the default system message text and add additional information from the recipient's profile. For more information, see ​ Edit Default System Messages​.

Use Replies to Unsubscribe or Delete

Email Reply Handling Method

Description

Treat as Unsubscribe Request

Mapp Engage unsubscribes the group member who sends the reply from the group. The contact receives an unsubscribe confirmation. The unsubscribe is recorded in the statistics for the message.

Ignore and Delete

Ignores and immediately deletes every incoming email to the system. Mapp Engage does not take any further action. We do not recommend this setting.

Use Replies for Automations

Email Reply Handling Method

Description

Initiate Event-based Automation

Executes an event-based automation every time a recipient replies to a message.

This is the following automation event: Message Reply Received (C)​.

You can combine this event with any event-based job that contains a (C) for contact-related.

For more information, see All Available Event-Based Jobs​.

For more information, see Automation​.

Related Topics​

Reply Handling (tab)​
This topic discusses email only. For information about replies to SMS messages, see SMS Reply Handling​ .