Reply Handling (tab)
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Audience > Groups >
Change Settings > Reply Handling
What can I do in this window?
The Reply Handling tab defines email and SMS sendout and reply settings.
Email:
- Set the To Address and the From Address for group email sendouts.
Define how Mapp Engage handles incoming email messages to the group.
SMS:
Set the Inbound Mobile ID and Outbound Mobile ID for SMS.
Define how Mapp Engage handles incoming SMS messages to the group.
From Address
The From Address is the email address that Mapp Engage uses for email sendouts to this group. This name and address appear as the email sender in the inbox of the contact.
| Setting | Description |
|---|---|
| Defined Address | Creates a name and email address for group sendout. Two additional input fields appear:
|
| Message Author | Uses the email address and the name of the message author for email sendouts in the group. Verify that the email address that Mapp Engage has for the message author matches the email domain that is authorized for your Mapp Engage system. |
| Name and Email of the Group | Uses the name and email address of the group for all sendouts. You create the group name and email when you create the group. You can change the name of the group on the General Settings tab. You cannot change the group email address. This email address uses the domain that is created and authorized for your Mapp Engage system. Use of the authorized domain guarantees an optimal deliverability rate. We recommend this setting. |
- When you set up your Mapp Engage system, you authorize Mapp to send email from a certain domain. Your setup can include email authentication mechanisms. Always send from your authorized domain. Otherwise, email clients (such as Google and Yahoo) interpret your messages as spam. For more information, see Email Authentication.
- If you have DMARC set up for your system, you cannot send from a different domain. For more information, see DMARC.
To Address
This address appears as the email recipient in the inbox of your contact.
| Setting | Description |
|---|---|
| Name and Email of the Recipient | Displays the name and email address of the recipient in the inbox. We recommend this setting. If no name is stored in the contact profile of the recipient, the To Address displays only the email address. |
| Personalized To Address | Adds attribute values to the To Address. For example, you can use this option if you store the first and last names of your contacts in custom attributes.
|
| Name and Email of the Group | Name and Email of the Group |
Email Reply Handling
When you send an email with Mapp Engage, the recipients can reply directly to the email in several ways:
Automatic responses
Questions
Service requests
Feedback
You can select how Mapp Engage reacts to these responses from your contacts.
When you create a sendout with Mapp Engage, you create many emails. For every sendout, a high number of responses are anticipated. Mapp Engage does not offer an inbox in the user interface because it is not practical to handle so many responses manually.
Email Reply Handling Method | Description |
|---|---|
Send to Address and Store in IMAP (Exclude Auto-responses) | Mapp Engage:
The messages that Mapp Engage forwards to your specified email address are sent from Mapp’s IP address. Mapp Engage does not perform a security scan on these messages. If your email address is known to spammers, it is possible that you will receive external spam messages that come from Mapp´s IP address. Consider deploying an additional security scan on your end to identify such messages. For more information, see Access the Inbox with IMAP. |
Send to Address and Store in IMAP (Include Auto-responses) | Mapp Engage:
The messages that Mapp Engage forwards to your specified email address are sent from Mapp’s IP address. Mapp Engage does not perform a security scan on these messages. If your email address is known to spammers, it is possible that you will receive external spam messages that come from Mapp´s IP address. Consider deploying an additional security scan on your end to identify such messages. For more information, see Access the Inbox with IMAP. |
Send Directly to Address | Replies are sent directly to the email address you define. The replies are not sent to Mapp Engage first. Mapp Engage does not handle, track, or filter the replies in any way. The email address that you define becomes the reply address for the sendout. The email address for sendout in the group and the custom reply address, therefore, do not match. |
Send to Group Owner and Managers | Mapp Engage forwards all replies to the system users who have group owner and manager roles in the group. |
Store in IMAP (Exclude Auto-responses) | Mapp Engage:
For more information, see Access the Inbox with IMAP. |
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. |
Send to Message Author | Mapp Engage forwards all replies to the message author. |
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. |
Send Personalized Reply to Address | The reply is forwarded with the system message SysMsgEmbeddedReplyplain. The text that is stored in the system message is inserted before the body of the response. By default, the system message contains the name of the creator of the reply, the group, and the sendout address of the original message. It is possible to insert additional, personalized information about the person who writes the reply (see Edit Default System Messages). |
Initiate Event-based Automation | Executes an event-based automation every time a recipient replies to a message. For more information, see 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 more information, see Unsubscribe Contact Based on Key Words in Reply. |
The reply handling method affects the Reply To address in your email header. When a recipient clicks the Reply in an email, the recipient sees the Reply To address in the To field of the reply email.
Some of the options allow you to define a name and email address.
| Setting | Description |
|---|---|
| Name | Defines the name of the person |
| This input field defines a specific, individual reply address. Input of an email address is required. Personalization placeholders can be entered in the Name and Email input fields. If a valid from address cannot be generated from the placeholders during sendout, the name and email address of the group are used. |
SMS
Outbound Mobile ID
The Outbound Mobile ID field stores the TPOA (Transmission Path Originating Address). The TPOA is a header field in an SMS message. On their mobile phones, your recipients see the TPOA displayed as the sender of the message.
