Where do replies to my campaigns go? How can I change where replies go?

Outlined below are details for how to setup reply handling for campaigns sent from your account. Note that replies to test campaigns can be setup to be handled differently from the campaign and/or account settings.

There are two options for how replies are handled by the system. You may have one or both of these options available in your account.

Managed Mode: Store Replies and Optionally Forward

This is the default setting. Replies are routed to our system so that they can be tracked and displayed in Reports (Interaction tab). Replies can also be forwarded to additional email address(es).

When using this option, if recipients click "reply" to a campaign they received, a long email address will display in the "To:" line ending in your sending domain. This long email address is what our system uses to tie the reply to your specific campaign and track it in your Reports. If you do not want your recipients to see this long email address, you can use the second reply handling mode (Direct) described below.

Please also note that if a recipient manually changes what appears in the To line to a different email address, that reply will not be captured by our system.

Direct Mode: Send Replies Directly Only

Replies are not routed through our system or displayed in Reports. Instead they are sent directly to the email address of your choosing.

When using this option, if recipients click "reply" to a campaign they received, the email address you select will display in the "To:" line.

Modify Reply Settings

To modify the reply handling settings for all new campaigns created in your account:

1. Click Settings in the upper right of your account, and navigate to the My Settings tab.
2. Click the Email text link.
3. Navigate to the "Replies" section.
4. Click a setting name to change it:
   • Managed - turn Managed mode on or off for all campaigns; in Managed mode, replies will be returned to the system, displayed in Reports and optionally forwarded.
   • Managed replies forwarded to profile email - in Managed mode, automatically forward all replies to the profile address used to send the campaign.
   • Managed replies default forward to address - in Managed mode, automatically forward all replies to a designated email address(es).
   • Managed replies CC address - in Managed mode, automatically CC all replies to a designated email address(es).
   • Direct - turn Direct mode on or off for all campaigns; in Direct mode, replies will be sent directly to an email address and will not be recorded, stored or  forwarded by the system.
   • Direct replies default email address - in Direct mode, replies will be sent directly to an email address entered here, if any 
     (in Direct mode, if nothing is entered for this setting, replies are automatically forwarded to the profile address used to send the campaign).
   • Replies mode default - set the default method to be used for reply handling when starting a new campaign (only required when both Managed and Direct are set to On).
   • Out of office/automated replies - in Managed mode, when sending from the profile email address, prevent out of office and other automated replies from being sent to the profile email address.

Modify In Progress Campaign

1. Go to the Content step of an in progress campaign.
2. Click the "Show" text link next to Advanced.
3. Select or de-select your desired reply options for that campaign.

Modify Sent Campaign

1. Click Reports in the main navigation menu.
2. Click the down arrow icon next to the campaign's name, and select More.
3. Click the Reply Management tab.
4. Make the required changes.
5. Click the Update button.
6. Click the Close button when you have finished making all of your changes.