Overview
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. To ensure replies are handled correctly and efficiently, you must define how Mapp Engage processes incoming messages.
Mapp Engage does not provide an inbox in the user interface. Sendouts typically generate a very high number of replies, which makes manual handling impractical. Instead, reply handling is managed automatically through group settings.
Key Characteristics
Group-based configuration: Reply handling is defined at the group level and applies to all messages sent from that group.
No UI inbox: Replies are not displayed in the Mapp Engage user interface.
Flexible processing options: Replies can be filtered, forwarded, stored in an IMAP folder, used for automations, or trigger unsubscribe actions.
Support for auto-response filtering: Mapp Engage can recognize and filter messages such as out-of-office replies.
Automation integration: Incoming replies can trigger event-based automations.
From Address and Reply Address
When a recipient clicks Reply in their email client, the reply is sent to the address defined in the email header. This address is configured in the group settings.
Mapp Engage recommends using the automatically generated reply address. This ensures that:
Replies are reliably received by Mapp Engage.
Auto-responses can be detected and filtered.
Replies can be forwarded or processed according to the selected handling method.
The generated reply address follows this structure:groupprefix-reply@domain
Example
If the system domain is news.examplecompany.com and the group name is Service, the default reply address is service-reply@news.examplecompany.com.
Configuration and Behavior
Use Replies for Automations
Replies can trigger an event-based automation each time a recipient responds to a message. The relevant event is Message Reply Received (C).
You can combine this event with any contact-related event-based job. It is also possible to limit automation execution to replies that contain specific keywords.
Filter Replies and Read in an Email Inbox or IMAP Folder
Mapp Engage provides several reply handling methods that filter messages and make them available outside the platform.
Forward to Address and Store in IMAP (Exclude Auto-responses) - Filters out auto-responses, forwards remaining messages to a defined email address, and stores a copy in an IMAP folder.
Store in IMAP (Exclude Auto-responses) - Filters out auto-responses and stores all remaining messages in an IMAP folder.
Forward to Address and Store in IMAP (Include Auto-responses) - Forwards all incoming messages, including auto-responses, and stores a copy in an IMAP folder.
Forward to Group Owner and Managers - Forwards all replies to users with the Owner and Manager roles in the group.
Forward to Message Author - Forwards all replies to the author of the original message.
Forward Personalized Reply to Address - Forwards replies together with a predefined system message, SysMsgEmbeddedReply_plain.
The system message text is inserted before the reply content and can be customized to include additional recipient profile information.
Do Not Filter Replies
Store in IMAP (Include Auto-responses) - Stores all incoming messages, including auto-responses, in an IMAP folder without filtering.
Use Replies to Unsubscribe or Delete
Treat as Unsubscribe Request - Unsubscribes the replying group member from the group, sends an unsubscribe confirmation, and records the action in message statistics.
Ignore and Delete - Immediately deletes all incoming replies without further processing. This setting is not recommended.