Overview
The Reply Handling tab defines how Mapp Engage processes responses to email messages sent from a group. It also controls the sender information for group email sendouts and defines the outbound sender ID for SMS messages. These settings determine how replies are routed, stored, or processed after a message is delivered.
Navigation Path
Navigate to Audience > Group Management > Groups.
Select Configuration Template.
In the Actions column, click Edit.
Open the Reply Handling tab.
Settings
Email Reply Handling
This section defines how replies to group email messages are handled. The selected method determines the Reply-To address in the email header and how incoming replies are processed.
Setting | Description |
|---|---|
Send Directly to Address | Replies are sent directly to a defined email address. Messages are not processed, tracked, or filtered by Mapp Engage. The defined address becomes the reply address for the sendout. |
Store in IMAP (Include Auto-responses) | A copy of every incoming message, including auto-responses, is stored in the configured IMAP folder. |
Store in IMAP (Exclude Auto-responses) | Incoming replies are filtered to exclude auto-responses (for example, out-of-office messages). Remaining messages are stored in the IMAP folder. |
Send to Address and Store in IMAP (Exclude Auto-responses) | Auto-responses are filtered out. Remaining replies are forwarded to a defined email address and stored in the IMAP folder. |
Send to Address and Store in IMAP (Include Auto-responses) | All incoming messages are forwarded to a defined email address and stored in the IMAP folder. |
Send to Message Author | All replies are forwarded to the author of the original message. |
Send to All Group Members | Replies are sent to all group members. This option requires the sender to have permission to send messages and to include their Mapp Engage password in square brackets |
Treat as Unsubscribe Request | Replies from group members trigger an unsubscribe action. The contact receives a confirmation, and the unsubscribe is recorded in message statistics. |
Ignore and Delete | All incoming replies are automatically ignored and deleted. No further action is taken. This setting is not recommended. |
Reply Address Details
Some reply handling options require defining sender information.
Setting | Description |
|---|---|
Name | Defines the name of the person to whom replies are sent. |
Defines the reply email address. This field is mandatory. Personalization placeholders can be used. If a valid address cannot be generated during sendout, the group’s default name and email address are used. |
From Address
This section defines the sender information used for group email sendouts. The configured name and email address appear as the sender in the recipient’s inbox.
Setting | Description |
|---|---|
Name | Defines the sender name displayed in the inbox. This field is optional. If left empty, only the email address is shown. |
Defines the local part of the sender email address used for sendouts. This field is mandatory. |
SMS
This section defines the sender information for SMS messages sent from the group.
Setting | Description |
|---|---|
Outbound Mobile ID | Defines the Transmission Path Originating Address (TPOA) for the group. This value appears as the sender of the SMS on the recipient’s device. An alphanumeric value, such as a company name, can be used instead of a mobile code. |
Reply Handling Behavior
The selected reply handling method directly affects the Reply-To address shown when recipients respond to an email.
Replies can include automatic responses, questions, service requests, or feedback.
Auto-response filtering applies only to supported reply handling methods.