Goal
Manage incoming replies to your email messages by defining how Mapp Engage processes and forwards responses.
Background Information
When you send an email with Mapp Engage, recipients can reply directly to the message. These replies can include auto-responses, questions, service requests, or other feedback.
Mapp Engage does not provide an inbox in the user interface. Email sendouts typically generate a large number of replies, making manual handling impractical. Instead, you define reply handling rules at the group level to control how replies are processed.
Reply handling is configured in the group settings and applies to all messages sent from the group.
Procedure
Navigate to Audience > Group Management > Groups.
Next to the required group, click the options icon.
Click the Reply Handling tab.
From the Email Reply Handling drop-down list, select one of the available options.
Email Reply Handling Options
Filter replies and read in an email inbox or IMAP folder
Mapp Engage filters out auto-responses, such as out-of-office messages.
Forward to Address and Store in IMAP (Exclude Auto-responses) - Filters auto-responses, forwards remaining replies to the defined email address, and stores a copy in the IMAP folder.
Store in IMAP (Exclude Auto-responses) - Filters auto-responses and stores a copy of each reply in the IMAP folder.
Do not filter replies and read in an email inbox or IMAP folder
All replies are processed without filtering.
Forward to Address and Store in IMAP (Include Auto-responses) - Forwards all replies to the defined email address and stores a copy in the IMAP folder.
Forward to Group Owner and Managers - Forwards all replies to users with the Owner and Manager roles in the group.
Store in IMAP (Include Auto-responses) - Stores all replies in the IMAP folder.
Forward to Message Author - Forwards all replies to the user who created the message.
Forward Personalized Reply to Address - Forwards all replies using the system message
SysMsgEmbeddedReply_plain. The system message text is inserted before the reply content and can be customized to include information such as the reply creator, group, sendout address, or profile attributes.
Use replies to unsubscribe or delete
Treat as Unsubscribe Request - Unsubscribes the replying contact from the group, sends an unsubscribe confirmation, and records the action in the message statistics.
Ignore and Delete - Deletes all incoming replies immediately without further action. This option is not recommended.
Use replies for automations
Initiate Event-based Automation - Triggers an event-based automation each time a recipient replies. The automation event is Message Reply Received (C) and can be combined with any contact-related event-based job.