This field contains the number or identifier of the message sender. This identifier depends on the type of code you use for sendout.
Outbound Mobile ID | Description | Example |
|---|---|---|
| Shared Short Code with Keyword | Enter the keyword. If you use a shared short code and multiple keywords in one Mapp Engage system, multiple groups share the short code as outbound mobile ID. | PIZZA |
| Dedicated Short Code | Enter the short code. | 88888 |
| Long Number | Enter the long number. | 441234567890 |
Alphanumeric Outbound Mobile ID
If you do not want to enter your mobile code in the Outbound Mobile ID, you can create a custom alphanumeric TPOA. For example, use your company name as the TPOA.
The maximum length of the TPOA varies:
16 characters for a number (for example, a phone number).
11 characters for an alphanumeric code (for example, a company name).
The TPOA cannot contain any underscores, empty spaces, or special characters.
Advantages
On their mobile phones, your recipients see your company name that is displayed as the sender of the message.
Disadvantages
With this method, your recipients cannot reply directly to the SMS. Therefore, you must provide a way for recipients to unsubscribe in the body of the SMS text. Inclusion of the unsubscribe information reduces the number of remaining characters in the SMS. If you use a shared short code and keyword to send SMS messages, you must give your contacts the keyword.
Inbound Mobile ID
The inbound mobile ID is registered with SMS service providers. Contacts use this ID to reply to an SMS message or to contact the group.
The inbound mobile ID is either a unique number or a keyword, depending on your SMS setup. For more information, see SMS Code Types.
You can use each inbound mobile ID for only one Mapp Engage group. You cannot reuse the keyword in other Mapp Engage groups.
| Inbound Mobile ID Type | Description | Example |
|---|---|---|
| Shared Short Code with Keyword | Enter the keyword. | PIZZA |
| Dedicated Short Code | Enter the short code. | 88888 |
| Long Number | Enter the long number. | 441234567890 |
- Like email, SMS marketing requires an unsubscribe process. To unsubscribe, your contacts need an inbound mobile ID they can reply to. Do not send SMS messages without an inbound mobile ID in place.
- Some countries require you to register a custom TPOA. In these countries, SMS messages that are sent with an unregistered TPOA are not delivered.
Incoming Mobile Messages
SMS Reply Handling Method | Description |
|---|---|
Ignore and Delete | Ignores and immediately deletes every incoming SMS to the system. Mapp Engage does not take any further action. We do not recommend this setting. |
Send to Group Owner | Converts every incoming SMS into an email. Mapp Engage forwards the email to the system users who have group owner and manager roles in the group. The replies are not filtered in any way. |
Send to Email Address | Converts every incoming SMS into an email. Mapp Engage forwards the email to the specified email address. |
Store in IMAP | Converts every incoming SMS into an email. Mapp Engage forwards the email to the IMAP inbox of the group. You can access the IMAP folder with an email client. For more information, see Access the Inbox with IMAP. |
Send Unsubscribe Instructions | Sends unsubscribe information to the mobile number that sent the reply. The message contains an unsubscribe code and a link to a webpage. The recipient must enter the code on the webpage to unsubscribe. The instructions are the system message SysMsgUnsubscribeInstructions . Enable this system message for your SMS group. If desired, you can edit the default text of the system message. For more information, see System Messages via SMS and Unsubscribe All Inbound SMS Numbers. |
Treat as Mobile Subscribe Request | Adds the mobile sender to the group and sends the system message SysMsgWelcomeToGroupPasswd via SMS. This system message contains a link to a website where the contact must confirm the subscription. For more information, see Subscribe with Inbound SMS. |
Treat as Mobile Subscribe Request & save reply | Adds the mobile sender to the group and sends the system message SysMsgWelcomeToGroupPasswd via SMS. This system message contains a link to a website where the contact must confirm the subscription. For more information, see Subscribe with Inbound SMS. |
Treat as Email Subscribe Request | Adds an email address to the group. You can use this setting to allow your contacts to subscribe to the group via email.
For more information, see Subscribe with Inbound SMS. |
Initiate Event-based Automation | Fires the automation event Message Reply Received (C) when a contact sends an inbound SMS to the group. You can create multiple automations for the Mapp Engage group. In other words, an inbound SMS can trigger multiple different automations at the same time. You can limit the automations to inbound SMS messages that contain certain words. For example, the words help or coupon. You can use this method to create many different SMS programs with one Mapp Engage group. This event only fires if Mapp Engage recognizes the mobile number that sends the incoming SMS. SMS messages from unregistered mobile numbers are ignored. (For this reason, you cannot use Initiate Event-based Automation to subscribe new contacts to a group!) Restrict the automation event to the SMS group. Otherwise this automation is system-wide (meaning that the automation fires with inbound emails to the Mapp Engage system, as well). For automation scenarios, see Scenarios for SMS. |