Replies to Email Messages
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.
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.
Reply handling is a part of the group settings.
Related Topics
This topic discusses email only. For information about replies to SMS messages, see SMS Reply Handling.
From Address
To reply to your email, the recipient uses the Reply button in the email client. The email client uses the reply address defined in the header of the original email to decide where to send the reply.
You define the group's From Address in the group settings. For more information, see Reply Handling (tab). Depending on the settings, the reply address can be different from the group sendout address.
We recommend that you use the reply address that Mapp Engage generates. This ensures that the recipient can reply to the email, and that Mapp Engage gets all of the replies. Mapp Engage can also recognize and filter auto-responses. This reduces the volume of replies. After Mapp Engage intercepts and filters the replies, it forwards the emails to another email address or to an IMAP folder. You can also use replies for automations. See the details below.
The group's automatically generated reply address is structured as follows:
groupprefix-reply@Mapp Engagedomain
Example: A Mapp Engage system has the domain name news.examplecompany.com. The group name is Service. The default reply address is service-reply@news.examplecompany.com.
Reply Handling Overview
Use Replies for Automations
For more information, see Automation.
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. It is possible to limit the automation to incoming messages that contain certain keywords. For instructions, see Unsubscribe Contact Based on Key Words in Reply. |
Filter Replies and Read in an Email Inbox or in an IMAP Folder
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 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. Mapp Engage stores 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. |
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. |
Forward to Message Author | Mapp Engage forwards all replies to the message author. |
Forward Personalized Reply to Address | Mapp Engage forwards all replies with the system message SysMsgEmbeddedReply_plain. 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. |