I think I may be missing certain replies, or they aren't being forwarded properly. What's going on?
If replies are not being forwarded to you properly, follow these steps:
- Check your settings for the specific campaign and the account to ensure the forwarding is setup as desired.
- Check to see if the replies are getting stored in Reports > Interaction > Replies. All replies that we receive are displayed in Reports, unless they have been identified and filtered as an automated "out of office" reply. This means the system recognized them as not being "true" replies and discarded them before they are stored or forwarded.
- If the reply is in Reports, but has not reached the forwarding recipient, that means our system pushed out an email to whichever email addresses had been designated (if any). The recipient who wishes to receive the forwarded replies should check their Junk or Spam folders, or ask their IT department to trace where the replies may have gone.
- If the reply is not in Reports, but has been forwarded to a designated address, this could be due to an issue with some out of office configurations (including Microsoft Exchange) do not route their automated emails properly. The emails are sent directly to the profile address rather than routing through our system. Therefore these replies will not display in Reports and cannot be forwarded by us.